Case Study: Clark County Building Services achieves shorter wait times and streamlined customer journeys with Qmatic

Qmatic Helps Keep Businesses Growing and Citizens Moving

Clark County Building Services, which handles plan reviews and permits for rapidly growing Clark County and the Las Vegas Strip, was overwhelmed by long lines and confusing multi‑station visits—90% of customers needed help at four or more workstations—and had no reliable data on wait times, transfers, transaction lengths or customer volumes. To address these issues they engaged Qmatic and its customer journey management solution.

Qmatic deployed a self‑service kiosk and virtual queuing system (Residential, Commercial, General) with alphanumeric tickets, staff call/transfer functionality, time‑stamped transaction tracking and manager alerts for threshold breaches. The Qmatic solution eliminated physical lines, reduced customer confusion, sped commercial transactions, and gave managers measurable data on wait times, transactions and staff performance so they could justify budgets, optimize staffing and make permitting and licensing more efficient.

Clark County Building Services

Nan Riepenhoff

Sr. Business Sytems Analyst