Case Study: Telia achieves a seamless digital-physical retail experience with Qmatic

Telia Challenges the Traditional Retail Landscape with Qmatic

Telia Company, one of Europe’s largest telecom operators with over 60 stores in Sweden, opened a concept store at Kongahälla Center to blur the line between physical and digital retail and make interactions—not products—the focus. To guide customers through this omnichannel journey and capture up‑to‑date journey insights, Telia partnered with Qmatic, deploying solutions such as Qmatic Intro & Self‑Service Kiosks, Digital Signage, Qmatic Connect Agent and Qmatic Orchestra.

Qmatic’s kiosks, integrated LED displays and the Connect Agent app give staff real‑time visibility of waiting customers, wait times and inquiry types, enable cashier‑less checkouts and flexible walk‑in management, and feed analytics for service improvement. The Qmatic implementation created a more dynamic, stress‑free customer experience and empowered staff with measurable journey data — and within nine months the Kongahälla concept store was named Telia’s best performing store in Sweden.

Telia

Maria Torres

Specialist