Pets At Home Curbside Click and Collect Queuing Software

Case Study

Profile

UK pet supplies retailer, Pets At Home, uses Qudini’s click and collect check-in software to allow customers to check in remotely from outside the store or in the car park.

Sector
Retail
No. of stores
453

The challenge

During the start of the Covid-19 pandemic, Pets At Home wanted to provide customers with a safe, quick and engaging way to collect orders online without requiring them to come into stores. The company began looking for queue management software suppliers to meet this demand and came across Qudini.

The solution

With Qudini software in place, customers arriving at stores to collect their online orders are able to check-in from their phones, informing store teams that they have arrived, who then locate and prepare their orders and bring it to them. Meanwhile the customer will receive SMS updates and an on-screen countdown while they wait. The system offers customers a fast and convenient collection experience that encourages them to return more frequently.

Using the same queuing technology, customers visiting Pets At Home’s on-site veterinary services can check-in to a virtual queue from outside the store and receive a notification when to come inside with their pets. This creates a calm and safe customer journey for pet owners and their pets.

Results

Hover over the tile to read quotes from our customers

  • Safer customer journey

    Customers don’t have to join queues to collect their orders from a store. Now they can do so outside of stores or from the safety of their cars.

    Increased customer satisfaction

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

  • Brand loyalty and trust

    Customers build a stronger relationship with Pets At Home, as they have provided a safe, efficient and trustworthy customer journey.

    Competitive Advantage

    Pets At Home were one of the first retailers in the UK to offer this service across their store portfolio and have continued to safely serve customers when stores were closed due to lockdowns through their curbside click and collect service.

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