Win the Retail Revolution

Powerful ROI business cases

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• Increased store footfall

  • 50% of beauty service footfall comes from online traffic for some concession brands (Brown Thomas, department store retailer, +300 beauty concessions)
  • 30% of bookings are made outside of store opening hours (Brown Thomas, department store retailer, +300 beauty concessions)
  • 13% more customers will attend their beauty appointment than before, enhancing conversion opportunity and store productivity (Brown Thomas, department store retailer, +300 beauty concessions)

  “We rolled out Qudini to all of our beauty brands and we have seen a massive uptake on it. Without even much marketing we’ve seen up to 50% of some of our bigger beauty counters have their appointments made online. And people are just picking that up organically and it’s fantastic to see.”

  Sarah Esler, Digital Innovation Lead, Brown Thomas (Department store, +300 beauty concessions)

  Increased incremental spend for BOPIS/click and collect

  • 20% of customers make an unplanned purchase while they wait for their order (John Lewis, UK department stores, +50 stores)
  • 5% purchase food/drinks in the cafe (IKEA, global furniture retailer, +300 stores)

  “I’d say that 20-30% of customers buy something whilst they wait using Qudini.” 

  Store Manager, IKEA (global furniture retailer, 18 UK stores)

• More customers served

  • 70% walkout reduction (Sweatshop, sportswear retailer, +50 stores)
  • Greater stock availability on the floor now that store associates have time to put away items (John Lewis, department store retailer, +50 stores)
  • Customers that request assistance on the floor or in the fitting rooms are seen in under 3 minutes (Tesco, international grocery retailer, +1,500 stores)

  “Categorically at no point did we lose a customer on Saturday, because everyone who walked through that door had a conversation with me. I knew everyone’s name and it was a really good experience”

  Store Manager, Sweatshop (Sportswear retailer, +50 stores)

  Improved loyalty

  • 40% satisfaction increase for click and collect customers (House of Fraser, department store retailer)
  • 100% of customers said they would buy a turkey from the store next year, 10% more than stores without the Qudini system (Waitrose, grocery retailer, +300 stores)
    60% of customers with a follow-up appointment will return to store (TUI, global travel retailer, +500 stores)

  “Found the system very easy…will definitely visit the store again.”

  Customer, IKEA (global furniture retailer, 18 UK stores)

• Increased sales

  • 33% average transaction value increase (Specsavers, international eyewear retailer, +1,000 stores)
  • 9% increase in accessories sales while customers wait (Sweatshop, sportswear retailer, +50 stores)
  • 78% conversion on appointment customers, the highest of all footfall (Brown Thomas, Department store, +300 beauty concessions)
  • 10% store conversion increase (TUI, travel retailer, +500 stores)
  • 24% increase in beauty service sales drives a 1,908% ROI (Superdrug, health and beauty retailer, +700 stores)

  “Qudini has enabled us to have a 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.“

  Franchise Partner, Specsavers (International eyewear retailer, + 1,000 stores)

  Improved brand perception and awareness

  • 60% of scheduled appointments are new customers (TUI, global travel retailer +500 stores)
  • Doubled appointments by placing a link on Facebook page (Thomas Cook, global travel retailer, +500 stores)
  • Increase in younger Millennial and Gen Z customers visiting stores   (L’Occitane, beauty retailer, +1,500 stores)

  “The customer journey is so much smoother and we look more professional. We would be lost without it.”

  Partner, John Lewis (Department store retailer, +50 stores)

• Increased productivity

  • Doubled click and collect speed by removing three steps from the collection process (House of Fraser, department store retailer)
  • Beauty advisors have more time with customers as they have appointments throughout the day (Brown Thomas, department store retailer, +300 beauty concessions)
  • 27% reduction in transaction times ensures more customers are seen in less time (Sweatshop, sportswear retailer, +50 stores)

  “Qudini is really good because it helps with managing staff as well as customers’ expectations. It has also improved our team’s transaction times.”

  Store Associate, O2 (Telco retailer, +450 stores)

  Improved staff retention

  • Store associates significantly less stressed due to eliminated customer complaints (all our clients)
  • 92% of store associates say Qudini adds value (IKEA, global furniture retailer, 18 UK stores)

  “It’s just a lot less stress. When you’ve got something that works so well, it makes your job a lot easier.”

  Store Associate, Specsavers (International optical retailer, +1000 stores)

• Improved resource allocation

  • Position store associates in the right place at the right time with walk-in and appointment insights (Samsung, global electronics retailer, +50 stores)
  • In low periods, store associates can attend to other tasks and receive an alert when customers require assistance (Tesco, international grocery retailer, +1,000 stores)

  “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 (Global electronics retailer, +50 stores)

  Smarter commercial decisions

  • Improved resource and stock planning, brand marketing initiatives to improve sales and reduce costs (all Qudini clients)

   

   

  “One of the benefits that Qudini brings to our colleagues in-store is the ability to plan their time more effectively. With Qudini, we can make sure we’ve got the right people where they need to be.”

  Alistair Stewart, Head of Operations, O2 (Telco retailer, +450 stores)

• Saved physical space BOPIS/click and collect

  • 20 square meters per store saved now that dedicated BOPIS/ click and collect desks no longer needed (Tesco, international grocery retailer, +450 stores)

  “I like it. It’s better than what we had before. It allows us to get on with other things and not have to keep an eye on the desk.”

  Store Associate, Tesco (International grocery retailer, +1,000 stores)

  Reduced consulting spend

  • $200k reduction in consulting spend due to continuous access to game-changing insights on customer experience and store operations (O2, telco retailer, +450 stores)

  “The Qudini analytics have really helped us to understand how the stores are actually planning time and utilizing the people in the store during the time of operation. It also gives us some really clear insight into when customers are coming in and what they are coming in to ask us for, as well.”

  Alistair Stewart, Head of Operations, O2 (Telco retailer, +450 stores)

• Additional proven benefits

  • An enhanced competitive edge
  • Increased compliance
  • Head office time saved
  • Increased customer feedback collection
  • Centralization of multiple tools into one system

   

  “I would hate it if Qudini was taken away. Its benefit to a large store like this is incalculable.” 

  Lead Optometrist, Specsavers (Global optical retailer, +1,000 stores)

  Improved partner relationships

  • By offering this valuable services to their beauty concessions, Brown Thomas have improved their partner relationships. (Brown Thomas, department store retailer, +300 beauty concessions)

  “We’ve been working with Qudini over the last year and we’ve rolled out about 412 services over 90 counters, 40 brands and 7 brands and we’ve exposed all of that online, so our rate of acceleration has just been stratospheric.”

  Sarah Esler, Digital Innovation & Omni-Channel Lead, Brown Thomas

• Low cost implementation

  • Software easily implemented across retailer’s existing desktop and tablet devices, ensuring low cost of ownership (Movistar, telco retailer, +800 stores)
  • Remote roll-out to 1,000 stores in India within five days (Airtel, telco retailer, +5,000 stores)
  • Store associates are native at using the tool within half a day (Samsung, electronics retail, +30 stores)

  “We’ve been working with Qudini over the last year and we’ve rolled out about 412 services over 90 counters, 40 brands and 7 branches, so our rate of acceleration has just been stratospheric.”

  Sarah Esler, Digital Innovation & Omni-Channel Lead, Brown Thomas (Department store retailer, +7 stores)