Sporting retailer Ellis Brigham creates the perfect post-lockdown customer journey with appointment booking system

Raj Sangha
by Raj Sangha

Mountain sports retailer, Ellis Brigham, has rolled out a new appointment scheduling system in its stores to support social distancing measures.

Ellis Brigham is a mountain sports retailer well-known throughout the UK for its skiing, snowboarding, mountaineering, hiking and climbing equipment, and after several months of lockdown, the majority of its 24 stores have reopened to the public.

The family owned business, which has been in operation since 1933, has implemented a number of social distancing measures in its stores to keep consumers and employees safe, such as limiting the number of customers allowed inside stores, positioning customer service hosts at store entrances, and implementing one-way floor marking systems.

And another brilliant initiative the retailer has rolled out is offering customers free appointments for one-to-one advice. Using Qudini’s appointment scheduling software, customers can book an appointment with an in-store consultant for footwear fittings, backpack fittings, camping advice and clothing, and general equipment advice.

Ellis Brigham’s appointment booking customer journey

1) Customers arrive at Ellis Brigham’s dedicated in-store appointments page

Customers can view available services and stores where service is available.

2) Customers select which service they would like to discuss


3) Customers can view available time-slots and select which one suits them

4) Customers are asked to enter their personal details

5) Customers are kept updated and engaged

Once booked, customers receive an email confirmation (and SMS text) and then a further reminder an hour before their appointment time.

The customer arrives at the store at the scheduled time and speaks to a customer service host who helps check the customer in and their expert is notified.

Why Ellis Brigham’s appointment booking service is superior

By deploying Qudini’s appointment booking system on the shop floor, Ellis Brigham is creating a service that is:

As well as creating a great customer experience, there are also a number of other perks Ellis Brigham benefit from, such as:

Find out more about Qudini’s appointment booking software here.


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