Case Study: Uppsala Municipality achieves reduced waiting times and improved visitor flow with Qmatic

Uppsala Municipality Use Qmatic to Create a Better Visitor Flow

Uppsala Municipality’s financial support unit, which handles about 300 visitors a day, struggled with a single‑line queuing system that created long waits, forced case workers to search for clients, and offered no visitor or wait‑time statistics. To address these issues they engaged Qmatic and selected a combined solution including Qmatic Orchestra, the Intro 17 self‑service kiosk, Connect Agent (staff app), and digital signage.

Qmatic implemented multilingual self‑check‑in kiosks, service‑specific queue tickets, email/SMS arrival notifications, call‑forwarding via the Connect Agent mobile app, and real‑time displays and statistics. The Qmatic solution separated service lines, cut waiting times, stopped staff from having to hunt for visitors, improved accessibility and staff satisfaction, and delivered the daily visitor and wait‑time data Uppsala Municipality needed to plan resources.

Uppsala Municipality

Sanela Zuna

Unit Head