Brown Thomas Appointment Scheduling Software Case Study

Results

Hover over the tile to read quotes from our customers

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  More footfall driven to store

  Several brands have seen up to 50% of their appointments being booked online, driven by organic traffic. The forecast is even higher once the online booking service is promoted on the website and elsewhere. Qudini enables customers browsing the Brown Thomas or Arnotts websites to seamlessly book appointments in any of their stores. As a result, more customers are learning about their beauty services and visiting their stores for appointments.

  We’ve definitely seen an increase in customers purchasing products. Because the level of customer services are much improved, we are able to serve those patients in a better timescale, which makes not only the patients come back to us, but recommend us to friends and family.
  – Jacob Burns, Store Assistant Manager, Specsavers Plymouth

  

  Increased sales

  78% of customers with appointments make a purchase. Appointment bookings increase store footfall and enable staff to be more prepared for customer appointments by accessing customers loyalty profiles, all leading to greater sales and conversions for the Brown Thomas and Arnotts business. Increased productivity also allows staff to focus on customers and up-selling rather than taking calls to book in/amend appointments.

   

  I am certain that Qudini helps improve customer loyalty. It helps us to identify why someone has come into our practice and allows us to offer them the best possible journey at the right place at the right time.
  – Josie Forte, Director, Specsavers Plymouth

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  A richer CRM database and more loyalty scheme sign-ups

  Qudini integrates with the Brown Thomas CRM software and automatically updates profiles and adds any customer without a profile. This enables Brown Thomas to develop a richer and more up-to-date CRM database and sign more customers up to their loyalty scheme without taking any additional time to do so.

  Qudini has enabled us to have much more pleasant customer experience in the store and we can definitely see that we’ve had a percentage growth in terms of revenue. People are able to come in and complete their sight-tests a bit quicker, which means that they are more likely to stay with us and buy glasses.
  – Josie Forte, Director, Specsavers Plymouth

  

  Improved productivity 

  Previously, the beauty brand colleagues within Brown Thomas stores could only be reactive to the walk-ins coming in to the store. With Qudini Appointment Scheduling, more of their time is filled with appointments. The Qudini platform also saves the beauty brand teams time by making it seamless to create and manage customer appointments and CRM loyalty profiles. This enables them to focus on customer service.

  Qudini helps me in knowing with confidence where my patients are and that leaves me having less stress within my working day and that has made me perform better.
  – Val Collard, Lead Optometrist, Specsavers Plymouth

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  Greater attendance rate

  The percentage of customers attending their appointments is 13% greater than when Brown Thomas used a more manual system to book and manage appointments in-store.

  As a management team it’s a fantastic tool and we’re now able to see how long certain processes take within the store. That’s allowed us to coordinate how many members of the team we have for various different parts of the journey. That, in turn, has improved their customer service levels, reduced waiting times and added to the general ambience of being organised.
  – Josie Forte, Director, Specsavers Plymouth

   

  

  More competitive offering

  The Qudini booking system enables Brown Thomas and Arnotts to capture more footfall from online and turn it into in-store traffic as compared to their local competitors without an online appointment booking option. Up to 30% of appointments are now booked outside of store opening hours.

  The main benefits of Qudini are that it vastly improves customer service in the store and improves staff morale. We’ve improved sales and it just improves the overall store performance. Happier customers equal happier staff and vice-versa. So we’ve certainly seen the benefits of that.
  – Jacob Burns, Assistant Store Manager, Specsavers Plymouth

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  Better resource allocation

  The Qudini data analytics platform enables Brown Thomas and Arnotts’ beauty brands to analyse their concession’s footfall trends in order to more effectively allocate resources.

  

  Improved loyalty

  The improved customer experience coupled with the simplicity and ease of booking a service has led to more customers returning to the store for additional beauty services.

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  Greater insights

  Qudini capture a wealth of data that enables each Brown Thomas and Arnotts beauty concession brands’ head offices to better understand their customer needs and behaviours to improve their resource planning and marketing initiatives.

  

  Improved concession brand relationships

  By offering this valuable service, Brown Thomas and Arnotts has improved its relationships with its beauty concession brands.