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Currys PC World creates a contactless collection service with Qudini

Prominent electronics retailer, Currys PC World, which is owned by Dixons Carphone, has rolled out a contactless curbside collection service at over 300 of its stores throughout the UK during Covid-19.

Sector
Retail
No. of stores
2,000+
No. of employees
10,000+
300+
stores now have a drive-thru collection service.
100%
contactless customer journey
Fast
and engaging customer experience

The challenge

To keep customers and store associates safe, Dixons Carphone wanted to find a way of enabling Currys PC World customers to easily purchase products or collect online orders without having to enter stores.

The team at Dixons Carphone were looking for an innovative tech solution that would enable them to create a powerful and engaging customer experience that drastically decreased the number of customers entering its stores.

The solution

Using Qudini’s click and collect check-in software, Currys PC World now has a collection service that allows customers to purchase products and collect online orders from the safety of their cars.

The customer journey

Customers arrive at stores and check-in by phone by accessing a weblink in their order confirmation email or through scanning a QR code at the front of the parking bay.

Once checked in to a store, customers receive their queue position by SMS and a live smartphone countdown view while they wait.

A store associate then locates the customer’s order and drops it into the customer’s car boot, enabling them to drive in and out of the store without getting out of their car.

Results

Hover over the tile to read quotes from our customers

  • Customers are safer

    Customers can stay in the comfort and safety of their cars while their orders are prepared and delivered.

    We’ve definitely seen an increase in customers purchasing products. Because the level of customer services are much improved, we are able to serve those patients in a better timescale, which makes not only the patients come back to us, but recommend us to friends and family.
    – Jacob Burns, Store Assistant Manager, Specsavers Plymouth

    Better customer experience

    Customers are kept updated of their wait time and position number throughout the customer journey.

    I am certain that Qudini helps improve customer loyalty. It helps us to identify why someone has come into our practice and allows us to offer them the best possible journey at the right place at the right time.
    – Josie Forte, Director, Specsavers Plymouth

  • Increased likelihood of omni-channel sales

    With the option of in-store pickup now in place, Currys PC World customers are more likely to convert.

    Qudini has enabled us to have much more pleasant customer experience in the store and we can definitely see that we’ve had a percentage growth in terms of revenue. People are able to come in and complete their sight-tests a bit quicker, which means that they are more likely to stay with us and buy glasses.
    – Josie Forte, Director, Specsavers Plymouth

    More productive team

    Store staff can access Qudini from all devices and receive real-time notifications, meaning they can have full visibility over the click and collect process.

    Qudini helps me in knowing with confidence where my patients are and that leaves me having less stress within my working day and that has made me perform better.
    – Val Collard, Lead Optometrist, Specsavers Plymouth

  • More competitive offering

    Qudini allows Currys PC World to capture more footfall from online and turn it into brick-and-mortar traffic compared to their local competitors without a contactless collection service.

    As a management team it’s a fantastic tool and we’re now able to see how long certain processes take within the store. That’s allowed us to coordinate how many members of the team we have for various different parts of the journey. That, in turn, has improved their customer service levels, reduced waiting times and added to the general ambience of being organised.
    – Josie Forte, Director, Specsavers Plymouth

     

    Improved loyalty

    The improved customer experience coupled with the simplicity and ease of collection means customers are more likely to return.

  • Greater insights

    Qudini capture a wealth of data that enables the Dixons Carphone head office to better understand their customer needs and behaviors and improve resource planning and marketing initiatives.

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