Enabling Sweatshop to:
Increase sales, due to a 70% walk-out reduction.
Increase incremental sales by 9%, now that customers browse whilst they wait.
Reap the rewards of 800% ROI, thanks to increased sales and staff efficiency gains.
Sweatshop is the UK’s favourite, as well as the largest, specialist independent sportswear retailer with stores nationwide.
Sweatshop is a customer-focused retailer and encourages customers to go through a 30-minute ‘full-fit’ gait analysis service so the store can advise on the correct sports shoes. However, this created a customer experience challenge as customers entering the store had to wait to be seen.
Previously, during peak periods, one member of staff would concierge and manage customers on a clipboard. But by doing so, Sweatshop were losing customers through walk-outs. Sweatshop needed an easy and simple system to solve this.
Sweatshop deployed the Qudini Host App on iPad tables to improve customer experience and ensure that more customers received service.
• Customers entering the store are greeted by the Sweatshop host.
• They are informed of the estimated wait time (calculated based on the queue length and available team members) and added to the digital queue.
• Customers who provide their mobile number receive an SMS with their queue position and a link to a web page where they can watch their place in the queue.
• Customers can now browse the store as they wait for service, try on other products and even collect items they wish to buy at the end of their fitting.
• When it is the customer’s turn, the store host introduces them to their advisor for service.
Using the Qudini Shop Floor Management features, the Sweatshop host is able to manage their customers alongside their team members’ time, breaks and activities. This improves team communication and efficiency and ensures that breaks don’t overrun.
Customers are now happier to wait and walk-outs have reduced by 70%. As such, more customers are receiving service and buying sports shoes.
Incremental sales of sports equipment and accessories have increased by 9%. Now that there is no physical queue, the customers are browsing the store and collecting products whilst they wait.
Driven by staff efficiency and the increased sales from reduced customer walkouts and more unplanned purchasing.
Qudini frees up staff time to focus on service and other shop floor operations. As such, service times are 27% faster.
Qudini provides Sweatshop’s head office with information on their customer footfall and visiting intention. This helps them improve stock planning, marketing initiatives and resource planning.
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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