Profile

Our client is a well-known travel brand that operates globally and has been selling holidays for over 175 years. It serves 19 million customers each year and has more than 800 stores in the UK and Republic of Ireland alone.

Sector
Travel Retail
No. of stores
800
No. of customers
19 million
25%
Walk-out reduction
10%
Rise in in-store conversion
1,300%
ROI

What our clients say

The challenge

The travel agency’s in-store advisors provide tailored holiday advice to customers, helping them discover and book their ideal holiday. Its website displays a variety of holiday offers to customers online, but previously had no way to transition customers into store if they wanted more personalised advice. As a result, many customers would walk in to stores during lunch-breaks and weekends, leading to busy stores and lengthy waits for service.

A holiday is also a complex purchase, with customers often requiring multiple conversations and time to process information before making a decision. To support the bespoke service provided to customers and ensure conversion, the travel agency needed a way to help its staff arrange follow-up meetings with customers in a personalised way.

Challenge Cricle

The travel agency implemented Qudini’s Appointment Scheduling software and Queue Management system into its new Discovery stores in order to connect its digital channels with the in-store customer experience.

THE CUSTOMER JOURNEY

The appointment customer journey:
• Customers using the travel agency’s website can find their nearest store and book an appointment.
• Customers engaging with one of the travel agency’s individual store Facebook pages can also click a button to book an appointment.
• A confirmation SMS and email confirms the customer’s booking.
• A reminder SMS and email are sent the day before the appointment.
• When the customer arrives in store, staff check them in and their advisor sees them straight away.

The walk-in customer journey:
• A walk-in customer enters the store and is added to the digital queue by the travel agency’s store host.
• The host provides them with an accurate wait time estimate.
• If the customer entered their mobile number, they receive an SMS message with a branded weblink to watch their place. An SMS updates them as their turn draws near.
• The customer is able to relax and enjoy their wait until the host introduces them to their advisor for service.

Follow-up booking after the visit:
• After service, if a customer is unable to finalise their holiday decision, the advisor is able to book them a follow-up appointment to visit the store or speak over the phone.

SHOP FLOOR MANAGEMENT

Using the Qudini Shop Floor Management features, the store staff are able to manage their appointment customers, alongside their staff and shop floor activities, using Qudini on their tablet devices. 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. This ensures a more seamless shop floor operation through managing colleague time and increasing visibility and team communication.

Results

Hover over the tile to read quotes from our customers

  • New customer base built

    60% of the customers making an appointment are new/first time to the travel agency, enabling the business to build relationships with new customers.

    Improved millennial proposition

    The appointment booking service enables the travel agency to create a proposition that supports its ‘digital-first’ demographics by helping them to seamlessly transition to an offline journey where appropriate.

  • Improved footfall and resulting sales

    23% of customers visiting the online booking page will book an appointment in one of the travel agency’s stores.

    Increase in-store conversion

    Thanks to appointments scheduling and the improved waiting experience, the travel agency is now better prepared for each customer and can deliver a more tailored service. As a result, the travel agency’s stores have seen their in-store conversion increase by 10%.

  • Facebook promotion doubled bookings

    After placing a simple “Book Now” button on a store’s individual Facebook page, booking volumes doubled – demonstrating the significant opportunity to increase in-store footfall using a variety of channels.

    1,300% ROI achieved

    The direct result of implementing Qudini’s Appointment Booking system.

  • Improved customer loyalty

    79% of customers said that the wait felt much shorter and 99% say that Qudini makes them feel reassured that they are taken care of. The improved waiting experience and premium appointment offering enables Thomas Cook to build longer lasting relationships with more customers.

    Increased walk-in sales

    The improved waiting experience has reduced walk-outs by 25%, saving £100k of potential revenue from walking out of the store without service. In addition, any customers who didn’t want to wait are now able to book a follow-up appointment.

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