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.
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