Success Stories

BUT adopts clienteling for personalized service

2 min read

Consumer tastes are very personal and that’s definitely the case when shopping for furniture and home décor. To differentiate themselves from the competition, retailers in this sector need to look at ways to personalize the shopping experience using mobile clienteling, for example.

The use of clienteling in retail allows store associates to better attend customers’ personal requirements wherever they are in the store. The ability to advise and help customers is particularly important in furniture and home décor because products typically come in a variety of colors, sizes and fabrics, not all of which will be held in stock.

BUT, a leading French furniture, appliances and home décor retail chain, recently adopted Openbravo Store to enable it to offer more personalized service in its 300 stores using mobile clienteling.

If a customer has a query, instead of them having to locate an assistant to ask, BUT has empowered its associates to come to the customer and equipped them with mobile POS terminals that put the information at their fingertips.

They can show the customer multiple product images, query stock levels and even pull up reviews from online users, so helping them engage more with customers.

Once the customer has made her choice, the assistant can place the order directly on the mobile POS terminal, and arrange for it to be picked up in the store. The customer only then needs to go to the checkout to pay and wait in the preparation zone, where big screens tell the customer when her order is ready to be collected.

The COVID-19 pandemic has changed shopping habits in the furniture and home décor sector as in many others. BUT has adapted successfully to this challenge by implementing new omnichannel fulfillment options such as Click & Collect, home delivery for online purchases or curbside pickup.

Read the case study to learn more about how Openbravo has helped BUT provide more personalized and convenient shopping experiences with a lighter and much more flexible IT infrastructure.