Burberrry Appointment Booking Software for in-store services

Case Study

Profile

Burberry – Virtual queues to enter stores and receive service, and appointment booking

Sector
Retail
No. of stores
465
No. of employees
9,000

What our clients say

The challenge

Burberry wanted to provide its customers with a safe and engaging customer experience that encouraged them to visit their stores or to book a service such as style advice with a consultant. The team also wanted to enable virtual appointments so that customers can receive the same high level of support online as they would in a store.

The solution

Across UK, North America and Korea, Burberry is using Qudini to enable its customers to wait virtually for service within its main category stores and to enter its extremely busy outlet stores. A host at the front of each Burberry store greets customers and adds them to the virtual queue. While outside of the stores, customers can also scan a QR code to join the virtual queue from their phones.

The system allows customers a premium waiting experience, during which they can relax and browse while receiving SMS and smartphone updates as their turn draws near.

  • Burberry has also provided its customers with the ability to book appointments with sales associates both in stores and virtually. Customers are able to select from a range of available time-slots,

  • and join a video call with a sales advisor for style advice. They are kept engaged and updated with email and SMS notifications.

Results

Hover over the tile to read quotes from our customers

  • Increased customer retention

    Qudini’s Retail Choreography tools have helped to increase customer retention by enabling customers to continue shopping in stores in a safe and engaging way.

    Greater sales

    Customers with in-store appointments for services are significantly more likely to convert.

  • Strengthened customer relationships

    Burberry has been able to strengthen its relationships with customers by increasing engagement through its in-store and online services.

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