John Lewis’ Kingston Store installed Qudini’s digital queue management platform into their children’s shoe department, to help with the demand during childrens back to school period. Qudini was able to create a calmer department for customers and John Lewis Partners, increasing the number of customers served by 76{69ae0a25d93a3bfb4c7a14c6cb5bc2b4db8e6111ae4c35307d8a6dded8443ab9}.

About John Lewis Department Store

One of the UK’s best loved brands, John Lewis is owned by 90,000 partners across 45 John Lewis stores, 342 Waitrose supermarkets, and an online and catalogue business,

The Challenges

John Lewis’s children’s shoes department was experiencing a high volume of parents and children visiting the stores to buy school clothes and shoes before the start of the new school year. Parents were frustrated whilst waiting to be seen and were leaving due to the wait. Staff were trying to manage the queue through a cupboard and pen system, but were losing track of who was next and how long the wait time would be.

Qudini Solution

The children’s shoe department in John Lewis’ Kingston store, installed Qudini’s Digital Queue Management platform. And this meant busy parents could leave their mobile number with John Lewis staff and receive an SMS message confirming their approximate wait time, with a weblink to a live countdown.

It meant customers could leave the department and continue shopping in John Lewis, with the knowledge they would be notified by text with a time they would be seen and even who would be seeing them.

Staff were able to manage customers requirements, have full visibility of all the customers in the queue and could assign available staff as needed, all through the Qudini platform.

“As part of our JLAB programme, we ran a trial of Qudini in one of our shop’s children’s shoes department during the Back-to-School period. The easy-to-use system improved the queue management process for our Partners (staff), making the operation slick and easy, allowing them to focus on providing the best customer experience possible.”