O2 Virtual Queue Management Software Case Study

Results

Hover over the tile to read quotes from our customers

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  Increased sales

  Thanks to a 62% reduction in walk-outs, the store team have the opportunity to convert an additional £29 million p/a worth of potential new contract customers.

  

  Better resource allocation

  The improved shop floor operations, driven by the Qudini software and the footfall insights that Qudini provides, has enabled O2 to better allocate their resources to the right times and locations saving them significant cost and driving more than a 1,000% ROI on the cost of Qudini.

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  More productive shop floor

  Staff transaction times have reduced by 27%, with Qudini ensuring that more positive and productive conversations take place in less time. Providing the shop floor team with more time allows them to serve more customers and undertake more tasks.

  “Without Qudini, I would feel a lot less in control than I do right now. But I know exactly what is going on in my store and it helps me lead my team a lot better and it gives me the time to be able to do that.”

  Store Manager, O2 UK

  

  Improved customer loyalty and advocacy

  O2’s NPS Fan scores have been at an all-time high since using Qudini, thanks to the improved waiting experience, better customer service and enhanced opportunity to engage with the O2 brand whilst they wait for service.

  “It’s something that we kind of show off to a customer and say “look, here you go, why don’t you enter your name in”, and it creates that little bit of trust that “oh, my name is captured on a system.”

  Shane Popat. O2, Store Leader

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  Smarter commercial decisions

  The O2 head office now has access to invaluable business intelligence analytics on their stores’ footfall, performance and operations, helping to improve sales and efficiency across their entire estate.

  

  Improved competitive advantage

  With telcos typically losing footfall to competitors due to in-store waits for service, having an improved waiting experience ensures O2 can not only retain customers, but even capture those walking out of their competitors’ stores.

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  Increased staff retention

  The improved in-store atmosphere and team collaboration reduces stress and improves morale for the store colleagues making them more likely to remain in store. This reduces O2’s spend on recruiting and training colleagues.

  

  Reduced consulting costs

  Before Qudini, the O2 business intelligence team invested in consultants to undertake mystery shopping activities, time and motion studies and exit surveys across their stores. At the time, this was essential to being able to understand their store operations and customer experience. Now, they have all the data they need within Qudini on an ongoing basis, saving them £200k a year that would otherwise be spent on consultants. These insights can be used internally or provided to consultants to make faster and more meaningful changes across their business.

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  Safe and engaging customer experience

  Instead of waiting in a physical queue, customers can wait virtually from their cars or in the area, keeping them safe and saving them time.