Win the Retail Revolution

Powerful ROI business cases

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• Increased store footfall with Appointment Scheduling

  • 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 retailer, +300 beauty concessions)

  Improved customer service

  • Customers that request assistance in the fitting rooms are seen in under 3 minutes (Tesco, F&F fashion brand, international grocery retailer, +1,500 stores)
  • Greater stock availability on the floor now that store associates have time to put away items (John Lewis, department store retailer, +50 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)

• Increased store conversion with Appointment Scheduling

  • 78% conversion on appointment customers – the highest conversion rate of all footfall (Brown Thomas, department store retailer, +300 beauty concessions)
  • 10% store conversion increase (TUI, travel retailer, +500 stores)

  “When a customer books an appointment online, it allows me to put them with the right person as I know what they are coming in to discuss. This increases the chance of making the sale. Conversion has increased since we added Qudini appointments. Loyalty has improved, too.”

  Store Manager, TUI (global travel retailer, +500 stores)

  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 store retailer, +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)

• Increased sales with Walk-in Management

  • 70% walkout reduction for fitting advice (Sweatshop, sportswear retailer, +50 stores)
  • 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)

   

  “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 loyalty

  • 40% satisfaction increase for click and collect customers (House of Fraser, department store retailer)
  • 60% of customers with a follow-up appointment will return to store (TUI, global travel retailer, +500 stores)

  “We’ve definitely seen an increase in customers purchasing products. Because the level of customer service has improved, we’ve been able to serve those patients in a better timescale, which makes the patients not only come back to us, but to also recommend us to friends and family.”

  Store Manager, Specsavers
  (International optical retailer, +1,000 stores)

• Improved brand perception and awareness

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

  Saved physical space BOPIS/click and collect

  20 square meters per store saved now that dedicated BOPIS/ click & 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)

• Improved productivity

  • More beauty advisor time is used now that appointments are driven to store throughout the day and less admin time is needed (Brown Thomas, department store retailer, +300 beauty concessions)
  • 27% reduction in transaction times ensures more customers seen in less time (Sweatshop, sportswear retailer, +50 stores)
  • Doubled click and collect speed by removing three steps from the collection process (House of Fraser, department store retailer, +25 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. You don’t have to come in every day thinking “oh god, what’s today going to bring?!”

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

• Improved resource allocation

  • Walk-in and appointment demand insights enable allocation of staff to the right times and places (Samsung, global electronics retailer, +50 stores)
  • In low periods, store associates can attend other tasks and receive an alert when customers need help to collect their orders (Tesco, F&F fashion brand, 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)

• 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 sales

  The stores of nearby reseller partners benefit from increased sales as a ‘halo effect’ caused by the improved customer experience in the brand’s nearby experience store. (Samsung, global electronics retailer, +50 stores)

   

  “The customer’s expectation when they come into store is to have an amazing experience, and where we have a tool like Qudini, that only really enforces that experience. And it has this big halo effect that really passes down the line to our channel partners as well.”

  Paolo Lupi, CX Leader, Samsung (global electronics brand, +50 stores)

  Low cost of implementation

  • Software implemented across stores’ 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 5 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)