Charles Tyrwhitt’s revenue and booking boost with Appointedd

By implementing Appointedd, Charles Tyrwhitt streamlined their operations, enhanced their customer booking journey, and achieved a 38% increase in bookings.

Charles Tyrwhitt is a globally recognized menswear brand specializing in high-quality shirts, suits, and accessories. With a growing presence across global locations, the brand is known for its exceptional tailoring services and commitment to delivering premium customer experiences.

Charles Tyrwhitt faced challenges in managing their appointment system effectively. Using a basic form-based system, they struggled with inefficiencies, lack of reporting, and a subpar customer experience. By implementing Appointedd, they streamlined their operations, enhanced the customer journey, and achieved a 38% increase in bookings. Since using Appointedd, appointment revenue now constitutes 11% of their overall income.

The challenge

Before Appointedd, Charles Tyrwhitt relied on a basic web form that led to inefficiencies and frustrations:

Manual processes: Customers had to fill out forms, which were processed manually by the customer service team and then forwarded to stores.
Delayed confirmations: The manual process caused delays of up to a day for appointment confirmations, impacting customer satisfaction, and providing an opportunity for customers to shop around with competitors.
Data gaps: The form-based system provided no reporting tools, making it difficult to analyze appointments or attribute revenue effectively.
Scaling issues: As the brand expanded, managing data manually for multiple stores became increasingly time-consuming and error-prone.

The solution

Appointedd provided a comprehensive scheduling solution tailored to Charles Tyrwhitt’s needs:

Integrated reporting: Real-time analytics enabled managers and Head Office to track appointments, revenue, and customer behavior across stores.
Seamless customer experience: Features like automated confirmations and reminders (from an authenticated domain) reduced delays and enhanced customer satisfaction.
Scalable and efficient: The system allowed easy integration with existing store operations.
Premium aesthetic: The clean, intuitive interface aligned seamlessly with Charles Tyrwhitt’s brand image, reinforcing their position as a premium retailer.

Results and impact

Booking growth

Online bookings increased by 38% during their first three months using Appointedd

Revenue contribution

Appointments now contribute 11% to overall revenue, reflecting strong customer demand and satisfaction.

In-store efficiency

Store managers can now book customers for appointments in seconds, significantly streamlining the customer experience and reducing in-store wait times.

Business analysis

Business-wide data analysis, which previously took 3-4 hours, can now be completed in under 30 minutes. Managers benefit from real-time access to key metrics, enabling faster, data-driven decision-making.

“Appointedd has revolutionized our booking process. The reporting capabilities and premium aesthetic have made our operations smoother and more aligned with our brand. It’s been a game changer for efficiency and customer satisfaction. The customer journey and the in-store journey both work well with each other. The fact that managers can use it on the shop floor and even via their phones makes the process seamless and smooth for our customers.”

Louis Coelho, Retail Operations Manager at Charles Tyrwhitt