Win the Retail Revolution

Powerful ROI business cases

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• Increased footfall with appointment and events

  • Increase store footfall now customers can repairs and workshops online (Samsung, global electronics brand, +500 stores)
  • 40% of electronics repair footfall comes from online bookings, now that it’s so seamless to book (Dixons, international electronics retailer, +500 stores)
  • 10% of repair appointments are made from in-store kiosks due to improved actionable advertising to in-store customers (Dixons, international electronics retailer, +500 stores)

  “Since launching the online portal for repair bookings, we have seen an increase in footfall that we wouldn’t normally have. The convenience factor is a great benefit to the customer.”

  IM Development Executive, Samsung (Global electronics brand, +500 stores)

  Improved resource allocation

  • Walk-in and appointment demand insights enable allocation of staff to the right times and places (O2, International telco retailer, +450 stores)
  • 3 days of store associate time saved per store per week through improved productivity (Airtel, telco retailer, 5,000 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

• Greater walk-in retention

  • 62% walkout reduction now that customers are greeted when they enter the store and their expectations are managed (O2, International telco retailer, +450 stores)
  • Retaining $35m in potential new contract revenue opportunity across 500 stores
    (O2, International telco retailer, +450 stores)

  “Less customers walk out because of the Queue Management system. Just because they know exactly where their position is. The staff know exactly where they are, the customers have really clear visibility from the screens on the first and the second floor.”

  Store Associate, Samsung (Global electronics brand, +500 stores)

  Improved sales advisor productivity

  • More footfall driven to store throughout the day with appointments and events (Samsung, global electronics brand, +500 stores)
  • Walk-ins are served 40% faster and are less likely to complain (Airtel, Asia telco retailer, 5000 stores)

  “In-store the staff are a lot more productive and efficient because of using this tool.”

  Greg Willis, IM Development Executive, Samsung (Global electronics brand, +500 stores)

• Increased conversion and sales

  • More customers convert to a repair service with appointments (Samsung, global electronics brand, +500 stores)
  • 33% average transaction value increase (Specsavers, international eyewear retailer, +1,000 stores)
  • 78% conversion on appointment customers, the highest of all footfall, resulting in a 10% store conversion increase (Brown Thomas, Department store, +300 beauty concessions)

  “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 NPS, loyalty and advocacy

  • NPS scores at an all time high (Samsung, global electronics brand, +500 stores)

  “For us it’s all about retention and Qudini allows us to give the best possible experience to customers at the start of their journey and at the end of their journey. So the output of that has really given us some strong NPS success”

  Paolo Lupi, CX Leader, Samsung, (Global electronics brand, +500 stores)

• Reduced break overdue time

  • Store associates more likely to return from their lunch breaks  on time due to the Qudini “Break Management” feature (O2, telco retailer, +450 stores)

  “Most advisors now arrive back within the second of break finishing.”

  Store Manager, 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)

   

• Saved physical space

  • Less space is needed for physical queues for repairs (Samsung global electronics retailer, +50 stores)
  • 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 staff retention

  • Store associates significantly less stressed due to reduced admin work and eliminated customer complaints (Samsung, O2, Airtel, Cellular one)

  “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 (Global eyewear retailer, +1,000 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)

  Improved brand awareness

  • Using digital systems to manage customers presents a stronger ‘on brand’ image (Samsung, O2)
  • Customers can seamlessly transition from online to offline with appointment scheduling (Samsung global electronics retailer, +50 stores)

  “The customer’s expectation when they come into a store is to have an amazing experience, and when we have a tool like Qudini, that only really enforces that experience”

  Paolo Lupi, CX Leader, Samsung (Global electronics retailer, +50 stores)

   

• Additional benefits seen

  • Increased customer feedback captured
  • Black Friday survival
  • An enhanced competitive edge
  • A calmer waiting area that needs less physical space
  • Enhanced compliance processes
  • Head office time saved due to more seamless store management
  • Centralization of multiple tools into one system

  “if Qudini was taken away from the store, I just don’t think you’d have the controlled relaxed atmosphere that we now have in-store.”

  Greg Willis, IM development representative, Samsung UK

  Low cost implementation

  • Software implemented across the store’s existing desktop and tablet devices ensuring low cost of ownership (Movistar Spain)
  • Remote roll-out to 500 stores within 5 days – O2 (Telco retailer, +450 stores)
  • Store associates are native at using the tool within half a day (Samsung global electronics retailer, +50 stores)

  “Learning to use Qudini is really, really simple. The steps are really easy. The user interface is really simple. It took me about half a day to learn.”

  Store Associate, Samsung (Global electronics retailer, +50 stores)