Specsavers Virtual Queue Management Software and Appointment Scheduling Software Case Study

Results

Hover over the tile to read quotes from our customers

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  Increased word of mouth

  Enhanced customer service has directly led to referrals.

  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 loyalty

  The improved customer experience and stronger relationships with the store team make customers more likely to return to the Specsavers store and provide positive feedback to friends and family.

  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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  Improved sales

  For some Specsavers stores, walk-outs have reduced and average transaction value has increased. Wait times have reduced in many stores, saving each store’s customers hours a month. The enhanced customer experience ensures customers stay for services, have more positive colleague interactions and have more time to choose eyewear, thus driving a greater number of customers to purchase eyewear at the end of their journey.

  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

  Colleague efficiency has improved and some stores have additional hours per week to put to better use. Thanks to better visibility of store activities, improved communications across departments and less on-the-job stress (due to the improved customer experience), store teams have become far more productive.

  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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  Right people, right place, right time

  Qudini enables the Specsavers store management teams to access data that allows them to better forecast their staff activities, while also providing a tool to better manage their staff and shop floor activities on the fly. As such, they can ensure the right people are allocated to the right places at the right time and are always serving the right customer.

  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

   

  

  Increased employee retention

  Improved staff processes and communication coupled with a calmer store environment improves the morale of Specsavers’ store teams, encouraging them to stay within the Specsavers’ family and perform to their best.

  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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  Improved commercial decisions

  The Qudini Business Intelligence Dashboards provide Specsavers’ head office with insights that help them make smarter decisions on stocking, marketing and resource planning.