Front-line service is broken. We set out to fix it.

Staff at hospitals, campuses, government offices and stores lose hours every day to work that keeps them from serving people. They check people in, chase forms, handle transactions and redirect someone who has waited 20 minutes in the wrong line.

We call this the middle work. Most service software ignores it. WaitWell takes it on, so staff can focus on the part only a person can do.

“We did not grow by automating people out of service. We grew because we made service better for the staff at the counter, the person in front of them and the admin who has to make resource allocation decisions,” said Steve Vander Meulen, WaitWell’s CEO and co-founder. “That principle is why we are now building AI into the platform, and why we are building it to take work off staff rather than take staff off the floor.”

The same challenges, on both sides of the border

Over the past three years, thousands of service locations across the United States and Canada have chosen WaitWell. They face the same pressures: more people to serve, fewer staff to serve them, and a public that expects service to work as easily as everything else on their phone.

Where our growth came from

Our growth came from two places.

- New clients across the US and Canada, including the Nevada DMV, Vancouver Coastal Health, SKIMS and UC Berkeley.

- Existing clients who widened their use of WaitWell. This drove a significant portion of our growth.

Clients expand by handing over more of their service operations. A client might start with queue management, then add scheduling. Then they add more locations and more types of service. Over time, WaitWell shapes how they organize service itself.

Like most of our enterprise clients, GLENTEL, for example, has continued to expand WaitWell into hundreds more locations.

“At GLENTEL, we are always looking for ways to enhance the customer experience and support our retail teams. WaitWell has been a valuable partner in that effort, helping us streamline appointment management, improve in-store traffic flow, and deliver a more seamless service experience. Their willingness to listen, innovate, and adapt alongside our business has made the partnership especially beneficial. We are proud to work with a Canadian company that shares our commitment to innovation and service excellence,” said Tarik Belarbi, Senior Director of Retail Operations, Projects & Customer Service at GLENTEL.

The numbers

- No. 57 of 375 on Canada’s Top Growing Companies

- 500% growth over three years

- Nearly 45 million people served

- More than 12.8 million hours of waiting saved