To precisely measure wait and processing times by request type, the ISP adopted Qmatic’s Orchestra platform. “What won us over with Orchestra was, first and foremost, being able to manage customer flow, and the ability, right from the start, to segment customers: business customers don’t have the same needs as individuals, so identifying them as soon as they arrive in-store lets us better meet their expectations,” says Richard Renoult, Marketing and Sales Director at Lagoon.

Beyond the key metrics collected, staff now have new fully web-based applications to manage customer reception.