Case Study: The Post Office achieves streamlined, faster in-branch customer journeys with Qmatic Orchestra (Qmatic)

Transforming the in-branch customer experience at the post office

The Post Office, the UK's largest retail and financial services network with more than 11,500 branches, faced long in-branch journeys and high footfall as it expanded from basic postal services into complex financial and government offerings. To modernize and simplify the customer experience, the Post Office partnered with Qmatic, deploying the Qmatic Orchestra platform alongside self-service kiosks, tablets and digital signage to rethink queuing and service routing.

Qmatic implemented Orchestra in key directly managed branches, pairing kiosks and displays with skills-based routing, remote calling and real-time reporting so customers receive tickets tied to the right-skilled adviser and wait times are clearly communicated. The change reduced perceived waiting time, freed customers to use new retail space, and gave managers actionable data; customer satisfaction with the new branch models reached 96%, with Qmatic cited as central to the in-branch transformation.

Post Office

James Scutt

Head of Customer Experience, Strategy and Deployment