Overview

QLess technology is helping a multinational telecommunications company significantly reduce the wait time for customers, preventing walk-aways that lead to significant losses in business. Customers no longer have to take a paper ticket and wait in line, but instead can schedule appointments ahead of time via the QLess solution.

“It’s kind of amazing that for a company selling mobile products and services to our customers, we had not fully adopted a mobile strategy for how we serve them,” said their Global Head of Retail Technology. “With QLess, we’ve been able to reduce the amount of time people must wait in line, meaning far fewer walk-aways and more business.”

Challenge

With roughly 2,000 clients queuing at each of its stores in Spain each month, this telecommunications leader was facing a serious problem with walkaways – people who don’t have the time or the patience to wait. The company estimated that of those who left, only about one-third returned – often as much as three and a half months later. The other two-thirds never returned at all, meaning lost customers and lost revenue opportunities.

“We needed a modern, mobile solution that would reduce the amount of wait time for our customers and stop them from walking out the door with their business, often never to return,” said their Global Head of Retail Technology. “On average, the number of walk-out customers is equivalent to 17 months of lost value.”

Solution

After evaluating a number of options, the global telecommunications leader selected QLess with the goal of getting the system up and running fast.

“By our calculations, every day we delayed getting a solution in place was costing us roughly 7,500 lost customers,” said the Global Head of Retail Technology. “On an annual basis, that translates to more than a half a million dollars in profit.”

The benefits were immediate: their stores experienced a 66% reduction in service delays with customers. After success with a QLess pilot at one location, they rapidly expanded the rollout to all 85 stores, on schedule and within budget in 11 weeks.

“The QLess mobile solution allows us to bring our staff to customers rather than waiting for customers to come to them,” said the Global Head of Retail Technology.

By allowing people to schedule appointments in advance via smartphone, PC or tablet, customers arrive when it’s their turn for prompt service.

“QLess sends updates to our customers via text or voice message, keeping them current on any changes or delays and even allowing them to reschedule appointments without losing their place in the queue,” said the Global Head of Retail Technology.

Results

Since launching QLess, the leading telecommunications company gained significant improvements in customer satisfaction and loyalty.

“Right away, 42% of our customers adopted QLess to schedule and manage their appointments,” said the Global Head of Retail Technology. “We saw an immediate reduction in no-shows and walkaways of 12%, and overall customer satisfaction of 99% with the QLess app.”

Serving customers more quickly with the QLess solution is going straight to their bottom line. Each store is seeing an increase of $1,200 in profits each month from the mobile queuing feature alone. In addition, the return on investment for the solution through the reduction of no-shows and walk-aways is more than 600%.

“With QLess, we’ve found a solution that fits with our vision for being a mobile leader. By serving our customers more quickly, we have an opportunity to retain and grow their business with us — that was impossible before.” —Global Head of Retail Technology, Global Telecommunications Company

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