Currys Improves the Curbside Pickup Experience

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.