qudini - sweatshop case study
Post on 19-Oct-2014
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DESCRIPTION
Sweatshop Sportshoes have implemented Qudini in the key sites to improve the experience of customer waiting for the premium sportshoe service the company offers. Reading this case study will allow you to understand the financial value of dedicating one store colleague as a concierge/meeter-greeter figure at the door in busy periods. Allowing the store to turnover more profit by increasing customer browsing around their store. Qudini's useful performance and business intelligence analytics allow the stores to monitor performance and drive a 25% increase in staff efficiency.TRANSCRIPT
Improving business for Sweatshop sportshoes
70% Reduction
of walkouts
X4 Increase in perception
of service
9% Increase in
customer spend
27% Increase in
Staff Efficiency
RESULTS OVERVIEW:
Since implementing Qudini in their Teddington Store, Sweatshop a UK premium Sports-shoe retailer have benefitted from:
Sweatshop offers each customer a premium foot and gait analysis “full-fit service” which takes up to 40 minutes per customer. This causes 10-50 minute waits for new customers entering the store. Previously customers would form a queue whilst they waited for an advisor. This impacted their experience and prohibited them from browsing within the store. It even caused 10% of customers to walk-out of the store.
BACKGROUND:
THE TRIAL:
Sweatshop Teddington then replaced their clipboard and pen with the Qudini tablet. An automated tool that allows the concierge to intelligently manage their customers and colleagues activities, providing each customer with an estimated service time based on activity and availability.
INCREASE IN CUSTOMER SPEND:
Customer spend increased by 9% with the introduction of the Qudini tablet. Having previously increased by 12% at the initial introduction of the clipboard system. This is due to the increased transparency enabled by Qudini, allowing customers to feel more relaxed and able to browse the store as they wait. Now when customers sit down for their full-fit service they already have an arm-full of products to buy.
REDUCED WALKOUTS:
When the concierge was first introduced to greet and manage customers, walkout rates reduced to just 4%, from 10% previously. With Qudini in place walk-outs has further reduced to an average of just 1%, with some of the busiest Saturday experience 0% walkouts.
“Categorically at no point did we loose a customer on Saturday, because everyone who walked through that door had a conversation with me. I knew everyone’s name, I knew exactly what they wanted.”
-‐ Dan Cooper, Regional Manager, Sweatshop
IMPROVED PERCEPTION OF SERVICE:
Since implementing the Qudini tablet the number of customers leaving the store thanking the staff for the fantastic over-all service provided increased by four-fold. This demonstrates that Qudini is able to significantly improve customers’ overall experience and their perception of the store’s service
IMPROVED CUSTOMER EXPERIENCE:
“What I really like about it was the fact that more than ever the store just felt really calm and under control, everyone knew their place, everyone knew what was going on, and it was a really good experience, I enjoyed it, I was impressed.”
-‐ Dan Cooper, Regional Manager, Sweatshop
The manager views Qudini as an “efficiency tool”, that allows staff to better manage their time and provides valuable analytics on staff performance. Over the months full-fit appointment times have reduced to the store’s target of 30 minutes. Qudini has created a 27% increase in staff efficiency and thus allows the store 5.5 more hours to serve customers each day.
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Sweatshop's Full fit appointment times (minutes)
INCREASED STAFF EFFICIENCY:
“The system focuses you and makes you want to be more efficient”
Through increasing customer spend, reducing walkouts and increasing staff efficiency the simple replacement of the concierge’s clipboard with the Qudini tablet has driven a 719% return on investment on the store’s monthly licensing of the QudIni service.
QUDIDNI RETURN ON INVESTMENT:
Sweatshop’s example demonstrates the extreme financial impact of offering customers a seamless journey through a retail store: from their first point of entry to their premium service with a member of staff. Sweatshop always puts their customers first, above sales targets, and it is this holistic approach that allows them to remain a strong competitor against the growing number of eCommerce retailers selling the same goods for a third of the price. They set a precedent for modern retailers at a time where customer service is key driver of growth.
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