Case Study:


Enabling Pharmacy Retailer to:


Improve future revenues, by enhancing customer loyalty among millennials.


Reap the rewards of over 4,000% ROI.

Client Profile

Qudini worked with one of the UK’s largest health and beauty retailers to support the launch of beauty services (including a nail bar, brow bar and hair salon) within their stores.

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 their 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.

Challenge Circle

THE SOLUTION

Our retail client deployed the Qudini Queue Management system and Appointment Booking software in all stores with Beauty Studios to drive footfall to their 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.

 

The appointment customer journey with Qudini Appointment Scheduling software:
• A walk-in customer would prefer to return at a later date rather than join the digital queue.
• The Beauty Studio team uses their tablets to book the customer an appointment.
• A confirmation SMS and email confirms the customer’s booking.
• A reminder SMS and email are sent the day before the appointment.
• When the customer arrives in-store, the staff check them in and see them right away.

 

SAMSUNG SHOP FLOOR MANAGEMENT

The Qudini Shop Floor Management features enable the beauty studio team to manage their walk-in and appointment customers, alongside their staff and shop floor activities using Qudini on their desktop devices. Staff members taking their breaks are able to speak to the shop floor manager who can record their break and manage when they are due to return.

CLIENT RESULTS

  • Results Icon

    Increased beauty service sales

    The Qudini software enables our client to serve and sell to more customers by providing a seamless waiting experience and an easy way to book future appointments. This has led to a 24% increase in beauty service sales and creates a 1908% ROI on the cost of using Qudini.

  • Results Icon

    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.

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    Improved customer loyalty driving future revenues

    The improved waiting experience and premium service offered by the Beauty Studio has 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.

  • Results Icon

    Improved customer loyalty driving future revenues

    The improved waiting experience and premium service offered by the Beauty Studio has 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.

  • Results Icon

    Better resource allocation

    Qudini’s data analytics enables our client to analyse 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.

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