Smart CJM

What Smart CJM does

Smart CJM GmbH is a privately held German software company founded in 2005 and headquartered in Krefeld, Germany, that provides modular queue management and customer journey management solutions. The company's core platform, Smart eXperience, is a multi-tenant SaaS application built on Microsoft .NET C# that controls visitor flows through online appointment booking, digital call systems, self-service kiosks, and intelligent guidance systems. It is sold as three industry-specific solutions: Smart Citizen eXperience (public authorities, jobcenters, DMVs), Smart Patient eXperience (hospitals, community health centers), and Smart Customer eXperience (retail, finance, pharmacies), with integrations including HL7/FHIR for healthcare systems, Microsoft Outlook for appointment scheduling, and open APIs for third-party connections.

The company's go-to-market combines direct enterprise sales with a global partner network of Premium Partners and Authorized Resellers spanning 20+ countries across Africa, the Middle East, Asia, Europe, North America, South America, and Oceania. Wholly-owned subsidiaries operate in the USA (Smart CJM Corporation, New York), UAE (Smart CJM FZCO, Dubai), and the Netherlands (Smart CJM BV, Alphen aan den Rijn). Revenue is generated through SaaS subscriptions, professional services for implementation and training, and hardware sales (self-service terminals, displays). Pricing is quote-based with no public price list, reflecting an enterprise sales motion.

The AI layer, branded as Smart NexCX (foundation platform) and Smart Connect AI (chatbot and voice assistant integrations via Model Context Protocol), overlays generative AI capabilities onto the queue management core. Smart Intelligence, launched in 2022, provides self-developed predictive analytics for visitor flow forecasting and proactive staffing recommendations. Quantified customer outcomes cited include 33% average wait time reductions and approximately 30% no-show reductions in public sector deployments. The company is founder-led by Stefan Dylka (CEO and managing shareholder) with Thomas Föcking as CTO, and reports no external venture capital or private equity backing.

Name

Smart CJM

Legal name

SMART CJM GmbH

Website

https://smart-cjm.com

Company type

Private

Founded year

2005

Operating status

Operating

Headcount range

11–50 employees

Short description

Smart CJM is a German private software company providing modular queue management and customer journey management SaaS for public authorities, healthcare providers, and retail organizations across 20+ countries, with an emerging AI layer for predictive analytics and conversational citizen services.

Ownership category

akta.pro rank

Product category

Queue Management Software

NAICS

Computer Systems Design Services (541512)

SIC

Services-Prepackaged Software (7372)

akta.pro primary industry

Workplace Technology & Smart Office Support (Room Booking Systems, IT/AV Liaison) (IMAIALAK)

akta.pro secondary industries

Smart Building Software Platforms (IWMS/CAFM Integration, Digital Twin, Command Center) (BPABAGAG), Digital Check-in/Check-out & Keyless Entry (THALACAG)

Keywords

• Queue management software
• Visitor management systems
• Customer journey management
• Appointment scheduling software
• Public sector digitalization

Headquarters

HQ city

Krefeld

HQ country

Germany

HQ region

Europe

Offices7 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Technology or R&D, Personnel, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Software Subscriptions: Recurring subscription revenue from Smart eXperience platform including cloud-hosted SaaS deployment and ongoing platform access with support.
2. Professional Services: Implementation services, configuration, and training for deployment of queue management and visitor flow solutions.
3. Hardware Sales: Sales of self-service terminals, display screens, and related hardware components for complete visitor management solutions.

Pricing tiers

Go-to-market motion3 records

Distribution channels4 records

Marketing channels7 records

Core offering

Smart CJM provides a modular visitor management and queue management software platform (Smart eXperience) that enables public authorities, healthcare facilities, and retail/finance organizations to control visitor flows through online appointment booking, digital call systems, intelligent guidance, and predictive AI analytics. The platform is delivered as multi-tenant SaaS or on-premise deployment and includes industry-specific solutions (Smart Citizen, Patient, and Customer eXperience) and AI-powered modules for citizen communication and visitor flow forecasting.

Product overview

Smart CJM offers Smart eXperience, a modular visitor management and queue management platform with industry-specific solutions. The core platform is supplemented by three main industry solutions: Smart Citizen eXperience for public authorities, Smart Patient eXperience for healthcare, and Smart Customer eXperience for retail/finance. AI capabilities are delivered through Smart NexCX (AI foundation platform), Smart Connect AI (chat integration), Smart Connect AI Voice (phone AI assistant), and Smart Intelligence (predictive analytics). The modular software architecture includes Online Appointment, Self-Service Terminals, Live Ticket, Mobile Info, Reception, Call Centre, Call Desk, Dashboards & Operations, Reporting, Business Intelligence, and Administration modules that can be flexibly combined and expanded.

