Case Study: Currys

Profiles

Prominent electronics retailer, Currys, which is owned by Dixons Carphone, has rolled out a new curbside collection service at over 300 of its stores throughout the UK.

Challenge

To drive customer satisfaction, Dixons Carphone wanted to find a way of enabling Curry’s customers to seamlessly collect online orders from curbside, doorside or in-store.

Currys were looking for an innovative tech solution that would enable them to create a powerful, efficient, and incredibly convenient customer experience.

Solution

Qudini by Verint developed a bespoke solution using AWS Lambda to provide a scalable order pickup solution to meet Curry’s requirement.

Using Qudini’s Curbside Pickup software, Currys now has a collection service that allows customers to purchase products and collect online orders from the safety of their cars.

Customer Journey: Currys Curbside Pickup

Customers arrive at stores and check-in by phone by accessing a weblink in their order confirmation email or through scanning a QR code at the front of the parking bay or store.

Once checked in to a store, customers receive their queue position by SMS and a live smartphone countdown view while they wait.

A store associate then locates the customer’s order and drops it into the customer’s car boot, enabling them to drive in and out of the store without getting out of their car.

Results

• Increased likelihood of omnichannel sales
• With the option of in-store pickup now in place, Curry’s customers are more likely to convert.
• More competitive offering
• Qudini by Verint allows Currys to capture more footfall from online and turn it into brick-and-mortar traffic compared to their local competitors without a curbside order collection service.
• Better customer experience
• Customers stay updated about their wait time and position number throughout the customer journey.
• More productive team
• Store staff can access Qudini from all devices and receive real-time notifications, meaning they have full visibility over the BOPIS (Buy Online Pickup In Store) journey.
• Improved loyalty
• A better customer experience coupled with the simplicity and ease of collection means customers are more likely to return.
• Greater insights.
• Qudini captures a wealth of data that enables the Dixons Carphone head office to better understand their customer needs and behaviors and improve resource planning and marketing initiatives.