About us

Because time is valuable.

With the latest technology we help our customers optimise online and on-site service processes so that the best possible service experience emerges.

Smart CJM was founded in 2019 by Thomas Föcking and Stefan Dylka in Krefeld and is a provider of customer journey management for public authorities, healthcare and retail. Smart CJM’s solutions run the complete customer journey — from online appointment booking through the call-up system to indoor navigation. Today Smart CJM serves more than 300 customers and is present in five countries: Germany, France, Austria, the Netherlands and the USA.

What drives us

What does Smart CJM do?

Smart CJM takes customer journey management to a new level. Instead of administering queues, Smart CJM runs the entire visit: book online, call up on site, guide through the building and make the process measurable. The motto “Because time is valuable” is at the centre of it — for visitors, for the people at the counter and for management.

Smart CJM has established itself as a provider of customer journey management for public authorities, healthcare and retail. Smart CJM’s solutions are certified to BITV and EN 301 549 and run in data centres in Germany; on-premises operation is possible.

Public administration: Citizen offices, districts and cities of a million such as Cologne.
Healthcare: Admissions, outpatient clinics and connections to hospital systems.
Retail: Advice and customer flow in bricks-and-mortar retail.
Transport: Deutsche Bahn travel centres at more than 30 locations.

Our history

How has Smart CJM developed?

Since it was founded in Krefeld in 2019, Smart CJM has developed its solutions continuously — in 130 development sprints so far, each aimed at what customers and the market actually ask for. Wayfinding, the paperless ticket, Smart Intelligence and Smart NexCX all came out of that work.

2026

Smart NexCX launches

The launch of the latest product in customer journey management: Smart NexCX. Alongside it, the launch of the Smart Connect AI solutions with chatbot, voicebot and administration.
2025

Smart Innovation

Smart Innovation stands for a set of modular digital solutions that make administrative processes more efficient and fit for the future — from automated responsibility checks to further applications. Administrative workflows can be digitised step by step with them.
2024

Five years of Smart CJM

Smart CJM has been a provider of customer journey management for five years — with a great deal still ahead.
2024

Measurable results in retail

At Lörper Fahrrad GmbH, Smart CJM’s customer journey solution improves both staff and customer satisfaction by 35 % each — with a 5 % increase in revenue as a result.
2024

Going live in Rotterdam

The municipality of Rotterdam, at its Hoogvliet site, is the first public location to switch entirely to Smart CJM’s visitor guidance system.
2023

New kiosk line

Alongside the 27-inch and 22-inch kiosk systems, Smart CJM now offers compact devices at 10 and 15 inches.
2023

Deutsche Bahn Reisezentrum+

Smart CJM supplies one part of Deutsche Bahn’s new travel centre: the call-up system accompanies customers from reception to the counter, with a waiting-time forecast and a digital waiting slip, seamlessly integrated into the sales system.
2023

Wayfinding integrated

In the state capital Hanover, wayfinding is implemented in Smart CX — a premiere of its own.
2023

Smart CX Public starts

Smart CX Public starts as a format for customers and prospects — built around talks by customers about their own practice.
2022

200th public-sector customer

Smart CJM wins its 200th customer in public administration.
2022

Deutsche Bahn rollout

A demanding rollout, technically and logistically: Smart CX is rolled out in 34 Deutsche Bahn travel centres.
2022

Paperless ticket

The paperless ticket reduces paper consumption, makes operation easier and improves the efficiency of the processes.
2022

Smart Intelligence introduced

By integrating artificial intelligence, Smart Intelligence enables predictive analysis of visitor numbers and supports users proactively.
2021

Smart CJM USA founded

Smart CJM Corporation is founded in New York — the basis for entering the US market.
2021

BITV certification

Smart CJM’s digital services are certified to BITV and EN 301 549 — for accessibility and usability.
2021

First city of a million: Cologne

With the City of Cologne, Smart CJM wins the first city of a million for its customer portfolio.
2020

Smart Ventures founded

To expand into further countries, Smart CJM founds Smart Ventures.
2020

Major customer AMS Austria

On behalf of the Federal Computing Centre (BRZ), Smart CJM equips the Austrian public employment service (AMS) with Smart CX and kiosk hardware.
2019

Partner in France

With Imminant, Smart CJM gains a partner for selling and implementing the solutions in France.
2019

First customer: Havelland district

The first customer in the founding year is the Havelland district — which has stayed with Smart CJM ever since.
2019

Founded in Krefeld

Thomas Föcking and Stefan Dylka found Smart CJM GmbH in Krefeld with the aim of taking customer journey management to a new level.

Founders & management

Who runs Smart CJM?

The management team of the Smart CJM Group consists of five people. All of them bring many years of international expertise in their field and in customer journey management.

Group CEO

Stefan Dylka

Founder and managing partner of the Smart CJM Group

Diplom-Ingenieur in electrical engineering, TU Dortmund
Co-Founder

Thomas Föcking

Founder and partner of the Smart CJM Group
Group CTO

Marcus Büscher

Bachelor of Science in information technology, Westfälische Hochschule Bocholt
Group CMO

Klaus-Peter Grave

Diplom-Kaufmann, Universität GHS Essen
Group CPO

Martijn ter Wee

Degree in human resource management, Amsterdam