Embed Size (px)
Citation preview
Bring customer experience to life
Improve satisfaction
Increasing House of Fraser’s customer satisfaction
by over 40%, improving customer brand
engagement.
Reduce costs
Increasing staff efficiency by up to 27% in peak
periods and allowing a 20% reduction in staff
hours required each day
Increase spend
Increase customer browsing and unplanned
purchasing by 10% in House of Fraser and
Sweatshop’s customer spend by 9%
Qudini Clients:
Qudini creates Customer Journeys that:
About Qudini
Increase customer retention
Reducing O2 UK’s walkouts by 62%, stopping
£29m in annual new contract from walking
out of store, through improving the customer
waiting experience
Capture data
All our partners access previously inaccessible
data to analyze performance, marketing
initiatives and keep contact with customers
Qudini Value
Drive footfall:
Enable customer journeys to begin from
home to increase footfall to your store
and quality of service to customers when
they arrive
Retain… even more:
Enable customer choice over how
and when to access services
through appointment booking
Analyse:
Access Real-time dashboards granular
management information to better
understand your operations, resourcing
needs and marketing opportunities
Retain:
Manage walk-in customers to stop
them from walking out of your stores
and ensure they are seen by your team
Shop Floor Manage:
Manage staff and your shop floor to
improve productivity, task
management and allocation of
resource
Engage:
Engage your customers and manage their
expectations at every stage of their journey
increasing their ability to enjoy your store to
build relationships and spend money
The Qudini tool creates value by helping you to:
Smart Queue Management Multichannel Appointment Bookings
Click & Collect Management Customer Call Back
Better manage your walk-in footfall and replace your physical queues
and waiting rooms, with faster digital queues of customers who
are happier to wait for service.
Manage your appointment availability and staff resources,
and increase footfall and allow customers to pre-book
appointments across all your business’ channels.
Our ProductsQudini offers a suite of innovative customer experience management software products, that can easily be configured, customised and deployed
to create more unique and personalised experiences for your customers. All Qudini products are part of the same platform and can be used
independently or in combination and are accessible from any desktop, tablet or smartphone device.
Workshop and Event Bookings
• Meeter-greeter shop floor management app
• Manage customers from any device – tablet, desktop or smartphone
(native windows, iOS and android app with store manager and individual
advisor interface permissions)
• Intelligently manages walk-in customers alongside fixed appointments,
providing accurate wait time estimates
• Pre-booking of appointments in-store or at home
• SMS message updates with wait-time, call forward and service
completion information
• SMS and email appointment reminders
• Self-service kiosks to ‘join the queue/request advice’
• Check wait times and request service by phone
• Digital signage TVs displaying queues and brand content
Qudini Features
Select the features and functionality you need in our customer experience software that support your
organisation and suits your staff processes and preferred hardware.
• Branded weblinks to display customers’ queue position
• Queue by name or ticket number
• Paper ticket printing with personalised content
• Recognise customer mobile networks
• Alerts when KPIs exceeded
• Record conversation outcomes and reasons for no sale
• Recognise Loyal returning customers and automate rewards
• Define customer priorities
• Post visit & survey follow-up SMS and emails
• Match customers to the most appropriate staff members for
the products and services they wish to discuss
• Communicate with customers in their required language
• Business intelligence dashboard, email reports and feeds
• Multiple integration possibilities
Qudini Features
Qudini named Telefonica preferred
Global supplier for Queue
Management
Qudini Click and Collect Check-In was deployed
into House of Fraser Buy & Collect departments
in 2015 quickly gaining the following results:
65% Reduction in
wait times
40%Customer
satisfaction increase
20%Increase in
unplanned purchases
500x Return on
investment
Qudini was able to show clear
improvements in customer
experience for O2, with the
number of walkouts reduced
by 20% as well as:
62%Reduction in
walkouts
£0.4mAnnual staff
hours saved
100%NPS scores at an
all time high
£29mAnnual additional
revenue opportunity
Amazing ROI for our clients
Watch the O2 Case Study video here: https://www.youtube.com/watch?v=CpJ5eowyRhg
O2 have “Concierge” host figures at the front of their stores, whose main role is to greet customers and manage their
expectations around waiting times for service, ultimately to keep more customers in store for their colleagues to
serve. Previously the O2 concierges used clipboard, by replacing these with the Qudini intelligent and predictive tablet
app O2 realised the benefits in their stores:
O2 Case Study
• 62% walkout reduction: With the O2 host now managing customer expectations and providing accurate wait
time information, customers are significantly happier to stay and wait for service. Walkouts of customers added to
Qudini are at just 3%. As a result O2 are stopping new contract value customers worth £29 million in potential new
revenue from walking out their doors each year.
