Win the Retail Revolution

Powerful ROI business cases

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• Increased footfall with appointments 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 experience, loyalty and advocacy

  • 14% wait time reduction significantly improves experience (Airtel, Asia telco retailer, +5000 stores)
  • Fan scores at an all time high (O2, international telco retailer, +450 stores)

  “It’s something that we kind of show off to a customer and say “look, here you go, why don’t you enter your name in”, and it creates that little bit of trust that “oh, my name is captured on a system.”

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

• 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)

  “There has been a reduction in the number of walk-outs. More customers are now willing to wait because we can give them accurate waiting times. There has been an uplift in sales.”

  Store Leader, O2 (telco retailer, +450 stores)

  Improved transaction times

  • 40% reduction in store associate transaction time, meaning staff serve more people every day (Airtel, Asia telco retailer, +5000 stores)
  • New understandings of the perfect transaction time needed to ensure customer conversion (O2, International telco retailer, +450 stores)

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

  Store Associate, Carphone Warehouse (international telco retailer, +800 stores)

• Increased unplanned purchasing

  • 35% of repair customers browse and make unplanned purchases whilst they wait service (Curry’sPC World, international electronics retailer, +500 stores)

  “Customers make purchases whilst they wait. A customer went and purchased an Xbox whilst he was waiting for service.”

  Store Associate, Dixons Carphone (International electronics retailer, +500 stores)

  Improved resource allocation

  • 3 days of store associate time saved per store per week through improved productivity (Airtel, Asia telco retailer, 5000 stores)
  • Walk-in demand insights enable allocation of staff to the right times and places (O2, telco retailer, +450 stores)

  “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 UK

• 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)

  Improved brand perception and awareness

  Using digital systems to manage customers makes presents a stronger ‘on brand’ image (Samsung, global electronics brand, +500 stores)

  “We feel a lot more professional as now we can manage our time a lot better than before. It’s improved the customer’s experience too, because now we are working with a tablet, we come across a lot more digital.”

  Assistant store manager, O2 (Telco retailer, +450 stores)

   

• Reduced consulting spend and smarter commercial decisions

  • $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)

  “Working with Qudini, we’ve been able to allow customers to browse in store. Rather than stand in a queue not knowing when they are going to be served.”

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

• Improved staff retention

  • Store associates significantly less stressed due to reduced admin work and 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 everyday thinking “oh god, what’s today going to bring?!”.

  Store Associate, Specsavers (Global eyewear retailer, +1,000 stores)

  Additional benefits seen

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

  “A world without Qudini I am not very keen on thinking about right now, thank you.”

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

• 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, +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 brand, +50 stores)