Case Study:

Enabling our furniture client to better support order and collect customers and to provide help and advice to every customer in need across its shop floor. This is done through Qudini Click and Collect and Request Assistance Software.

Our furniture client is an international brand that designs and sells ready-to-assemble furniture, kitchen appliances and home accessories online and through its big box retail stores. It has been the world’s largest furniture retailers since 2008 and now operates 392 stores across 48 countries.

Qudini work with the furniture company within its small-format stores, in order to manage the Order & Collect collection experience and to enable customers to request help and advice from staff from anywhere across the shop floor.

THE CHALLENGE

Since 2015, our furniture client has been opening its small-format Order and Collection Point stores in the UK. These experiential showcase stores enable customers to more easily interact with the furniture stores home furnishings offerings. Most items purchased in store need to be ordered in and collected at a later date.

To make these new showcase stores an instant success, the furniture store needed a seamless process by which returning customers could collect their orders.

Initially, when a customer came to collect their order, the collection desk staff were required to leave the desk to go to the warehouse. This reduced productivity and increased customer wait times.

Customers were also required to wait in a physical queue before they could request their order. This prevented them from browsing, making further purchases or taking advantage of the in-store cafe.

IKEA Challenge

THE SOLUTION

The Furniture store now uses Qudini to manage its in-store collections.

Customers arriving in-store to collect their orders now check-in, either from a kiosk or via a staff member carrying a tablet device.

When a customer checks-in, the warehouse staff are notified and can locate the order.

Customers are kept up-to-date on their order’s progress by SMS and a countdown web-link.

This allows them to browse the store and buy additional items, or visit the in-store café.

To make the collection process seamless in Westfield Stratford, customers are even able to check-in from the car park, thus preventing the need to carry their goods through the shopping centre.

  • 24% of customers make a purchase whilst they wait

    Qudini frees waiting customers to browse the store and purchase products whilst they wait. In a survey, 70% of customers said that they browsed the store whilst waiting and 24% said that they even made a purchase.

  • Increased colleague efficiency

    Qudini enables the furniture store colleagues to undertake other shop floor activities until customers check-in. When customers check-in they are able to locate the parcel much faster. They now serve every customer more than half-a-minute faster.

  • Improved customer satisfaction now that waits that feel shorter

    Enabling customers to use their wait productively improves their experience and reduces their perception of the wait time. Qudini data shows that customers wait an average of 9 minutes. However, when surveyed 79% felt they waited less than 5 minutes.

  • Increased café sales

    5% of customers said that they visited the in-store café to buy a refreshment whilst they waited to collect their order. This provides the furniture store with a two-fold return on the cost of Qudini from just café sales alone.

  • 8,000% ROI

    Created by Qudini for our furniture store client as a result of these increased sales

CLIENT QUOTES

  • “I”d say that 20-30% of customers buy something whilst they wait using Qudini.”
    Store Manager | IKEA OCP, Norwich
  • “Found the system very easy…will definitely visit the store again.”
    Customer | IKEA OCP Carrikmines

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