Differentiator

Problem solved

Functional benefit

Brands

• Smart eXperience: Flexible, modular visitor management and queue management system for efficient customer flow control
• Smart Citizen eXperience
• Smart Patient eXperience
• Smart Customer eXperience
• Smart NexCX
• Smart Connect AI
• Smart Intelligence
• Smart Connect AI Voice

Products and services

• Smart eXperience Flexible, modular visitor management and queue management system that efficiently controls customer and patient flows, reduces wait times, and increases satisfaction through online appointment booking, digital call systems, and intelligent guidance. Targeted at public authorities, healthcare organizations, and retail/finance businesses.
• Smart Citizen eXperience Software solution for public authorities, government agencies, energy providers, and universities to optimize citizen management through efficient visitor control via online appointment booking, queue management, and competence-related visitor calls.
• Smart Patient eXperience Healthcare-focused solution for hospitals and community health centers to optimize patient management with dynamic systems, integrated patient guidance, call systems, online appointment booking, and HL7/FHIR integration with hospital information systems.
• Smart Customer eXperience Customer experience solution for retail and finance sectors including bicycle retailers, pharmacies, and banks that creates organized customer experiences through modular visitor management and queue management systems with appointment booking and walk-in queue integration.
• Smart NexCX AI foundation platform enabling modern AI technologies in public administration. Supports intelligent citizen communication, appointment management, and internal administrative processes with flexible deployment as on-premises or cloud solution.
• Smart Connect AI AI integration component connecting AI chatbot and voice assistant solutions with Smart NexCX. Enables intelligent appointment booking via chat and phone in natural language through open MCP standard, supporting flexible AI provider integration.
• Smart Intelligence Predictive AI analytics solution integrated into visitor management systems that provides proactive recommendations based on live values and historical data for optimized staffing and service planning. Enables realistic visitor flow forecasting and proactive action recommendations.
• Self-Service Terminals Configurable kiosk terminals allowing customers to independently book services or check in for appointments with integrated waiting ticket output in paper or smartphone format, integrated ticket printing, QR readers, card readers for insurance cards, multilingual support, accessibility compliance, and payment terminal integration.

Quantifiable outcome

• Cutting average wait times by 33%
• +1 more outcomes

Named customers4 records

Segments5 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration4 records

AI capability7 records

Feature10 records

Partnerships

Eight partnerships are on record, tiered core, primary and secondary.

• Zaitgeist Innovation GroupcoreTechnology or IntegrationStrategic partnership for AI integration, jointly developed the municipal AI assistant 'Charly' that connects to Smart NexCX platform. Enables multilingual citizen dialogues, 24/7 inquiry handling, and automated appointment booking through Smart Connect AI Voice.
• PinetreeprimaryChannel Partner/ Reseller/ DistributorPremium Partner for UAE market, distributing Smart CJM solutions in the Middle East region.
• NVVB (Nederlandse Vereniging van Burgerzaken)primaryChannel Partner/ Reseller/ DistributorPartner in Netherlands for civil affairs and citizen services, co-marketing Smart CJM solutions to Dutch public sector organizations.
• V-ICT-ORprimaryChannel Partner/ Reseller/ DistributorBelgian partner for ICT in healthcare, promoting Smart CJM healthcare solutions to Belgian medical facilities.
• OribisecondaryChannel Partner/ Reseller/ DistributorNetherlands-based partner supporting Smart CJM distribution in Dutch market.
• HQ HealthcaresecondaryChannel Partner/ Reseller/ DistributorHealthcare-focused partner in Netherlands promoting Smart Patient eXperience solutions.
• HostmanshipsecondaryChannel Partner/ Reseller/ DistributorNetherlands-based partner focused on customer experience and service excellence.
• LecoscoreImplementation/ SI/ Consulting PartnerIT service provider for City of Leipzig, partnered on digital ballot voting solution deployment at Neues Rathaus. Lecos is the city's IT Dienstleister supporting the digital transformation project.

Scale indicators7 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Waitwhile: Waitwhile is a cloud-based virtual queue and appointment management platform used by enterprises and public-sector-adjacent organizations. Its SaaS queue/booking model overlaps directly with Smart CJM's Smart eXperience and Online Appointment modules.
• Qmatic: Qmatic is one of the most established global providers of queue management and customer journey management solutions for public sector, banking and healthcare. It is the most direct competitor to Smart CJM's Smart eXperience platform in both product scope and target verticals.
• Lavi Industries: Lavi Industries supplies queue management systems including stanchions, digital signage and flow management software. It overlaps with Smart CJM's combined hardware (self-service terminals) plus software approach to visitor flow.
• Inova Solutions: Inova Solutions offers queue management and digital signage solutions for healthcare and government environments. Its focus on patient flow and visitor management aligns closely with Smart CJM's Smart Patient eXperience and public-authority offerings.
• JRNI: JRNI (formerly BookingBug) provides appointment scheduling, queue management and customer journey software to retail, banking and public-sector clients. It competes with Smart CJM's appointment-booking and customer flow capabilities in similar verticals.

Broad incumbents

• ServiceNow: ServiceNow's Customer Service Management and public-sector workflows increasingly embed queue and case management capabilities. As a broad incumbent, it competes indirectly with Smart CJM in large enterprise and government deals.
• Genesys: Genesys is a major contact center and customer experience platform whose omnichannel routing and workforce engagement overlap with Smart CJM's call center and queue management functionality, especially for larger enterprise customers.
• Salesforce: Salesforce Service Cloud and Industry Clouds (including Public Sector and Health Cloud) provide appointment, case and queue management as part of a broader CRM. Salesforce represents a competitive incumbent that may bundle queue capabilities into existing enterprise agreements.

Emerging players

• Setmore: Setmore is an SMB-focused online appointment scheduling platform. It addresses a lighter-weight segment of the same appointment/queue problem Smart CJM solves, particularly for retail and service SMBs.
• SimplyBook.me: SimplyBook.me offers customizable online booking and appointment management across multiple verticals. It overlaps with Smart CJM's Online Appointment and Live Ticket modules at the lighter end of the market.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• LinkedInlinkedin.com/company/smart-cjm

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Subsidiaries3 records

Funding overview

Funding rounds1 record

Investors1 record

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Smart CJM