Intelligent CIO Europe Issue 06 | Page 91

INDUSTRY WATCH STORES CAN MANAGE THEIR STAFF MORE EFFECTIVELY, AS OVER TIME THEY CAN VIEW PEAK TIMES AND RESOURCE APPROPRIATELY. Q udini is a cloud-based Customer Experience Management platform, enabling companies to cut queues, schedule appointments, offer click-and-collect services and customise customer communications. Some of the nation’s biggest brands are already utilising the Qudini platform to transform their in-store customer experience in order to increase sales and improve operations. How does Qudini work? The Qudini platform works by adding shoppers to a virtual queue, giving them the opportunity to browse and potentially buy other products while they wait, while pre-booked appointment customers also appear in the app as they make their appointments online. Stores can manage their staff more effectively as, over time, they can view peak times and resource appropriately. It also means brands can capture information to build personalised customer communications that help build brand loyalty. Qudini’s clients deploy their app onto Samsung tablets held by staff and placed in floor-standing fixtures to enable customers to join a virtual queue, pre- book an appointment or event, request help from an in-store colleague or check- in for a click-and-collect order. Due to high demand for robust kiosk units with scalable off-the-shelf tablet hardware, www.intelligentcio.com Qudini has even created its own kiosk unit to house a Samsung tablet connected to a star ticket printer. Plus, Samsung displays can be used by brands to show customer queue positions on-screen. The solution has improved 15 million customer experiences during the last year alone. How Samsung technology helps cut queues The popularity and success of the Qudini platform has led to the Samsung team installing the system on Samsung tablets across its retail estate in the UK. As it stands, once a customer enters a Samsung store, they are met by a friendly concierge who will record which product they are interested in and give real-time updates with regards to their queue position. They will also be able to inform the customer when they will be seen, enhancing the customer relationship with the brand. Customers can then browse the store or choose to receive a text message when they reach the front of the queue, enabling them to go and enjoy a coffee or continue with the rest of their shopping. Proven success with the platform across the company’s retail estate with customers has led to the system being rolled out in stores further afield in Belgium and Canada. INTELLIGENTCIO 91