B&H uses appointment scheduling to boost store traffic
“The entire JRNI platform is incredibly user-friendly. 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.”
Mutty Strulovic, B&H’s information systems research and development specialist
appointments in first 5 months 1000
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.
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.
“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.
“We’re giving our customers more chances and more ways to engage with us in-store, and JRNI is allowing us to create compelling in-store experiences,” said Aron Felberbaum, B&H’s applications administrator.”