Enabling US-based Optical Retailer to:
Reduce walkouts, so more customers receive optical support and buy glasses.
Increase customer loyalty, due to premium service and no waiting.
Improve store productivity and resource allocation, due to better processes and business insight.
Qudini works with one of North America’s largest eyewear retail brands, who operate optical retail stores across the USA.
Our client had footfall coming into their optical retail stores for eyewear advice and eye tests, which could take up to 30 minutes per customer. As a result, new customers would often need to wait for service and decide to walk out of the store. Our client managed these customers on a first-come-first-served basis using clipboards and pens. They also pre-booked customers in for service using a paper appointment diary and posted a basic booking form online. However, these manual processes took up staff time and undermined their professional outlook, leading to a less than optimal customer experience and reduced customer loyalty.
In a bid to position themselves as the leading optical retailer in North America, our client installed the Qudini Queue Management system and Appointment Scheduling software. They selected Qudini as a flexible and service-oriented software provider with a highly scalable and adaptable tool that could support their stores across the USA.
The walk-in customer journey with Qudini Queue Management:
• Walk-in customers wanting to see an optician are added to a digital queue.
• If the customer entered their mobile number, they receive an SMS message with a link to a website to watch their place.
• The customer can relax and enjoy their wait by browsing the eyewear or heading out of the store for a coffee.
• When their turn arises, they receive an SMS asking them to meet the host.
• The host introduces the customer to the optician when it is their turn.
• If at the end of their optician’s service they want to speak to an advisor, the customer is added into the queue for eyewear dispense. This frees them to browse the store until an eyewear advisor comes to find them.
The upcoming appointment customer journey with Qudini Appointment Scheduling software:
• Customers can book follow-up appointments with an optician or eyewear advisor either online or in-store.
• 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, the host checks them in and introduces them to the right advisor.
The Qudini Shop Floor Management features enable the optical retailer’s store teams to manage their customers, alongside their staff and shop floor activities using Qudini on their desktop devices. The Qudini app allows greater visibility and communication, which is particularly essential in stores operating across two floors. Staff members taking their breaks can speak to the shop floor manager who can record their break and manage when they are due to return.
The improved waiting experience encourages more customers to wait for service and eyewear advice.
The seamless transfer of customers from opticians services to eyewear advice helps the retailer convert more customers to purchasing glasses.
Being able to book appointments online has driven more customers in-store for opticians services and eyewear purchases.
For the first time, the brand can now easily convert customers engaging with their marketing materials online to in-store footfall by placing a booking weblink within their campaign material.
Younger millennial and GenZ demographics are less patient than previous demographics and 250% more likely to complain about poor store experience. Providing a more premium digital service experience helps the brand build a strong millennial and GenZ customer base.
The improved customer experience has encouraged more customers to return to the store more frequently and relay positive feedback to their friends. This has driven future revenues for the business beyond the customer’s initial visit.
Qudini enables the store team to serve more customers and spend more time on important shop floor activities, by reducing the time spent managing customers and crowding within the store.
Qudini enables the optical retailer to better understand footfall patterns and store operations. As such, the retailer is able to allocate the right people to the right place at the right time.
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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