Case Study: Israel Post achieves dramatic wait-time reductions and 250,000 monthly appointments with Q-nomy

Israel Post - Customer Case Study

Q-nomy has partnered with Israel Post since 2008, deploying Q-Flow across roughly 700 branches to manage queues and digital signage. Facing long, unpredictable wait times—often an hour in urban branches and more than two hours in the busiest locations—the postal service needed a way to improve customer experience and optimize branch operations without adding staff.

Q-nomy first optimized workforce management and transaction flow with Q-Flow, cutting average wait times by about fourfold (urban branches from ~60 to ~15 minutes; busiest from 2+ hours to <30). In 2015 Israel Post added myVisit appointment scheduling via mobile app and the website, which reduced scheduled-customer waits to around 10 minutes or less and drove rapid adoption—over 250,000 appointments per month and usage by more than a quarter of adults—while further aligning capacity and improving service for walk-in customers.

Israel Post