Currys Improves the Curbside Pickup Experience

Currys has rolled out a new curbside collection service with BOPIS Check-in, using the Verint Queue Management software.

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The results

  • Improved customer experience and loyalty

  • More productive store team

  • More footfall

About Currys

The 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. 

currys logo

Verint BOPIS Check-in drives customer loyalty with efficient order pickup

To drive customer satisfaction, Dixons Carphone wanted to find a way of enabling Currys 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. 

Verint developed a bespoke solution using AWS Lambda to provide a scalable order pickup solution to meet Currys requirement. 

Using Verint Queue Management software for BOPIS (Buy Online, Pick up In-Store) Check-in*, Currys now has a collection service that allows customers to purchase products and collect online orders from the comfort of their cars. 

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 trunk, enabling them to drive in and out of the store without getting out of their car. 

Currys curbside pickup

Improve resource planning and marketing initiatives

Currys deployed the BOPIS Check-in solution to drive customer satisfaction by enabling customers to seamlessly collect online orders from curbside, doorside, or in-store. With the option of in-store pickup now in place, Currys have a more competitive offering which makes customers more likely to convert. 

The use of Verint Queue Management for BOPIS Check-in increases the likelihood of omnichannel sales for Currys, which allows them to capture more footfall from online and turn it into brick-and-mortar traffic. It creates a competitive advantage compared to their local competitors without a curbside order collection service. As Currys customers can now stay updated about their wait time and position number throughout the customer journey, it creates an overall better customer service and improved customer loyalty.  

The curbside pickup service also allows for a more productive store team. Currys’ store staff can access Verint from all devices and receive real-time notifications, meaning they have full visibility over the BOPIS journey. In return, the better customer experience coupled with the simplicity and ease of collection means customers are more likely to return 

Verint 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.

*The solutions referred to as Verint BOPIS Check-in and Verint Queue Management were called Qudini® Click and Collect and Qudini Walk-in Virtual Queuing software when originally purchased, prior to acquisition by Verint. 

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