Case Study: MVD New Mexico halves waiting times and achieves 95% customer satisfaction with Qmatic

New Mexico MVD - halves waiting times, attains 95% customer satisfaction

MVD New Mexico, which manages 91 state, municipal and partner offices and processes about 2.5 million transactions a year, faced long customer wait times, a 25‑year‑old FIFO queuing system, poor staff productivity visibility, and no real‑time feedback from citizens. To modernize service delivery and gather actionable data, MVD New Mexico turned to Qmatic for a customer journey management solution.

Qmatic deployed its customer journey platform (including kiosks, appointment booking, Qmatic Orchestra Enterprise and Qmatic Intro 17), virtual queuing, real‑time staff analytics and five‑button feedback terminals, plus informational displays and alerts. The Qmatic solution halved waiting times in some offices, delivered more than 95% positive customer feedback (only 1% rated service unacceptable), improved staff scheduling and productivity tracking, and helped MVD New Mexico win statewide recognition for service excellence.

MVD New Mexico

Susana Martinez

Governor