Case Study: Public Service of Wallonia streamlines citizen services with Qmatic Experience Cloud

Public Service of Wallonia Overcome Service Challenges and Streamline Operations with Qmatic

The Public Service of Wallonia needed a better way to manage appointments across its 10 Espaces Wallonie locations, where high no-show rates, heavy phone-based booking demand, and limited visibility into staff availability were straining operations. To address these challenges, the organization turned to Qmatic and its cloud-based appointment management platform, Qmatic Experience Cloud.

Qmatic implemented online self-service booking, automated email and SMS reminders, queue management, and resource capacity planning through a single interface. The results were strong: 20,000 fewer calls per year, 33% of appointments booked through self-service within seven months, reduced no-shows, and a lighter workload for staff, freeing them to focus on higher-value tasks.

Public Service of Wallonia

Myriam Roba

Director of the Local Services Department