Hobbs puts customer experience first with In-Store and Virtual Appointments and Click & Collect
Hobbs, the leading British luxury fashion brand, has always placed customer experience at the heart of their strategy. In order to go even further in their omnichannel roadmap, Hobbs have selected OneStock’s Order Management System to offer Click & Collect, In-store Appointments and Virtual Appointments to optimise and unified their customer experience. Since stores have reopened on April 12, the In-store appointments have had great success!
Faster pick up times thanks to Click & Collect
Thanks to OneStock’s OMS, Hobbs has been able to improve its Click & Collect capabilities across the business. The user-friendly and intuitive employee interface has allowed the Hobbs salespeople to adopt the new solution very quickly and orchestrate over 100 orders per day.
Click & Collect has allowed Hobbs to help their clients collect their items in the store of their choice as soon as possible whilst simultaneously reducing costs and shipping delays. This delivery method also gives the retailer the opportunity to put more items in their client’s shopping basket by cross-selling products.
Click & Collect orders orchestrated per day
of all appointments booked by Hobbs customers are Virtual Appointments
only to implement the In-Store Appointment solution
In-Store Appointments: a unique tailor-made customer experience
Launched in October 2020 across all 59 of their UK stores after just a couple of months of implementation, the In-Store Appointments service has allowed the retailer to offer their customers personalised experiences. In just a few clicks, Hobbs’s customers can book an In-Store Appointment online at the time of their choice. They can then answer some questions regarding the specifics of their visit including their clothing sizes, their budget, the type of clothing they dislike and what items they are looking for.
All this information is then available on the vendor interface, and as such the sales staff can prepare some items and a cabin in advance so that everything will be ready for when the customer arrives, offering a seamless and exclusive experience. Appointments can also be made directly in the vendor interface, meaning that a customer that is just popping in but would like to make an appointment can do so in-store.
Group Retail Director at TFG Brands London
Making shopping safer and easier with Virtual Appointments
During a time when shopper safety is at the centre of concerns, Virtual Appointments allow Hobbs to continue to interact with and offer a unique experience to their customers without having them leave their homes. On average, 35% of all appointments booked by Hobbs customers are virtual appointments, which shows the growing interest in this type of service.
The booking process is very similar to the In-Store Appointment process, with the customer selecting a date and time, and answering a few questions concerning their preferences. They then receive a Zoom video link for the date and time of the appointment. During the appointment, the store staff will select some items for the customer and offer advice and recommendations based on what the customer is looking for. Thanks to the Order Management System, the sales staff can then place an order for the customer and have the items shipped directly to the client's address upon payment.
Since reopening on 12 April, as shoppers have flocked back to stores, over 100 In-Store and virtual appointments have been made by Hobbs customers. Since launch, In-store and Virtual Appointments have generated over £187k in additional turnover. For this omnichannel project, OneStock was connected to Hobbs’ existing IT system, including a Salesforce Commerce Cloud e-commerce platform and a CIMS (Tactive) ERP.
With customer experience being so important in the luxury industry, Hobbs has placed this concern at the centre of their omnichannel roadmap in a bid to optimise their customer proposition. The whole OneStock team is very happy to be working with such an iconic and customer-focused brand and is looking forward to continuing working with Hobbs.