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Reducing walkouts at O2 Case Study

In 2015, Qudini was deployed into 487 O2 UK Stores. By Q1 2016, Qudini was able to show clear improvements in the customer experience, with the number of walkouts reduced by 62%. This stops the equivalent of customers worth £29M in potential annual revenue from walking out of O2's stores each year because they do not want to wait for service.

In addition to O2's amazing results, Telefonica Global also named Qudini as preferred Global Supplier for Queue Management.

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About Reducing walkouts at O2

O2 is the commercial brand of Telefonica UK Limited and is a leading digital communications company with the highest customer satisfaction for any mobile provider, according to Ofcom. With over 23 million customers, O2 has over 480 retail stores and over 2,500 employees.

The Challenges

As O2 continuously evolves the level of service and advice offered to customers in its stores, it has employed 'concierge' staff to greet and assist customers as they enter the store.

Previously these concierges used clipboards to manage the customers wanting service. This created a number of challenges because the clipboards could become scruffy and gave no visibility of colleagues' activities as they served customers. The concierges were unable to provide customers with accurate information about when they would be seen.

The O2 team wanted to deliver a solution that had the ability to manage customers at the point of entry and provide accurate data on wait times to meet customers' needs.

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Qudini Solution

O2 concierges now use the Qudini Concierge app on their Samsung tablets, which helps them manage customers as well as staff, and provide each customer with an accurate serve time calculation based on available resources. When the wait is long, customers can provide their mobile number and receive SMS updates about their turn.

View further amazing results & graphs showing the drastic walkout reductions seen by O2.

“It changes the perception of queuing. Queuing becomes fun, that time becomes your own time, rather than time spend waiting in a store for an advisor."

Bridget Lea, Head of Stores, Telefonica

Qudini's Impact

62%

reduction in walkouts now that customers are happier to wait.

£29m

additional annual revenue potential due to reduced walkouts.

£0.4m

of O2 staff salaries are put to better use.