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House of Fraser Click and Collect Check-in Software Case Study

Case Study

Profile

House of Fraser is a UK-based multi-channel department store. It is the third largest department store chain in the UK with 51 stores located in towns, city centres and regional shopping centre locations.

No. of stores
51
No. of employees
6000
20%
increase in unplanned purchasing
65%
reduction in wait time
500%
return on investment
40%
increase in customer satisfaction

What our clients say

The challenge

House of Fraser’s fast-growing Buy & Collect service has been driving significant footfall into their stores and creating great opportunities for ‘add on sales’. But with most customers coming into stores during the same peak hours of the day, House of Fraser was experiencing operational challenges.

Messaging-staff-Qudini

Qudini Click and Collect Check-in was deployed into House of Fraser Buy & Collect departments in 2015. They selected Qudini as the only provider that offered a bespoke staff interface to support the click and collect process and because of the company’s flexibility and energy in collaborating together.

Results

Hover over the tile to read quotes from our customers

  • Improved customer experience

    Wait times reduced by 65% and customer satisfaction increased by 40%, creating a significantly improved customer experience.

    20% increase in unplanned purchases

    Now that customers are able to browse the store whilst they wait to collect their order.

  • Staff productivity doubled

    Qudini enables the warehouse team to reduce trips to and from the counter by preparing multiple customers orders at once. They are now able to prepare double the number of orders per hour.

    Improved loyalty

    Customers have returned more frequently to use the Buy & Collect service at the stores using Qudini.

  • 500% return on investment

    House of Fraser has reaped the rewards of 500% ROI through increased sales and improved staff productivity.

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New best practice guide

Our new best practice guide explains how Appointment Booking Landing pages will drive traffic to your in-store and virtual appointment services.

Latest consumer survey report

Our latest consumer survey report shows which types of retail stores and banks customers want to be able to schedule appointments within…

Recent consumer survey report

Our recent consumer survey report shows how the pandemic has changed consumer shopping habits and which habits will be here to stay…

Upcoming Webinar

Our Upcoming Webinar will present consumer insights on how the pandemic has changed consumer shopping habits. Sign-up below for Tuesday October 12th (2pm ET | 11am PT).

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