Jake Eichhorn: Hi, everyone. This is Jake Eichhorn with TDX Tech. Today, we’re joined by cleverQ, a Germany-based software company specializing in customer flow, queue management, appointment handling, and AI-assisted customer engagement solutions. We’ll be taking a closer look at how their software experience works on self-service kiosks like the POSBank platform you see here today, and how retailers and service providers are using these technologies to improve customer experience and operational efficiency.

Hi, Rebecca. For customers who aren’t familiar with cleverQ, can you provide an overview of what cleverQ is and how it can help them?

Rebecca Pfeiffer: Sure. cleverQ helps optimize customer flow. Not just customer flow, but also patient flow, depending on the vertical. At the end of the day, it’s about optimizing customer satisfaction and employee satisfaction, minimizing waiting times, and eliminating queuing lines. Customers have maximum flexibility with digital tickets or traditional paper tickets. Ultimately, it’s about customer satisfaction, employee satisfaction, and reducing waiting times.

Jake Eichhorn: Love that. Reduce lines. We don’t like lines. And increase customer experience. Thank you.

Okay, in the retail world, how are you solving their pain points?

Rebecca Pfeiffer: We are able to reduce waiting times so customers don’t need to stand in line in front of a counter. We can manage that upfront with our web appointment solution, allowing customers to arrange an appointment in advance and then authorize at a kiosk terminal.

We also help organize walk-in customers. They can choose a digital ticket on their mobile phone and continue exploring the store, visit another store, or go to a café while they wait. At the end of the day, it’s about reducing waiting times and eliminating the need to stand in line.

It’s also about managing employees on site. On Saturdays, you may need ten counters because demand is high. On Mondays, you may only need two. It’s also an internal management solution.

Jake Eichhorn: Absolutely. So you’re managing not only the customer’s pain points and waiting in line, but you’re also helping manage employees and ensuring everybody is taken care of at the same time.

Rebecca Pfeiffer: Exactly. One of the key reasons customers choose our solution is to improve employee satisfaction as well.

Jake Eichhorn: We have a demo environment here. Can you show us what it looks like to work with cleverQ?

Rebecca Pfeiffer: Sure. Here we have a kiosk terminal. Customers can create a ticket for multiple services. Let’s create a ticket for mobile plans. They can choose a specific request and then select either a printed ticket or a digital ticket.

I’ll create a digital ticket. I scan the QR code with my mobile phone, and because I already downloaded the cleverQ app, the ticket is now available in the app. I can activate the ticket and see it in my cleverQ wallet.

Jake Eichhorn: And it was that easy. You select the queue, scan the QR code, and you’re off and running. You can walk away and come back when it’s your turn.

Rebecca Pfeiffer: Correct. Now you have maximum flexibility.

Jake Eichhorn: Simple and easy. I love it.

For people who don’t know how to use a kiosk, how can we help them work through the process?

Rebecca Pfeiffer: We have an avatar available at the kiosk terminal that can guide users through the process.

AI Assistant: Hello, and welcome to Nexa Connect. I’m your virtual assistant, and I’m here to help make your visit fast and easy. You can choose one of the services. If you already have an appointment, simply select the appointment option below. Feel free to interact with me at any time.

Rebecca Pfeiffer: The avatar provides a full overview of what’s available at the kiosk terminal. Customers can select services, manage appointments, and choose how they’d like to receive their ticket.

AI Assistant: Please choose how you would like to receive your ticket.

Rebecca Pfeiffer: I choose a digital ticket and scan the QR code. Now I have my digital ticket available on my mobile phone.

Jake Eichhorn: Very helpful. The AI assistant guides users through all the menus.

In a world where we’re often given so many options, whether it’s mobile or kiosk solutions, how flexible can cleverQ be?

Rebecca Pfeiffer: cleverQ is fully hardware agnostic. End users can work with their mobile phones, and we can integrate with multiple kiosk terminals. We are a cloud-based platform, which means implementation is easy.

Even if you already have monitors displaying digital signage, you can integrate our solution. It’s a SaaS platform that can be implemented easily using a URL.

It’s also important to mention that we have open APIs, so we can integrate with existing tools. That gives customers maximum flexibility.

Jake Eichhorn: You can work with existing displays as well as new kiosks. You meet customers where they need to be.

Rebecca Pfeiffer: Exactly.

Jake Eichhorn: I know some of your success comes from deploying these solutions from a single store to locations across an entire country. Can you tell me more about what success looks like working with cleverQ?

Rebecca Pfeiffer: It usually starts with a discussion and perhaps a rollout to ten locations. That’s very easy to implement. Those locations test the solution and evaluate customer response.

For example, we implemented a solution for T-Mobile in Austria. They started with ten locations and found that customer satisfaction increased significantly. As a result, they decided to roll it out across the entire country.

We added another 40 to 50 locations. Because everything is digital and cloud-based, it’s easy to make adjustments and add more locations. The kiosk application itself is also simple and quick to install.

Jake Eichhorn: Deployment at scale does not sound like an issue for cleverQ. It sounds like there are many success stories there.

Rebecca Pfeiffer: Yes.

Jake Eichhorn: I understand the benefits for consumers who scan a QR code and receive a digital ticket. Can you explain the benefits for employees using cleverQ?

Rebecca Pfeiffer: Absolutely. For employees, one of the biggest benefits is that everything is well organized. Customers are not standing in long lines, and the environment is calmer and more efficient.

Employees can call customers using existing tablets or laptops. The solution is browser-based, which provides flexibility and allows staff to work with different hardware devices while keeping everything organized.

Jake Eichhorn: I think about the chaos of Black Friday retail stores, where managers are dealing with everything happening inside the store while also managing long lines. This allows them to manage customer flow while handling all of their other responsibilities.

Rebecca Pfeiffer: Exactly. Queue management is ultimately about employee satisfaction and creating a positive atmosphere in the store.

Jake Eichhorn: Thanks again to the cleverQ team for joining us today and giving us a look at their customer engagement platform running on the POSBank kiosk solution.

At TDX Tech, we help retailers and service organizations deploy technologies like these through staging and integration, nationwide deployment services, field support, logistics, and ongoing maintenance programs.

If you’d like to learn more about cleverQ solutions, POSBank kiosks, or how TDX Tech can support your next deployment initiative, reach out to our team. We’d be happy to help.