Case Study: Upplands-Bro Municipality achieves streamlined management of 2,000 monthly visitors and improved customer experience with Qmatic

Upplands-Bro Municipality manages 2,000 visitors every month with Qmatic

Upplands-Bro Municipality, a Swedish municipality of more than 27,000 residents whose Contact Center handles about 2,000 visitors per month, needed to better manage high walk-in volumes, enable appointment handling, protect visitor privacy, and obtain reliable visitor-flow statistics. To address these challenges they selected Qmatic and its queue and self-check-in solution, replacing a basic registration system.

Qmatic deployed a hosted Qmatic Orchestra solution with self-service kiosks, Appointment Management, Connect Agent and digital signage: visitors take a number or use Arrival Notification on the kiosk, administrators receive email alerts when visitors arrive, and Orchestra provides detailed visitor statistics. As a result, Qmatic helped Upplands-Bro Municipality reduce queuing and privacy concerns, improve the customer experience, collect department-level visitor data for scheduling, and reliably manage roughly 2,000 monthly visitors; the municipality also plans to roll out Qmatic Mobile Connect.

Upplands-Bro Municipality

Susanne Schenström

Manager