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Virtual queuing app helps Briscoes connect with its customers in contactless times

14th May 2020

Author Justin Hamilton

Davanti partners with Briscoe Group to deliver virtual queuing app across Briscoes’ and Rebel Sport’s 87 stores nationwide

As New Zealand moves to level 2, we’re all looking forward to moving one step closer to a full return to the physical world. For us at Davanti, we’re also especially excited to be behind the launch of Briscoes and Rebel Sport’s virtual queuing app, profiled on Stuff:

https://www.stuff.co.nz/business/121502670/coronavirus-briscoes-reveals-level-2-plans

Three weeks ago, we met the Briscoes team virtually and they immediately made us feel very welcome and part of their team. We started that afternoon, working closely together through uncharted territory with little regulatory clarity. Today Briscoes has gone live with the virtual queuing app, launching to its 87 Briscoes and Rebel Sport stores nationwide on the first day of Level 2.

Briscoes has been a fantastic customer – it has been a true partnership and our combined teams have had a lot of fun along the way.

This project embodies so much of the Davanti: the speed of our response, the way we have adapted to their changing needs, the trust we have built in the relationship and of course the power of the Salesforce platform.

I’m immensely proud of the Davanti team for their passion and dedication – we’ve all been really excited to work with Briscoes to see this come to life.

Ceciline Thai, Manager Salesforce Consultant and our project lead extraordinaire for the project says:

“The team and I are really excited to see Briscoes go live with the app today. It’s been an amazing project, and I’ve been super impressed by all the hard work the team have put in to meet today’s deadline.

Great people, great collaboration and a really supportive, agile approach, with lots of ideas shared along the way.”

This is a point-in-time solution. We hope it enables Briscoes to deliver a fantastic customer experience through the first few busy days without a large investment. As things settle down it may no longer be needed or might be enhanced to serve a different purpose.

“Thanks to our awesome partners, Davanti, who have worked with us to enable virtual queuing.

We believe this solution will help maintain safe social distancing and improve the overall shopping experience for our customers.”

– Melissa Haines, Business Improvement Manager, Briscoe Group

 

At Davanti, our role in life is to help our customers get closer to their customers.

Two months ago, the world was responding fast to COVID-19 (and of course continues to). As natural born problem solvers, our team thought hard about how we could help our customers stay ‘close’ (without physical proximity) to their customers in contactless times, while also ensuring compliance.

The result of this thinking was the creation of the Queue Management and Contact Tracing app, now used by Briscoes today, and an Employee Management and Wellbeing app. By applying our design thinking-led approach and drawing on the power, speed and flexibility of the Salesforce platform, we’ve been able create an enterprise solution in a short space of time, with Briscoes one of the first customers to go live with the solution.

We’re really excited to see the app in action for Briscoes and its customers, and I’m personally looking forward to heading out to Briscoes this weekend to use it myself!

A big thank you, congratulations and best wishes in the weeks and months ahead to Melissa, Jeffery and the Briscoes team. It has been a tough time for retailers and their people, and today – our first day of Level 2 – marks a momentous occasion for all New Zealanders, but none more so than the retailers physically opening their doors.

 

Further information about the Queue Management and Contact Tracing app

Queue management and contact tracingWhat is it?

The Queue Management and Contact Tracing app provides a highly configurable, simple and inexpensive omnichannel platform for businesses needing to closely manage social distancing and contactless customer service, today and in the weeks and months to come.

The app gives you a real-time view of your customers in – or outside – your stores. It’s ready to go and delivered as-a-service for simple and quick management and set-up, and it also has the flexibility to be quickly customised (in a matter of minutes or hours) to meet any specific requirements you or your customers may have.

What will it give you?

It’s accessible where, when and how you and your customers need it

Recognising the differing needs of New Zealand businesses based on the customer bases they serve, the platform has been built to allow queue registration across multiple channels – Web, mobile, QR quick links and SMS.

A dashboard and reporting for meaningful insights

The at-a-glance view provides real-time visibility across all different stores and insights on incoming and outgoing foot traffic. It allows you to take any necessary actions around staff allocation and wait/service times.

It allows you to start the process of collecting key data immediately, and provides accurate time stamping for customer visits to assist with Contact Tracing efforts.

SMS-triggered alerts to help you deliver an exceptional customer experience

This solution helps your customers minimise their wait times by letting them know estimated wait times and notifying them when they are able to enter the store.

For more information:

 

Justin Hamilton is Davanti’s Chief Executive Officer and one of Davanti’s founding Directors. He thrives on complex problems and is focused on getting the right results for customers in a pragmatic, right-sized way. When he’s not busy problem solving, you’ll most likely find him on the water. 

Justin Hamilton