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In 2017, IKEA, one of Qudini’s customers
which uses Samsung tablets for its click-and-
collect service, was ranked number one in the
Connected Retail Index. This index analysed
200 brands to see which ones offered the
best omnichannel experience, taking into
account everything from click-and-collect and
online fulfilment, to shop-floor technology
and staff empowerment. A total of 21% of
the company’s customers bought additional
items while waiting for their items in the
Qudini queue.
Commenting on the success of the
partnership, Imogen Wethered, CEO &
Co-founder, said: “Samsung’s technology
has been great for us to work with for all
our enterprise clients; it is robust and easy
to purchase and maintain, making it highly
scalable. Samsung offers a range of different
devices and screen sizes, which gives clients
significant flexibility: smaller devices are light
and easy for staff to carry, while its larger
screen sizes are great for self-check-in kiosks.
As a brand, it’s also incredible at giving
back to the start-up ecosystem and helping
tech companies to grow through mutually-
QUDINI HAD
REDUCED THE
NUMBER OF
CUSTOMER
WALKOUTS
FROM O2
STORES
BY AN
INCREDIBLE
62%, £29
MILLION
WORTH OF
ADDITIONAL
ANNUAL
REVENUE.
www.intelligentcio.com
beneficial relationships. It has been an
amazing partner to Qudini since the outset
of our business.”
Phillip Griffiths, Head of Projects and
Customer Success for Samsung at Qudini,
answers some further questions regarding the
implementation of the Samsung solution:
How beneficial has the solution been
for Qudini?
Qudini has allowed Samsung to offer a
premium customer experience and service in
its store environment. The process enables
the customer to relax and engage with the
store, while they wait to be served; customers
are now calmer and more satisfied. The
instore wait time of the average customer
has been reduced by 21.5 minutes (53%)
and 98% of customers will wait for service.
How are staff able to be
more productive?
Qudini has helped staff by ensuring they are
given the correct customer information in a
INDUSTRY WATCH
simple, easy-to-use technology. Stores have
seen significant productivity and efficiencies
increases, allowing for twice as many
customers to be served with more than half
the previous wait time.
THE
SOLUTION
HAS
IMPROVED
15 MILLION
CUSTOMER
EXPERIENCES
DURING THE
LAST YEAR
ALONE.
Has the system been as successful in
Belgium as it has been in the UK?
After seeing these results, the solution
was deployed in Belgium where similar
benefits were witnessed. On the back of this,
Samsung has deployed the solution globally,
including the following markets: Germany,
Netherlands, Canada and Sweden.
Have you noticed a difference in
customer satisfaction since using
the service? If so, how?
As mentioned earlier, O2 in the UK has seen
a 62% walkout reduction; this prevents £29
million in potential new contract revenue
from walking out of the telco retailer’s doors.
Does the system benefit companies
in other areas, i.e. improved number
of sales, rather than simply being
beneficial for the customer?
Phillip Griffiths, Head of Projects and
Customer Success for Samsung at Qudini
IKEA OCPs: 74% of IKEA customers are
freed from a physical queue so they can
browse while waiting to collect, 24% will
make a purchase. n
INTELLIGENTCIO
93