Enabling stationery and office supplies retailer to:
Increase sales, with the better waiting experience reducing walk-outs by 37%.
Improve productivity, due to more streamlined staff processes and seamless customer journeys.
Increase dwell spaces usage, with customers now exploring all parts of the store as they wait.
Qudini works with one of Australia’s largest office supplies retail brands, who operate stationery and printing stores across Australia.
Our office supplies retail client offer print services within their stores, enabling customers to print and copy documents and photographs. As part of a drive to create new ‘stores of the future’, they recently implemented new dwell spaces within their stores, including seating areas, workbenches and free coffee, which they hoped customers would use when their print and copy services were busy. Meanwhile, the retailer also wanted a tool that enabled them to capture customer feedback on their in-store experience.
Our Australian-based office supplies client decided to use Qudini’s Queue Management system as it was the most flexible, hardware agnostic and out-of-box queue management system on the global market.
• Customers enter the store and head to the print and copy desk.
• Using a tablet kiosk, they select their desired service (e.g. print, pick-up prints or speak to a colleague) and are added to a digital queue.
• Once added to the queue, the kiosk presents the customer with their queue position and estimated wait time.
• The customer’s name appears on a TV screen above the counter.
• Customers who gave their mobile numbers will receive a confirmation text message with their position number and a link to watch their place in the queue.
• When it is the customers turn, the TV updates and the customer receives an SMS message.
Implementing the Click and Collect Check-In system had an immediate positive effect on customer experience. Not only did wait time fall by over 65% to an average of 10 minutes, but the retailer also saw a 20% increase in unplanned purchasing from customers, equating to over £850K in additional revenue potential per annum across their stores.
Using the Qudini Shop Floor Management features, the store staff are able to manage their customers, alongside their staff shifts, breaks, tasks and shop floor activities. Staff members taking their breaks are able to speak to the shop floor manager who can record their break and manage when they are due to return.
Walk-outs have dropped by 37% due to the improved waiting experience, leading to more customers receiving service.
The relaxed waiting experience allows customers to browse the store and use the dwell spaces whilst they wait.
The improved customer experience has encouraged more customers to return to store more frequently and tell their friends. This has driven future revenues for the business beyond the customer’s initial visit.
Qudini enables the office supplies retailer to better understand their footfall patterns and store operations. As such, the retailer has improved its resource planning and now allocates the appropriate hours and staff to its print and copy services.
Store staff have more time to spend on services, as they no longer have to waste time managing waiting customers.
Learn how Qudini powering the Specsavers store of the future:
“Qudini has enabled us to have a much more pleasant customer experience in the store and we can definitely see that we’ve had a percentage growth in terms of revenue.”
“The footfall analytics and the task management analytics that we get from Qudini has really helped us to understand how the stores are actually planning time and utilizing the people in-store. It also gives us some really clear insights into when customers are coming in and what they want.”
“For us it’s all about retention. And Qudini allows us to give that value add to ensure that we are giving the best possible experience for customers at the start and end of their journey.”
“Without Qudini, I would feel a lot less in control than I do right now. But I know exactly what is going on in my store and it helps me lead my team a lot better and it gives me the time to be able to do that.”
“If Qudini was taken away from the store, I am not exactly sure how we would cope. I wouldn't even want to imagine life without Qudini."
“Learning to use Qudini is really, really simple. The steps are really easy. The user interface is really simple. It took me about half a day to learn how to utilize all the services.”
“If you are looking to improve your customer experience and increase sales then this is the best company to get in touch with. Qudini provides clients with the best possible solutions to uplift their current business set-up to new heights. Highly recommended!”
“We’ve been working with Qudini for a number of years now. We went through a robust selection process looking at the global industry leaders and we found that the flexibility and the speed at which Qudini worked really allowed us to roll forward with what we have now.”
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