Case Study: Colmenar City Hall achieves safer, streamlined appointments and reduced wait times with Wavetec's web appointment and queuing solution

Colmenar sporting a global solution – web appointment and queuing solutions in practice

Colmenar City Hall, the municipal government of Colmenar in Málaga, needed to rethink how citizens accessed services after the COVID‑19 pandemic imposed strict occupancy limits and social‑distancing rules. To avoid long lines, ensure safe entry, and better allocate staff, Colmenar City Hall engaged Wavetec for web appointment and queuing solutions that would digitize scheduling and control on‑site flows.

Wavetec implemented an omnichannel system — including Online Appointment & Scheduling, WhatsApp queuing, kiosks for non‑digital users, Donatello digital signage, QR‑integrated turnstiles, a customer calling app, and Spectra reporting dashboards — deployed within a week by partner Cleeko. The solution gave citizens real‑time notifications and QR check‑in, served both digital and non‑digital users, improved queue flow and staff allocation, reduced waiting times and no‑shows, and ensured compliance with occupancy and distancing rules, with Wavetec’s reporting tools enabling ongoing monitoring and optimization.