80 Qmatic Testimonials

"When we bring this to our flow management and to all our analysts who control it, we can be assertive in how we position ourselves, the best flows, the best days for this service and our floors as well. So, we can get an overview of our units, and position our team according to demand and waiting time."

"The entire sales process worked well, and we had good contact with Qmatic throughout."

“Providing information is first and foremost about delivering high-quality service to customers. This means not only finding information on websites or replying to emails, for example, but also managing the journey for customers who come here in person. Of course, there are also all sorts of links between Qmatic and internal platforms. Just think of all the messages to employees when a citizen comes to visit. Or the information that visitors can read on Qmatic screens. Physical visitor streams therefore have a digital impact, and we always discuss this in depth with the Customer Contact Center (CCC), the gateway to the local authority."

"We realized that without better tools, our franchisees could not generate adequate quality and add value."

"We identify a customer and document his or her entire Customer Experience up to the point when the transaction is closed. And thanks to customer identification and the system’s dynamic functions, we can create a truly individual experience. This demonstrates the enormous flexibility we get with the Qmatic Orchestra solution."

"We are better able to assess operations and react faster if there is a risk of longer waiting times."

"The best thing that has happened according to some customers - because it is so easy."

"I’m thrilled that this cutting-edge system was implemented as a model of customer service."

"Only 1% of our clients state that the service they get is unacceptable. And it’s those folks we focus on."

"If wait time exceeds 45 minutes, an alert is sent to St. Petersburg's mayor."

"We’re always trying to find new ways to use technology that help us better communicate with our customers."

“They have the freedom to walk about and wait until their number is about to be called. They can really enjoy some fresh air and some of the local stores.”

“Customers who were not familiar with the process found it confusing. Many of these were one time users –i.e. an addition to their house – and would not return. The commercial contractors were in there many times a week, knew the process and could navigate through but still got stuck in line behind every one else.”

“Due to complex and varied needs, 90% of customers require assistance from a minimum off our workstations.”

"We wanted to create one face for the outside world since we are one municipality. This may sound logical but it is a fairly unique concept in the world of municipalities. That we have managed to implement this ambition is something that I'm very proud of."