Case Study: Johnstone Supply achieves a 10% increase in revenue per invoice and improved customer experience with QLess

Our Queue Management System Helped Johnstone Supply Co. End the Line for Customers

Johnstone Supply, a leading HVAC and commercial refrigeration wholesaler with over 440 stores across the U.S. and Canada, found that customers were rushing to the service counter and skipping a $100,000 showroom remodel because they didn’t want to lose their place in line. The Salt Lake City branch struggled with long physical queues that discouraged browsing and reduced the return on their investment.

The store implemented QLess’s virtual queuing (kiosk or mobile check‑in) for a fast, simple rollout that lets customers browse while holding their spot and gives staff real‑time analytics on wait times and walkaways. The change drove measurable gains — including a 10% year‑over‑year increase in dollars per invoice — along with higher customer satisfaction, fewer walkaways, and improved staff performance.

Johnstone Supply

Jake Bishop

Store Manager