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.
What our clients say
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“Qudini offers an innovative and engaging service-led tool which has allowed us to evolve and differentiate our Buy & Collect proposition in our stores.”
Andy Harding | Executive Director of Multi-Channel
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“The system makes us feel more professional, and it definitely improves customer perception of the brand by making us look more organised.”
Counter HOF | Glasgow
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“It’s a great system. Very smart. I expected to be waiting much longer.”
Customer | House of Fraser
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.
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
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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.
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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.
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500% return on investment
House of Fraser has reaped the rewards of 500% ROI through increased sales and improved staff productivity.
