Turning M’Pact’s kiosks into intelligent service hubs

About the project

When M’Pact, a leading provider of self-service kiosk systems, set out to improve customer experiences in high-traffic service environments, they chose WaitWell to power the queue-management layer of their solution. They valued WaitWell’s flexibility, scalability, and API-driven design.

“WaitWell distinguished itself through its flexible architecture, API-driven integration capabilities, and ability to embed seamlessly with our kiosk and digital signage systems,” says Jean-Sébastien Dufault, M’PACT’s Vice President of Business Development. “Its strength in unifying walk-ins, scheduled appointments, and staff workflows into one coherent platform made it the perfect complement to our hardware and software ecosystem.”

This partnership is helping M’Pact’s clients, spanning finance, healthcare, transportation, and pharmaceuticals, manage visitor flow, measure performance, and deliver service.

Overview

M’Pact’s kiosks already helped clients improve front-desk efficiency. But enterprise clients usually want more than just hardware. The company needed a stronger differentiator.

Enterprise clients want a single system that connects digital signage, appointment scheduling, and walk-in management; one that also meets compliance, data security, and uptime standards. The stakes are highest in industries like healthcare, banking, and government, where poor queue visibility can directly affect operations and customer satisfaction.

Challenge

Before integrating WaitWell, M’Pact’s customers faced fragmented visitor journeys.

“Before integrating WaitWell, our clients in the aforementioned sectors often dealt with fragmented visitor journeys: separate appointment tools, unmanaged walk-in flows, and limited staff coordination,” Dufault explains. “These disjointed systems led to long wait times, inefficient staffing, inconsistent visitor experiences, and a lack of real-time operational insights.”

Without centralized queue management, service teams couldn’t anticipate surges, optimize staffing, or share performance data. This leaves both experience and brand reputation exposed.

Solution

Embedding WaitWell into M’Pact’s kiosk ecosystem transformed these static devices into intelligent, connected service hubs.

“Visitors can self-check in, choose their reason for visit, and be guided through the relevant process, while staff are notified in real time about arrivals, queue status, and service load.”

Jean-Sébastien Dufault

The integration enabled M’Pact to deliver end-to-end visibility into visitor journeys. It also enabled operational analytics, load balancing, and staff optimization that were previously impossible. The solution scaled across branch lobbies, clinics, terminals, and mobile service points, maintaining consistency and reliability even in high-demand environments.

Results

The measurable impact was immediate: average visitor wait times fell by up to 30%, staff idle time decreased, and throughput improved during peak periods. Attach rates climbed to over 85%, with most new kiosk deployments now including WaitWell as standard. Average deal size rose roughly 40%, and customer satisfaction scores and recurring software revenue both increased.

“Offering WaitWell has transformed M’Pact’s role from a hardware integrator into a full-service partner in digital transformation. It has enabled us to shift toward recurring revenue, deepen client relationships, and better address enterprise-level requirements, including compliance, data privacy, and performance monitoring.”