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 loyalty

  • 60% of customers with a follow-up appointment will return to store (TUI, global travel retailer, +500 stores)
  • 88% increase in follow up calls for store associates (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)

• Increased sales on appointments and walk-ins

  • 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)
  • 33% average transaction value increase (Specsavers, international eyewear retailer, +1,000 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)

  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 to the brand (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)

• Better in-store customer service

  • 70% walkout reduction for fitting advice (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 in the fitting rooms are seen in under 3 minutes (Tesco, F&F fashion brand, international grocery retailer, +1,500 stores)

  “What I really like about it was the fact that more than ever the store just felt really, really calm and under control. Everyone knew their place, everyone knew what was going on, and it was a really good experience. I enjoyed it, I was impressed.”

  Dan Cooper, Regional Manager (Sweatshop, sportswear retailer, +50 stores)

  Increased productivity

  • More beauty advisor shift time is used now that appointments are driven to store throughout the day (Brown Thomas, department store retailer, +300 beauty concessions)
  • New understandings of the perfect transaction time needed to ensure customer conversion (O2, Telco retailer, +450 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 resource allocation

  • Appointment and walk-in demand insights enable allocation of store associates to the right times and places (Samsung, global electronics retailer, +50 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

  Improved partner sales

  • 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

• Smarter commercial decisions

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

  Additional proven benefits

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

  “If you are looking for solutions to help improve your customer experience and increase sales then this is the best company to get in touch with. Qudini is very flexible with their clients in providing them with the best possible solutions to uplift their current business set-up to new heights. Highly recommended!”

  Head office team, Brown Thomas (Department store retailer, +7 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, UK Telco Retailer

  Low cost implementation

  • Software implemented across the 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 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 (Department store retailer, +7 stores)