M&S improve omnichannel engagement with online booking
Marks & Spencer came to Appointedd looking for a partner with a test and learn, flexible, and innovative mindset. With a number of bookable services on offer, a fantastic opportunity exists to drive exceptional omnichannel customer experience.
Key results
30%
62%
1,500+
65%
56%
Why us
Having trialled a number of booking systems, M&S selected Appointedd’s evergreen software to make the most of its full range of powerful features and to close the gap in a customer experience that was divided between in-store and online.
The support of a dedicated account manager was a key element of M&S’s strategy conversations. Appointedd’s Client Director, Alice Beeby, works closely with the team to provide industry insights and recommendations to continuously drive ROI from appointments.
Appointedd’s creative ideas were able to take the existing M&S shopping behaviour insights and pair them with industry insights to discover how M&S could integrate booking appointments in such a way that improves in store efficiency, customer journeys, and creates loyal, happy customers.
“Appointedd were our first point of call for when we started to think about how we could make that link between the physical stores and online.
Having one dedicated person means that they know the journey you’ve been on. There’s an element of trust which builds up over time when you have that dedicated person.”
Annie Gardner
Omnichannel Customer Experience Manager
Why now
M&S has a strong relationship with its customers, knows their needs and in which cases it’s best to introduce bookable appointments to better meet their needs.
The success of Appointedd and M&S relationship is not only down to the strategic support the Appointedd Team provides them with, but is also based on the precious customer data that M&S needs and can gather through Appointedd to adapt to changing customers’ needs. By using Appointedd data insights and reporting suite, M&S can better predict shoppers’ requirements and future-proof its business operations.
“When people are using the service they are going on to purchase. It’s making a difference in converting some of those browsers to transactions and purchases. It’s clearly effective when within the first couple of hours of relaunching our suit Fit service online with no marketing, we already had people booking in.”
Annie Gardner
Omnichannel Customer Experience Manager
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Dedicated account management
Ongoing strategic support and enterprise SLAs
In-depth data and reporting
Team of in-house industry experts