Brown Thomas Covid-19 Case Study Appointment Scheduling Software and Virtual Queuing System

Results

Hover over the tile to read quotes from our customers

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  Higher NPS scores

  Brown Thomas has noticed a significant increase in NPS scores since deploying Qudini’s software in stores and online.

  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

  

  Attracting new customer-base

  Roughly 70% of customers making online appointments with personal stylists and beauty consultants are new. They also fall into a younger demographic.

  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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  Increased interest in online channels

  A lot of new customers have actively engaged with the brand during the lockdown through its online channels.

  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

  

  Positive customer feedback

  Customers have commented that Brown Thomas’s in-store social distancing measures have made them feel safe while keeping a positive in-store experience.

  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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  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.

  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

   

  

  Better resource allocation

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

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  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.

  

  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 behaviors to improve their resource planning and marketing initiatives.