QLess Inc.

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: QLess Inc., Pasadena, CA
Company Description: QLess is a software-as-a-service company that eliminates physical lines and gives time back to retail customers, healthcare patients, college students, government constituents, and people who would otherwise be trapped in line anywhere by letting them enter virtual lines from cell phones, web browsers, or kiosks, roam freely while they wait, and get summoned when their turn for service arrives.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Computer Services

Nomination Title: QLess: Fundamentally Improving the Customer Experience With Computer Services

Tell the story about what this nominated organization has achieved since January 1 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms.

While Dr. Alex Bäcker was stuck standing in line at a Southern California theme park with his family, he pondered if there was a better way to wait.

From that experience, QLess was born.

A custom dating back to ancient Egypt, the average American spends two years of life waiting in line. Likewise, businesses lose up to 50% of prospective customers who walk-away while waiting in line.

Founded by a team of entrepreneurs from MIT, Caltech, McKinsey, and Yahoo with 4successful startups under their belts, the QLess mission addresses the mutual problem of wasted time and lost business.

QLess technology eliminates standing in line by allowing consumers to enter a virtual line via mobile device, web browser, or an on-site kiosk. After setting an appointment, consumers are able to spend their time freely, receiving regular updates via phone or text when their turn for service arrives. By connecting interactively with customers, QLess allows users to request more time, leave a line, or request status updates at any time in the customer journey.

As a Software-as-a-Service, our technology is available from any device with Internet or cellular access; it does not require special-purpose hardware or software installation.

At this writing, over 50 million people across five continents have been liberated from standing in line. QLess services any place where people often have to wait, such as at government agencies, motor vehicle offices, doctors’ offices, colleges and universities, retail stores, and theme parks.

With 99% user satisfaction and 99% customer retention, QLess’ average annual growth since its inception is over 100%. Since the beginning of 2015, QLess increased its user population by more than 85%, adding almost as many users as in the previous 7 years put together, serving more than 20 million people and saving five centuries of time that would have otherwise been spent waiting in line, breaking the milestone of 1,000 years of cumulative waiting in line saved to date (at this writing, the cumulative number of years saved by QLess is almost 1,500 years).

In 2015, QLess also grew its customer base by 80% and deepened its penetration into the higher education, government, healthcare, and technology retail markets. Signature new accounts in 2015 included the New Jersey Motor Vehicle Commission and the North Carolina DMV, New York University, the American Automobile Association (AAA), the Orange County Tax Collector (including the city of Orlando), the Consulate of Honduras in the USA, Telus, Mount Sinai, the US Air Force, the University of San Diego, Kaiser Permanente, and the City of Philadelphia, among many others.

The company continued to innovate in 2015 by completing 35 significant new product releases, including its first consumer app, which received average 4.5 star (out of 5) reviews in the Google Play store and was installed by tens of thousands of users within the first five months, as well as its first mobile kiosk, allowing users to join a mobile queue from any smartphone. QLess also launched the QLess Command Center, which allows QLess establishments to reconfigure their queues on the fly, taking advantage of the versatility that allows QLess to serve locations as diverse as the DMV, Dow Chemical, urgent care centers, colleges and retail stores.

The company signed a strategic partnership with Valid USA, a billion-dollar public company, and closed a multi-million dollar financing.

QLess has been widely featured in the press by the Wall Street Journal, Wired, Time Magazine, Fast Company, CNN Money, BBC News, Huffington Post, CNET, and Entrepreneur Magazine.

In bullet-list form, briefly summarize up to ten (10) of the chief accomplishments of this organization since the beginning of 2015 (up to 150 words).

* Increased the amount of time consumers saved waiting in line to over 1,400 years
* Added 20 million users
* Launched the world’s first QLess consumer app, allowing users to monitor wait times in real time, receiving an average of 4.5/5 stars
* Grew our customer base by 80%, adding more customers than any of the previous 7 years
* Grew bookings by 85% year-over-year, remarkable for its 9th year in business
* Completed 29 significant product releases
* Invested 100% of our revenues in growth, increasing employee count by 67% and adding key positions including a CMO and CFO
* Closed a multi-million dollar financing round
* Halved walk-out rate for urgent care centers, such as Renown Health
* Maintained a 100% retention rate among government institutions that launched QLess, and revenue retention above 100% across its entire client base

Of the following measures of success, which ONE do you want the judges to most appreciate about your organization's story of achievement since the beginning of 2015?
Customer Service