Zermatt Tourism relies on Qsome for modern visitor management

Zermatt is one of Switzerland’s best-known tourist destinations. Every day, numerous guests visit the tourism office for information about weather, accommodation, activities, mountain railways, ski passes and excursion opportunities around the Matterhorn. To ensure these advisory and service processes run efficiently, customer-friendly and in a structured manner, Zermatt Tourism chose the professional visitor management solution Qsome from e-nov8.

Initial situation: High service quality for a wide range of visitor requests

The Zermatt Tourism team competently supports guests with a wide variety of requests. These include information about weather, accommodation, activities, tickets for Gornergrat, Rothorn and Matterhorn Glacier Paradise, as well as the sale of ski passes, Peak Passes and souvenirs.

Guests also have access to information screens with webcams, train, railway and lift information, as well as digital self-service offerings via iPads and free Wi‑Fi. Brochures are available around the clock in the entrance area. While adults seek information or advice, children can spend time in the play corner.

With such a broad range of services, intelligent visitor management is essential: guests should quickly reach the right contact person, waiting times should be transparent, and employees should be deployed optimally according to their specialization.

The solution: Visitor management with Qsome

Qsome introduced a modern solution at Zermatt Tourism that supports both guest check-in and the internal management of service processes.

As part of the project, various services were mapped and converted into suitable processing profiles. Priorities, specializations and responsibilities were defined so that visitor requests can be assigned directly to the most suitable employees.

Modern self-service terminals for customer check-in, information displays for guests and counter information screens are used. Employees work directly with the Qsome software at the service desks.

A particular added value lies in language management: the languages spoken by each employee can be configured. During check-in, guests can select from the languages currently available based on the employees logged in on site. This makes consultations more personal, efficient and customer-oriented.

Smooth implementation and flexible customization

Even during the requirements analysis phase, e-nov8 demonstrated a clear understanding of Zermatt Tourism’s needs. The implementation was professional, focused and highly flexible.

The implementation of Qsome went smoothly. The ability to adapt the solution to the specific needs of the tourism office was particularly appreciated. Many configurations can be carried out directly by the customer, saving time, reducing costs and increasing operational flexibility.

Future enhancements can also be requested and implemented easily. This ensures that Qsome remains not only a solution for current needs but also a scalable platform for the long-term optimization of visitor processes.

The result: Greater efficiency, greater flexibility, better guest service

With Qsome, Zermatt Tourism has a modern visitor management system that intuitively guides guests through the service process and noticeably relieves employees in their daily work. The solution provides structured workflows, transparent information and optimal assignment of requests to the appropriate specialists.

The project fully met Zermatt Tourism’s expectations. The software solution stands out through its usability, adaptability and efficiency – key requirements for modern guest service in a busy tourist destination.

Customer testimonial

“With Qsome from e-nov8, we were able to make our visitor processes more efficient while further improving service quality for our guests. The collaboration was professional, solution-oriented and characterized by a very strong understanding of our requirements.”