QLess is an American cloud-based software company headquartered in Pasadena, California. It provides queue management and customer engagement solutions focused on queue and line management, appointment scheduling, virtual service, and service business intelligence (BI).[1]
 | |
| Company type | Private |
|---|---|
| Industry | Computer software |
| Founded | February 15, 2007 in Altadena, California, United States |
| Founders |
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| Headquarters | , United States |
Area served | Worldwide |
Key people |
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| Products | QLess |
| Website | qless.com |
Founded in 2007, QLess was the first cloud-based queue management solution to enter the market. In 2023, QLess released an enhanced version of its software titled Tempo, making it the first queue management system to offer real-time queue insights as well as historical queue data analysis.
Overview
editQLess provides queue management software that aims to eliminate crowded lobbies and give people back their time from waiting in line. The software uses a combination of online, kiosk, and mobile queuing techniques which allows people to join a line from different access points and wait remotely instead of needing to be on-location and in the lobby. Service managers and agents are then able to organize every transaction–appointments, walk-ins and virtual service, like service call back calls–from a single point. [2]
Until QLess introduced a cloud-based service, queue management was sold as an on-premise solution. Creating a cloud-based ecosystem allowed organizations to manage multiple locations at once.
In 2023, QLess announced it surpassed 200 million visitors served.[3]
Services
editThe industries QLess serves include local government (over 300 cities and counties), higher education (over 200 colleges and universities), healthcare and retail.[4] QLess offers several queue management and customer engagement services including: appointment scheduling, call back queuing, live insights and service business intelligence.[2]
Appointment Scheduling
editAI-guided appointment scheduling that automates appointment management from booking to check-in
Callback Queuing
editAutomated call queuing that enables organizations to call back customers so they don’t wait on hold
Live Insights
editReal-time queue and transaction insights with alerts to service bottlenecks and slowdowns
Service Intelligence
editService employee productivity and CSAT analytics with historical trends over time
Operations
editThe company was founded in Altadena, California by Alex Bäcker before moving its headquarters to Pasadena, California.
The company maintains a fully remote workforce spanning North America and Europe.[5]
In 2013, the company was named Best Computer Services Company of the Year by American Business Awards.[6]
Removal of Founder and CEO
editIn 2019, founder, majority common shareholder, and CEO Alex Bäcker was removed as a board member and as serving CEO following substantiated employee complaints regarding Bäcker.[7]
In response to the board’s request for his resignation, Bäcker organized a failed coup against board members, including Palisades Growth Capital, in order to retain his position as CEO and on the board. This led to his ultimate removal from the company following the failed coup and lawsuit.[8]
In 2021, Palisades Growth Capital acquired a controlling stake of QLess.[9]
In 2022, James Harvey was named CEO.[10]
On June 19, 2024, with the full backing of its investors and primary lender, QLess strategically chose to file a Subchapter IV Chapter 11 in efforts to protect the future interests of the company and shed the mounting legal fees associated with the frivolous lawsuits. [11] Shortly after the filing went public, QLess received an additional cash infusion of $3M, ensuring its continued growth while navigating the legal issues.[12]
The reorganization plan was confirmed and approved on September 16, 2024, and QLess exited bankruptcy on September 18, 2024.[12]
Related
editService Oklahoma Cuts Wait Times in Half with New Check In System
References
edit- ^ "QLess, Inc. Wins Six Prestigious 2013 International Business Awards".
- ^ a b "Queue Management Software | Qless". qless.com. Retrieved 2024-08-28.
- ^ "QLess Celebrates Major Growth as it Surpasses 200 Million Visits". Disaster Recovery Journal. 2024-08-26. Retrieved 2024-08-28.
- ^ "QLess LinkedIn Profile". LinkedIn. Retrieved August 28, 2024.
- ^ "About". qless.com. Retrieved 2024-08-28.
- ^ Naasel, Kenrya (June 27, 2014). "Never Wait In Line Again". Fast Company. Retrieved August 20, 2024.
- ^ "Backer v. Palisades Growth Capital". Justia Law. Retrieved 2024-08-28.
- ^ "Thanks to Bäcker, There's Probably More Paperwork". Thompson Hine LLP. Retrieved 2024-08-29.
- ^ Olson, Chrissa (June 21, 2024). "Virtual Queueing Software Company QLess Files for Bankruptcy". Inc. Retrieved August 28, 2024.
- ^ "QLess Names James Harvey as CEO, Launches Future CX". SalesTech Star. 2022-04-27. Retrieved 2024-08-29.
- ^ Customer Email Communication, "QLess Update", Received and accessed June 28, 2024.
- ^ a b "QLess Status Update". info.qless.com. Retrieved 2024-08-28.