Quality Store runs a chain of over 1,000 large retail stores located across the U.S. They sell many different products, some of which the customer can buy in the store and take away, some that need to be designed with a sales representative while the customer is in the store, and some that require an in-home sales call. Quality Store handles approximately a quarter of a million transactions per month—resulting in many millions of installations per year. This provides the potential for several thousand appointments each day.

Quality Store investigated the market and selected an integrated retail scheduling system from SERVICEPower. The system comprises of two main modules one is SERVICEOutsourcing which is a front-end job booking system, used in-store to record the sale and book designer visits online, at the point of sale and another is SERVICEDispatch, the route by which designers receive their appointment schedules and arrange installation appointments.

This solution provides:

• The ability for the sales assistant to book an appointment with a designer at the point of sale--no need for the customer to call the Quality Store call centre at a later date
• Guaranteed appointments for the designers
• Installation appointments booked online against real capacity to do the job