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.
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.
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
reduction in wait times thanks to improved staff efficiency
increase in customer satisfaction due to reduced wait times
increase in unplanned purchases, now that customers were able to browse the store whilst they waited to collect their order