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

Case Study


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
No. of employees
increase in unplanned purchasing
reduction in wait time
return on investment
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.


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.


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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