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QLess Inc.- Company of the Year


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 - Small

Nomination Title: QLess eliminates waiting in line from the face of the Earth

Tell the story about what this nominated organization has achieved since January 1, 2016 (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 four successful 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 80 million people across six continents have been liberated from standing in line, an increase of 30 million over last year. QLess services any place where people often have to wait, such as at government agencies, motor vehicle offices, doctors’ offices, hospitals, 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%. Overall, QLess has saved more than 3,000 years of time that would have otherwise been spent waiting in line.

Since Jan 1st, 2016, QLess more than doubled its customer base, an impressive feat for a company that just celebrated its tenth birthday. That means that as many customers were added since the beginning of last year as in the previous nine years put together. Signature new accounts in 2016 include the US Capitol, New York City, Caesar's Entertainment, City of Nashville, Parker Uniforms,, the City of Tulsa, Austin Water & Power, DP World (Port of Antwerp), Kaiser Permanente, Western Sydney University, the NFL, the NHL, and Jurassic Quest, among many others.

The company continued to innovate in 2016 by completing 44 significant new product releases, including launching its first iOS app, which allows users to join a mobile queue and monitor their place in line in real time. Incredibly, the app have received an average of 4.5 stars (out of 5) in the App Store since its very first release, and was recognized as the best app of the year. A sample of our customer reviews:

“Best app. Ever. This is the best app I have ever used. It saved a lot of time.”
“QLess app Rocks. Best innovation ever!”
“Never wait in line again!”
“Life changing”
“Awesome – amazing got right in and right out!”

QLess also launched Dashboard, a real-time display of metrics that allows DMVs and others to get alerts in real time if anything out of the ordinary happens with wait times, employee utilization rates, transaction durations or delays, allowing them to dramatically improve staff productivity and boost operational efficiency.

The company signed a strategic partnership with Wellington Financial by closing a multi-million dollar financing round.

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 2016 (up to 150 words).

-Saved 80+ million people over 3,000 years from waiting in line.
-Launched the QLess iOS app allowing users to join a line remotely and monitor their wait in real time.
-Our Android and iOS apps have received 4.5 out of 5-star ratings.
-Doubled our customer base.
-Completed 44 product releases – including the launch of Dashboard, a real-time tool that displays transaction time, number of customers served, and alerts managers of any deviation from ordinary wait times.
-Invested 100% of revenue toward fulfilling our vision of a world without waiting in line.
-Closed a multi-million dollar financing round through a strategic partnership with Wellington Financial.
-Maintained 100% revenue and location retention.
-Eliminated truck lines across international boundaries at the Port of Antwerp, eliminating congestion and freed up 20% additional capacity at the busy port.
-Achieved 5-star reviews for our DMVs!

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 2016?

Customer Service