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House of Fraser Department store Case Study


Qudini Click and Collect Check-In was deployed into House of Fraser Buy & Collect departments in 2015. Very quickly after implementation, this resulted in a much improved customer experience. The queuing time was reduced by over 65% to a 10 minute wait time and the retailer saw a 20% increase in unplanned purchasing from customers, equating to over £850K in additional revenue potential per annum across their stores.

About House of Fraser Department store

House of Fraser is a UK-based multichannel department store and the third largest department store chain in the UK with 61 stores, located in towns, city centres and regional shopping centre locations.

The Challenges

House of Fraser's fast growing Buy & Collect service has been driving significant footfall into their stores, and creating great opportunities for 'add on sales'. But with most customers coming into stores during the same peak hours of the day, House of Fraser was experiencing operational challenges.

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Qudini Solution

Recognising the need to enhance their operations, and remove any barriers to a fantastic customer experience, House of Fraser implemented Qudini Click and Collect.

A customer management platform now allows their Buy & Collect customers to check in with their details when they arrive in store at a self-service iPad kiosk or a tablet held by a store colleague. Meanwhile staff can monitor a tablet in the stock room to prepare customers orders as soon as they check in. Qudini has enabled the store to handle higher volumes of customers without stressing or increasing their resource.


“Qudini offers an innovative and engaging service-led tool which has allowed us to evolve and differentiate our Buy & Collect proposition in our stores.“

Andy Harding, Executive Director of Multi-Channel

Qudini's Impact

65%

reduction in wait times thanks to improved staff efficiency

40%

increase in customer satisfaction due to reduced wait times

20%

increase in unplanned purchases, now that customers were able to browse the store whilst they waited to collect their order