Case Study: GTA achieves streamlined customer experience with Qmatic

Telecom Company GTA Redefines its Customer Experience with Qmatic

GTA, the main telecom company in Guam, was struggling with an outdated manual sign-in process that made it hard to gather customer data, improve staffing, and deliver a smooth in-store experience. To address these challenges, GTA turned to Qmatic and its Orchestra customer journey management platform, along with online appointment booking and other queue management tools.

Qmatic helped GTA replace paper-based sign-ins with automated queuing, reporting, customer feedback, and appointment scheduling across five branches. As a result, GTA improved operational efficiency, gained better visibility into staffing and service performance, and reduced customer service transaction times by up to 15 minutes on average, with the case study also citing a 60% reduction in transaction time.

GTA

Sharon Davis

VP of Customer Experience