Montblanc Appointment Booking Software and Virtual Queuing Software for service

Case Study

Profile

Montblanc – Store appointments and virtual queuing for service

Internationally recognized luxury goods manufacturer and retailer, Montblanc, uses Qudini’s Virtual Queuing System and Appointment Booking Software to power its in-store services experience.

Sector
Retail
No. of stores
450
No. of employees
2,700

The challenge

In the midst of a global pandemic, the team at Montblanc wanted to provide customers with a superior shopping experience. They wanted that experience to be both safe and engaging for its customers, and easy to manage for its store associates. They wanted to stop customers from having to wait in lines outside of stores before entering a store or when looking to receive service.

The solution

Customers wanting to receive service in store have the option to preschedule a time to visit the store and receive one-to-one face time with an in-store expert. Bookings can be made through Montblanc’s website, and once a booking has been made, the customer receives an SMS and email confirmation message alongside regular reminders to keep them engaged and informed.

Customers without appointments wanting service have the option of joining a virtual queue by scanning a QR code and receiving real-time SMS notifications alerting them when it is time to return to store.

This means that customers don’t have to wait in physical lines outside of stores when wanting to receive service, or to wait inside of stores and risk their personal health.

Results

Hover over the tile to read quotes from our customers

  • Increased customer satisfaction

    Customers have a much more pleasant and safer waiting experience, resulting in increased customer satisfaction.

     

    Higher customer loyalty

    Customers are drawn into stores or online channels by safe, engaging and seamless customer journeys, resulting in them coming back again and again.

  • Increased sales

    Customers are able to easily browse in stores and receive support, meaning they’re more likely to convert.

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