Wayra’s journey with Qudini started a decade ago with a hackathon.
We were searching for a startup to solve a business problem that had been identified, but not truly explored or quantified in any way: prospects, revenue and customer goodwill lost to poor queueing practices.
Qudini emerged from the hackathon with a potential solution, but withouta well-developed business structure or an understanding of how to offer their tool to corporate customers.
‘My business partner and I had just left university and we knew almost nothing about running a business,’ recalls founder Imogen Wethered1.
Wayra were able to offer Qudini the corporate experience and knowledge to bridge that divide. Imogen recalls,
There was no way that we could have made the contacts that we did without Wayra, or built up a pipeline of new business
Meanwhile O2 faced difficulties interfacing with a smaller, faster-moving company whose small staff lacked business experience.
We welcomed Qudini on board and began a program of cash and support investment, including arranging a trial for the company’s software with O2.
An initial trial showed the potential of Qudini’s technology, and the product was rolled out across all of O2’s 487 stores in the United Kingdom. Within just a few months, O2 benefited from
Walkouts from stores fell by nearly two thirds as staff embedded Qudini in their daily activities and customers felt less queueing anxiety
27% greater floor efficiency3
Staff transaction times fell by 27% as happier customers were easier to serve and more productive conversations happened, faster
1,000+% ROI
With higher customer satisfaction, more productive staff and more interactions leading to a sale, O2 has realized over 1,000% ROI on its investment in Qudini
These numbers held steady as the product was rolled out nationwide and have formed the business case for ongoing discussions with Telefonica’s German arm over implementing Qudini there too.
For Qudini the win is obvious: ‘We wouldn’t have made it without Wayra,’ says Imogen Wethered. ‘It was Wayra that taught us how to build and run a profitable business. We’ve kept in close touch with them and I still hot-desk from their offices sometimes — it feels a bit like coming home.’4
O2 customers are highly satisfied with their queuing and customer service experience. Qudini have found that in stores that use their software, 97% of queuers underestimated their wait times.
We were able to solve a problem that wasn’t even on the table for most telcos because they didn’t think of it as solvable, and put Qudini on the path to ever-growing success at the same time. Now, the company, newly-acquired by Verint, counts RBS, Samsung and Tesco among its satisfied corporate customers.
It was Wayra that taught us how to build and run a profitable business. We’ve kept in close touch with them and I still hot-desk from their offices sometimes — it feels a bit like coming home
O2 customers are highly satisfied with their queuing and customer service experience. Qudini have found that in stores that use their software, 97% of queuers underestimated their wait times.5
We were able to solve a problem that wasn’t even on the table for most telcos because they didn’t think of it as solvable, and put Qudini on the path to ever-growing success at the same time. Now, the company, newly-acquired by Verint, counts RBS, Samsung and Tesco among its satisfied corporate customers.
In summary, our method gave VMO2 early access to technology that increased revenues through increasing customer satisfaction and gave Qudini the network and guidance to build a pipeline of enterprise clients.
That is how we unlock business opportunities for corporates and start-ups pushing them further, faster, together.
If you’d like to learn more about how we work with corporates and startups to unlock business opportunities, get in touch.
1https://www.thetimes.co.uk/static/accelerators-partnership-start-ups-mentoring/
2https://www.qudini.com/qudini-helps-o2-reduce-walkouts-by-62-per-cent-with-queuing-system/
3https://www.qudini.com/case-study/o2-queuing-system/
4https://www.thetimes.co.uk/static/accelerators-partnership-start-ups-mentoring/
5https://www.qudini.com/the-behavioral-impact-and-proven-roi-of-queuing-software-and-appointment-software/
