Tesco Click and Collect Software and Appointment Scheduling Case Study

Results

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  Increased conversion and sales

  Thanks to the Qudini Call a Colleague system, more customers request and wait for help. Now, each customer is seen in under three minutes by the right colleague the first time, whereas many of them would have otherwise abandoned their purchase due to not finding a store colleague in time. As such, Qudini helps Tesco support and sell to more customers.

  

  Improved loyalty

  The enhanced service accessibility, reduced wait times and ability for customers to speak to the right staff member for their needs, enables Tesco to improve customer experience and build better relationships with their customers that drive loyalty to their online and offline channels.

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  Better commercial decisions

  Tesco now has access to rich insights on customer patterns and needs. This enables them to make smarter commercial decisions on marketing initiatives, stock planning and resource planning.

  

  Freed physical space

  Now that customers can check-in from a self-service kiosk, Tesco no longer needs desks allocated to its click and collect department and has removed these from its floor plans. This saves an average of 20 square metres per store that can be used for seating areas or sales purposes.

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  Improved out of hours conversion

  20% of F&F Call a Colleague requests are made to gain access to the fitting rooms during out of hours periods in the 24/7 Tesco Extra stores. As fitting rooms are closed out of hours, customers would have had to find a staff member to try on clothing and many would have abandoned their purchase.

  

  Improved customer service experience

  Qudini ensures that customers are placed in the right queue, the first time round. There are no longer issues with customers waiting in the wrong queue and being told that they need to queue again. This saves colleagues time and significantly improves customer relationships.

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  Better resource allocation

  Now that Tesco colleagues are able to receive customer requests remotely, they are freed to work across the shop floor on a variety of other tasks and services. When a customer needs them, they receive an alert and the right colleague is able to find the customer in a much faster timeframe.

  

  Increased unplanned purchases

  Now that customers are freed from physically queuing, they are happy to browse the store and visit the café as they wait, leading to more unplanned purchases.

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  Improved outdoor Click + Collect operation

  Using Qudini has significantly improved the outdoor drive-through Click + Collect operation. Now that customers can check-in from a kiosk as they drive through, colleagues no longer need to wait outside to take orders and can focus on preparing the customers orders as soon as they arrive.