Profile
One of the UK’s largest health and beauty retailers, Superdrug, which has over 800 stores and 14,000 employees, implemented Qudini’s Retail Choreography software to support the launch of its “Beauty Studio” services (including a nail bar, brow bar and hair salon) within its stores.
Sector
Retail
No. of stores
800
No. of employees
14,000
24%
increase in beauty service sales
1,908%
return on investment (ROI) in using Qudini software
The challenge
In the context of the modern retail landscape, stores are becoming more service-oriented and less about pure transactions. Strategically working towards this trend, our health and beauty retail client opened new “Beauty Studios” within its stores to offer a range of beauty services, including a nail bar, lashes and brow bar and hair salon services.
To support the initiative, the health and beauty retailer needed a solution to manage the high traffic of walk-in footfall and to drive footfall to its stores.
Superdrug deployed the Qudini Queue Management System and Appointment Scheduling Software in all stores with Beauty Studios to drive footfall to its in-store nail, brow and hair services and to manage customers wanting the next available service in-store.
The Beauty Studio customer journey
The walk-in customer journey with Qudini Queue Management:
• The walk-in customer enters the Beauty Studio without an appointment
• The beauty team member adds them to a digital queue on their tablet
• If the customer entered their mobile number, they receive an SMS message with a weblink to watch their place
• The customer can relax and enjoy their wait
• When their turn arises, they receive an SMS to let them know to return to the Beauty Studio
• When they return, an advisor greets them and directs them to the correct team member.
Results
Hover over the tile to read quotes from our customers
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Increased beauty service sales
Our client could serve and sell to more customers by providing a seamless waiting experience and an easy way to book future appointments. This led to a 24% increase in beauty service sales and created a 1,908% ROI on the cost of using Qudini.
Increased impulse purchasing
The Qudini Queue System allows customers to browse the store whilst they wait, resulting in increased impulse purchasing.
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Reduced ‘no show’ rate
Qudini’s Appointment Scheduling software, as opposed to the previous paper and pen method the stores used, increased the percentage of customers who returned for their appointment. This increased sales and reduced dwell time for the beauty team.
Improved customer loyalty driving future revenues
The improved waiting experience and premium service offered by the Beauty Studio increased customer satisfaction. Coupled with the ease of booking an appointment, this has driven more customers to return to store more frequently and give positive feedback to friends and family.
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Better resource allocation
Qudini’s data analytics enabled our client to analyze their beauty studio footfall patterns and better plan its resources, so it always has the right people in the right locations at the right times.