Tui, the largest leisure, travel agency and tourism company in the world, operates 600 stores across the UK and provide holidays across the globe. The brand partnered with Qudini Retail Choreography to deploy our industry-leading solutions.
“We are a lot more organized now. If we didn’t have it, I don’t know what we’d do. We need it!”
Store Associate, Tui
“It creates a better commitment from the customers… if a customer has made a special journey to fulfil an appointment, we know they are serious about booking.”
Store Manager, Tui
“It’s so intuitive, we just picked it up and started using it. So easy to use, very simple and incredibly valuable to us”.
Store Manager, Tui
“It has improved customer experience. Customers are willing to wait longer and because their enquiry is logged it feels more like an appointment, making customers feel more valued.”
Store Manager, Tui
The leisure sector has grown significantly over the past 2-3 years, swelling the travel agency’s customer base. As a result, the travel agency has struggled to provide every in-store customer with exceptional customer service, with walk-in customers often having to wait in physical queues during peak periods. The tour operator’s store teams tried to solve this by tracking customers within the queue on a clipboard and pen. However, customers still had to wait in the store and store associates were unable to provide them with estimated wait times.
Furthermore, as holidays are a high-cost purchase, some customers need to go away and reflect before purchasing. The tour operator had no way of allowing customers to return to see their advisor at an agreeable time.
Tui deployed the Qudini Queuing System and Appointment Scheduling software to better choreograph their customer experience and shop floor operations. They selected Qudini due to its flexible, easy-to-deploy, out-of-box software, as well as the company’s passion for improving customer experience. Using Qudini, the travel agency now provides a calm waiting experience, leading to a more productive shop floor and an improved booking conversion.
Wait times have reduced by 57% and the improved waiting experience has reduced the number of customers walk-outs by 65%, thus increasing the number of customers that stay in store for the shop team to convert to a holiday booking.
Holiday bookings have increased by 5% since using Qudini. The client’s appointment bookings have a 48% higher conversion rate than walk-ins alone. If customers are unable to confirm their holiday purchase during their initial visit, store associates can seamlessly book them an appointment to return to store when they have made their decision. This was never possible before Qudini.
The Qudini platform frees up the store team’s time to use on more important tasks. In addition, store associate performance and footfall insights enable the business to improve their team productivity and resource planning so they always have the right people in the right place at the right time.
The Qudini insights help to drive a healthy level of competitive morale amongst team members.
Qudini provides the travel agency with fresh insights on customer activity and intention, as well as the day-to-day activities of team members, helping them improve resource planning and marketing decisions.
Store associates get to grips with Qudini in only a few minutes.
The premium customer experience facilitated by Qudini encourages customers to return to store and tell their friends about their positive experience.
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