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Ellis Brigham customers can book in-store appointments during Covid-19

Ellis Brigham is a mountain sports retailer well-known throughout the UK for its skiing, snowboarding, mountaineering, hiking and climbing equipment. During Covid-19, the family-owned business has rolled out Qudini’s appointment scheduling system in its 24 stores to support social distancing measures.

Sector
Retail
No. of stores
24

What our clients say

The challenge

Ellis Brigham implemented a number of social distancing measures in its stores to keep consumers and employees safe, such as limiting the number of customers allowed inside stores, positioning customer service hosts at store entrances, and implementing one-way floor marking systems.

It also wanted to offer its customers an easy and seamless way of booking in-store appointments for one-to-one consultations for footwear fittings, backpack fittings, camping advice and clothing, and general equipment advice.

The Solution

Ellis Brigham chose Qudini’s Appointment Scheduling System for its seamless customer journey, easy to implement, out-of-the-box software, and first-class support.

  • The customer journey

    • The customer arrives at Ellis Brigham’s dedicated in-store appointments page, where they can see available services in particular stores.
    • The customer selects which service they would like to discuss and in which store, and is shown a series of available time-slots.
    • The customer is asked to enter their personal details.
    • Once booked, the customer receives an email confirmation (and SMS text) and then a further reminder an hour before their appointment time.
    • The customer arrives at the store at the scheduled time and speaks to a customer service host who helps check the customer in and their expert is notified.

Results

Hover over the tile to read quotes from our customers

  • Driving traffic in-store

    Ellis Brigham actively advertise its appointment booking service across online channels, drawing customers in-store.

    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

    Highly engaged customers

    Customers that make an appointment for in-store services are already interested in the brand and products.

    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

  • Greater shop floor efficiency

    Store associates have greater visibility of their upcoming appointments and receive notifications and reminders, too, meaning they have time to prepare and plan.

    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

    A safe customer experience

    Customers can limit their time in store by receiving service on arrival.

    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

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