Case Study: City of Wolverhampton Council achieves transformed customer journey and improved operational efficiency with Qmatic

Qmatic transforms the customer journey and improves operational efficiency for the City of Wolverhampton Council

City of Wolverhampton Council, which serves more than 250,000 residents and handles roughly 60,000 calls and 300,000 online enquiries a month, needed to simplify a confusing, multi-floor public space and deliver £1.5m of operational efficiencies within three years. Facing 25 separate reception points, frequent visitor congestion (about 10,000 visitors a month) and mounting service demands, the Council turned to Qmatic and its customer journey management capabilities to rethink how residents access its 30 services.

Qmatic implemented the Qmatic Orchestra platform with internet-connected self-service kiosks, tablets for front‑of‑house staff, digital displays, paper ticketing and voice announcements to support appointments and virtual queues. The solution eliminated congestion, introduced mobile concierge service and clear signage, and gave managers real-time data and measurable KPIs to identify online migration opportunities — enabling the City of Wolverhampton Council to improve service flow and make measurable progress toward its efficiency targets.

City of Wolverhampton Council

Paul O’Rourke

Performance Manager