Samsung Appointment Booking Software for Service

Results

Hover over the tile to read quotes from our customers

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  New footfall to store

  The Qudini appointment and event bookings software drives more footfall to store by making it seamless for customers to book appointments.

  Since launching the online portal for repair bookings, we have seen an increase in footfall that we wouldn’t normally have. The convenience factor for the customer because they can book when and what time they would like their repair appointment, and to have zero wait time in store, is a great benefit to the customer.
  – Greg Willis, IM Development Executive, Samsung

  

  Increased walk-in retention

  The Qudini Queue Management system enables Samsung to improve walk-in retention due to the enhanced waiting experience.

  Less customers walk out because of the Queue Management system. Just because they know exactly where their position is. The staff know exactly where they are, the customers have really clear visibility from the screens on the first and the second floor.
  – Store Colleague, Samsung Oxford Street Store

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  Greater physical space

  Samsung stores no longer have a physical queue for their service centre and can better use their store space for product displays and customer experience offerings.

  

  Increased sales

  Qudini’s software has enabled Samsung stores to serve and sell to more customers, by increasing footfall, walk-in retention and shop floor efficiency.

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  Improved productivity

  Samsung’s in-store efficiency has been transformed by Qudini. The ability to manage footfall, shop floor activities and staff resources, whilst not wasting time managing customers and complaints, has given stores more time to serve customers and complete important tasks.

  In-store the staff are a lot more productive and efficient because of using this tool.
  – Greg Willis, IM Development Executive, Samsung

  

  Better resource allocation

  The ability to see upcoming appointments alongside the wealth of data provided by the Qudini platform enables the Samsung head office to better understand their operations in order to improve sales, resourcing, stocking of parts and marketing initiatives.

  Appointment booking has allowed us to better forecast, not only in terms of staffing and resources, but also parts as well when it comes to ‘break fix’.
  – Paolo Lupi, CX Leader, Samsung

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  Improved NPS Scores

  The improved waiting experience for walk-in customers and improved customer experience for those with pre-booked appointments and events has improved customer satisfaction and resulting NPS scores. This enables Samsung to build stronger brand relationships and loyalty with more customers.

  Working with Qudini, we’ve been able to allow customers to browse in store. Rather than stand in a queue not knowing when they are going to be served. So the output of that has really given us some strong NPS success.
  – Paolo Lupi, CX Leader, Samsung

  

  Store of the future ready

  With Samsung increasingly building their ‘store of the future’ concept with new customer service offerings, Qudini provides them with a tool to ensure their initiatives are seamless and effective.

  The customer’s expectation when they come into a store is to have an amazing experience. After all, we’re named the Samsung Experience Store and where we have a tool like Qudini, that only really enforces that experience.
  – Paolo Lupi, CX Leader, Samsung

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  Channel partner ‘halo effect’

  The improved experience within Samsung’s stores has also driven greater sales for Samsung’s channel partners who have stores nearby (e.g. same high-street or shopping centre).

  

  Powering the care and after sales purpose

  Qudini’s software helps Samsung provide great customer service even after they have left the store.

  When customers come into store, there is a greater opportunity to retain those customers. And that’s the big difference for us in the world of care and after sales. For us, it’s all about retention. And Qudini allows us to give the best possible experience to customers at the start of their journey and at the end of their journey.
  – Paolo Lupi, CX Leader, Samsung