• 27% improved staff efficiency: Qudini makes O2 staff more organised and efficient. As a result, transaction
times have been reduced by 27%. This creates enough time to serve an additional 75,000 customers a month across
all stores.
• £1.5 million staff head count reduction: Qudini’s shop floor management capabilities ensure that staff are
more efficient and productive, putting £0.4M in annual salary costs to better use. Using the Qudini BI footfall data,
combined with O2’s new appointment scheduling tool, O2 last year reduced their annual salary needs by £1.5M.
• NPS at an all time high: Qudini has helped O2’s NPS scores reach an all time high, consistently over 99%.
• Invaluable BI insight: The O2 head office now has access to invaluable business intelligence analytics on their
stores’ footfall, performance and operations, helping to improve sales and efficiency across their entire estate.
Watch the O2 Case Study video here: https://www.youtube.com/watch?v=CpJ5eowyRhg
62% Reduction in
walkouts over a yearWalkouts fro
Increased footfall captured yet walkout volumes decreasing
In 2012, House of Fraser chose Qudini as their innovation partner to embark on a new project to develop a Click &
Collect focused customer management solution. The aim was to help them check-in and serve customers coming into
their stores to collect their orders. The results of the trial were as follows:
• Doubled productivity: Now that staff could see incoming customers’ orders from an interface in their stock room, they
could collect a number of customers’ orders at once and were able to halve the number of trips made to and from the
stock room. This allowed them to serve twice the number of customers orders per hour with the same resources or less.
• 66% wait time reduction: As a result of the increased staff productivity, queue times during peak periods at House of
Fraser were significantly less, with a queue that used to last 30 minutes now only lasting 10 minutes.
• 40% satisfaction increase: Due to the more transparent and efficient process, the reduced wait times, and the ability to
talk with staff in a positive and productive way, customer satisfaction increased by 40% in House of Fraser’s NPS surveys.
• 10% loyalty increase: Customers who used the check-in process were 10% more likely to return to store.
• 90% browsing likelihood among remote check-ins: Encouraging customers to check-in remotely, away from the
counter, led to 90% of check-in customers browsing the store before going to collect their order.
• 20% counter resource reduction: Previously the stores had dedicated staff at their Click & Collect counters at all times,
By using Qudini, staff were then able to attend to other areas of the floor with the assurance that customers could check-
in from a kiosk and they would receive an alert as soon as a customer arrived. This enables better allocation of £110,000
worth of staff time per store per annum.
Direct correlation between customers checking in through Qudini and higher satisfaction scores
1 2 3 4 5
Customers servedSatisfaction
House of Fraser case study”The system makes us feel more organised and
more professional, and it definitely improves
customer perception of the brand by making us
look more organised”
- Buy & Collect Manager, City Store
In 2015, Qudini partnered with a major UK grocery retailer to improve their Christmas turkey collection for customers
coming into their busy stores in the final days before Christmas to collect their pre-ordered turkeys. By allowing
customers to check-in through a self-service kiosk or staff member and have their order prepared as soon as they
entered the store, the result were spectacular.
Christmas Turkey collection case study
• Reduced queue time to just 7.5 minutes: Now that staff were aware as soon as their customers entered the
store and could prepare their order immediately, queue times reduced to 7.5 minutes, where as other retailers
were in national papers for waits that exceeded an hour.
• £1,125 of staff time put to better use each day: staff were serving each customer 30 seconds faster than
other stores, in total this saved staff an average of125 hours a day that they were able to put to better use.
• 79% of customers were served in under 10 minutes: and 56% of customers in under 5 minutes, this was
significantly less than other stores.
• 88% of customers stated that their check-in experience was “Excellent”: an 8% increase against the national
average for the same retailers stores.
• 100% of customers stated that they would like to see the system in use next year:
• Customer satisfaction was consistently 5% higher than the satisfaction in the other stores.
Why the Qudini Platform
• Flexible - Easily configure your settings and choose functionality, to
create the best customer and staff experience for you.
• Customizable - Fully customise both our staff and customer facing
interfaces with your branding. Ensuring maximum engagement
with your brand.
• Compatible - Available on any desktop or tablet hardware. With
native staff and kiosk apps for Android, Apple, and Microsoft
Operating Systems.
• Cloud based – Qudini products are completely Cloud Based making
them easy to manage centrally and quick to deploy to any location
anywhere on the globe.
• Predictive - intelligent algorithms calculate wait times for each
customer based on configured, historic and real-time information.
• Multiple integration possibilities – an open system that is simple to
integrate with your store systems, data platforms and apps.
Solving problems and
driving return for our partners.
Providing a highly innovative and flexible solution that we develop
collaboratively with our client’s.
Professionalism combined with high energy and
enthusiasm for what we do.
What we’re about at Qudini:
