A&K Hurt Market Streamlines Fresh Food Service and Improves In-Store Experience with Qmatic

A&K Hurt Market is a well-established local grocery store chain offering a wide range of food products, household goods, and everyday essentials at attractive prices. With a strong focus on local presence, quality, freshness, and customer satisfaction, the company continuously invests in improving the in-store experience across its stores.

As customer demand increased, particularly at fresh food counters such as cheese, meat, and delicatessen, A&K Hurt Market recognized the need to modernize how customer flow and service were managed.

Overview

A&K Hurt-Market is a local retail chain, based in Poland, offering a wide selection of food products, household goods, and everyday essentials at competitive prices. With a strong focus on locality, quality, freshness, and customer satisfaction, the company is committed to delivering a convenient and enjoyable shopping experience.

Challenges

Peak-hour congestion and queue management issues
Poor customer experience that led to frustration and dissatisfaction
Queues physically blocked product displays, reducing product visibility and negatively impacting sales
The lack of real-time visibility into demand made it difficult to allocate staff dynamically and respond effectively to peak surges, resulting in inefficient staff utilization

Solutions

A tailored queue management system for fresh food counters (cheese, meat, deli), implemented by partner iFLOW.

Results

The solution improved customer experience by increasing satisfaction, reducing perceived waiting times, and allowing customers to shop freely instead of standing in line, leading to stronger loyalty and repeat visits.
Sales increased as the removal of queues improved product visibility and enabled customers to browse while waiting, resulting in higher conversion rates and larger basket sizes.
Staff utilization became more efficient through real-time demand visibility, enabling better handling of peak periods and improved productivity without increasing headcount.
Operations became more data-driven with access to real-time insights, allowing the business to plan better, react faster, and continuously optimize performance.
The implementation strengthened brand positioning by presenting A&K Hurt Market as a modern, customer-focused, and innovative retailer, enhancing differentiation in a competitive market.
The solution established a scalable foundation for growth, supporting increasing customer volumes and enabling continuous improvements in the customer journey.

Managing peak-hour congestion and improving customer flow

Before implementing Qmatic, A&K Hurt Market faced growing challenges during peak shopping hours. Traditional linear queues at service counters resulted in:

Long waiting times and customer frustration
Congestion around counters that limited movement in the store
Blocked visibility of products, reducing sales opportunities
Inefficient allocation of staff during busy periods

Customers were required to stand in line, which negatively impacted both the shopping experience and operational efficiency. To continue delivering high-quality service while supporting business growth, A&K Hurt Market needed a smarter, more flexible approach to queue and customer flow management.

Solution: Qmatic Queue Management, implemented by iFLOW

To address these challenges, A&K Hurt Market selected a Qmatic queue management solution, designed and implemented by Qmatic partner iFLOW.

Based on detailed requirements for the cheese, meat, and deli counters, iFLOW designed a tailored solution using Qmatic technology. With extensive experience in customer flow management, iFLOW ensured the system was optimized to support both customer experience and operational performance.

Enabling customers to shop freely while waiting

The implemented Qmatic solution included:

Visual information displays in the immediate service areas
Large digital screens placed at strategic points throughout the store, clearly showing which number is currently being served
Integrated audio announcements, notifying customers when it is their turn

With this setup, customers no longer need to stand in traditional queues. Instead, they can continue shopping freely while waiting to be served. The optimized placement of the system also improved product exposure at the counters, as queues no longer blocked visibility.

Real-time insight for better staff allocation

Beyond improving the customer experience, the Qmatic system provides real-time visibility into the number of waiting customers at each counter. This enables store managers to:

Allocate staff more efficiently during peak periods
React quickly to sudden increases in demand
Monitor service performance and waiting times

By using data-driven insights, A&K Hurt Market can continuously optimize operations and maintain a high level of service even during the busiest hours.

As A&K Hurt Market grew and customer traffic increased, we identified a clear need to improve customer service and queue management during peak hours. We needed a solution that would improve customer flow, increase satisfaction, and allow us to use staff resources more efficiently. Together with iFLOW, we selected a solution that met these requirements and also gave us real-time visibility into customer flow, better staff allocation, and insights into service efficiency. Thanks to this solution, we can plan better, respond faster, and continuously raise the service standard in our stores. Our collaboration with iFLOW shows how the right technology can support growth and improve the quality of customer service

Tomasz Lodarski

CEO, A&K Hurt Market

Industry solutions

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A seamless patient flow

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Measurable results across customer experience and operations

Following the implementation of Qmatic, A&K Hurt Market achieved several key improvements:

Higher customer satisfaction, driven by shorter perceived waiting times and a more pleasant waiting experience
Increased sales, enabled by improved product visibility and more time for customers to browse
More efficient use of staff resources, supported by real-time data on customer demand
A stronger brand image, positioning A&K Hurt Market as a modern, customer-focused retailer

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Looking ahead

With a scalable and flexible queue management foundation in place, A&K Hurt Market is well positioned to continue enhancing the in-store customer journey. The Qmatic solution provides the insights and operational control needed to support future growth, evolving customer expectations, and continued excellence in service delivery.

To sum up, the implementation resulted in higher customer satisfaction, increased sales, improved staff efficiency, and real-time operational control, while strengthening A&K Hurt Market’s position as a modern, customer-centric retailer.

A&K Hurt Market is a direct customer of iFLOW, a certified member of Qmatic’s Q-World partner ecosystem. Through Q-World, Qmatic works with trusted partners who bring local market expertise and delivery capability, ensuring customers get a solution that is tailored, implemented efficiently, and supported long-term backed by Qmatic’s global technology and customer journey management expertise.

A&K Hurt Market Streamlines Fresh Food Service and Improves In-Store Experience with Qmatic

Managing peak-hour congestion and improving customer flow

Solution: Qmatic Queue Management, implemented by iFLOW

Enabling customers to shop freely while waiting

Real-time insight for better staff allocation

Transform your retail experience with Qmatic

A seamless patient flow

Measurable results across customer experience and operations

Looking ahead

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