QLess: Leveraging Technology to Innovate Appointment Scheduling

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Alex Bäcker, Founder & CEO
For generation Z who are not accustomed to waiting, time is of the essence and they don’t want to waste hours standing in line for their appointments. However, the queues are everywhere, whether it’s a bank, doctor’s office, courthouses, government offices, educational institutions, and others. The extended hours of waiting can affect the customer experience detrimentally. The solution: an appointment scheduling and queue management solution to streamline and organize the entire process, minimizing the waiting time.

To manage chaos in the waiting rooms, QLess grabs the spotlight with an appointment scheduling and queue management solution that can radically uplift the customer experience. The company eliminates lines in waiting rooms with virtual queues and enables customers to schedule an appointment through phones, websites, or on-site kiosks. To reduce long waiting hours, the queue management system features learning algorithms that process several data points to predict the estimated waiting time for each customer. The algorithms allow the queue management system to shorten on-site wait times to a minimum, offering customers an effortless way to access the desired services without standing in lines. Shortening the wait times helps organizations immensely in boosting growth as the customer walk-aways get curtailed by the day. With a bi-directional communication channel that allows businesses to engage with their customers, the web-based engagement solution helps to enhance customer engagement, reducing no-shows considerably. The solution also offers timely updates and notifications that alert customers about the status of their scheduled appointment.

A significant advantage of QLess solution is that it allows firms to boost employee productivity and operational efficiency within an organization. The employees enjoy the authority of scheduling appointments and steering customers to less busy times of the day, enabling them to deliver optimal services for each customer. In addition to that, the cloud-based queue management solution provides valuable insights via real-time reporting and robust analytics, assisting enterprises in critical decision-making areas, such as anticipating peak periods to optimize services and staff productivity. The solution also enables organizations to analyze the contributions of their employees and identify operations that need improvement.


Shortening the wait times helps immensely in boosting growth as the customer walk-aways get curtailed by the day


In order to bridge the scheduling gap when the customers cancel their appointments, the appointment scheduling solution of QLess offers FlexAppointments feature that seamlessly integrates the appointments of existing customers with walk-in customers. The solution also notifies customers of any delays in their appointments, brushing aside frustration caused to customers because of delays.

The appointment scheduling and queue management solution of QLess is garnering a widespread recognition from various industries such as education, healthcare, retail, logistics, government and others. One of the examples is a Nevada-based urgent care clinic that leveraged the queue management solution to improve patient care and satisfaction. The clinic was striving for a solution that allows the patient to book their appointment from anywhere and wait in the comfort of their home until the scheduled time of their appointment. Thus, the virtual check-in feature of QLess was an instant hit as the solution manages more than 120,000 patient visits every year since its implementation. The solution alerts the patients 15 minutes before their appointment, allowing them to visit the clinic without waiting for hours. Alex Bäcker, Founder and CEO at QLess states, “While well-trained, qualified employees are certainly at the heart of healthcare organizations, increasingly dedicated tools, AI-driven software, and cloud-based systems are facilitating the interaction between a healthcare organization and its patients.”

With a diverse customer base across six continents and an annual retention rate of 99.7 percent, QLess has become a significant enabler for businesses to improve customer satisfaction by reducing waiting times. The company, with a dedicated team, is expeditiously moving towards its mission of minimizing the waiting hours and improving customer experience.

Company
QLess

Headquarters
Pasadena, CA

Management
Alex Bäcker, Founder & CEO

Description
QLess offers an appointment scheduling and queue management solution for organizations to reduce waiting hours for customers. The solution enables customers to schedule an appointment by phones, websites, or on-site kiosks through virtual queues, uplifting customer experience radically. To reduce long waiting hours, the queue management system of QLess features learning algorithms that process several data points to predict the estimated waiting time for each customer, enabling them to avoid the queues in the waiting rooms. QLess also provides valuable insights via real-time reporting and robust analytics, assisting enterprises in critical decision-making areas, such as anticipating peak periods to optimize services and staff productivity