B&H is one of the world’s largest independent retailers of photography, video, and audio equipment. More than 3 million professionals and enthusiasts in the world of imaging, audio, and technology rely on B&H for their equipment needs. B&H integrated a powerful appointment scheduling application that helped them to secure more than 1,000 in-store appointments within their first 5 months.
Understanding that personalized and convenient customer service is crucial for conversion, B&H sought to provide an easy solution for scheduling online appointments with its in-store experts at its 34th Street SuperStore in New York.
In order to provide outstanding in-person consultations, the retailer wanted to ensure that consumers could have convenient ways to organize personal meetings with B&H experts to answer questions and explain technical issues with newly obtained gear. Most importantly, B&H didn’t want to rely on scheduling appointments via email anymore because it produced inefficient communication and a poor customer experience.
After a competitive request for proposal process that included four other participants, B&H selected JRNI’s Appointments Application, not only because of its enterprise-grade platform, but for its powerful online appointment scheduling capabilities. B&H indicated that JRNI’s ease of use, customization offerings, simple navigation, and robust security features were key considerations in its decision. “The entire JRNI platform is incredibly user-friendly,” said Mutty Strulovic, B&H’s information systems research and development specialist. “It’s self-explanatory and doesn’t require a lot of time to learn. We quickly implemented it, trained our in-store staff on it, and started seeing results from it.”
After implementing JRNI in February 2019, B&H achieved significant results within the first five months of use. The retailer recorded more than 1,000 appointments scheduled online for its SuperStore – a notable achievement for the first phase of its rollout with JRNI.
As B&H grows its partnership with JRNI, it’s planning to expand scheduling capabilities and institute videoconferencing to meet consumer demands for more opportunities to engage with B&H experts in-store.
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