Urban Outfitters utilising appointments software

During COVID-19, lifestyle products company Urban Outfitters has enhanced customer engagement and sales for its Anthropologie and BHLDN retail brands with appointments software

The brands have been able to keep their businesses on track by delivering new kinds of customer experiences throughout the restrictions and lockdowns, empowered by JRNI’s Appointments solution.

JRNI Appointments has enabled them to connect with customers in new ways, supporting in-store appointments, virtual appointments and email consultations while complying with social distancing requirements.

The brands have engaged with 25,000 customers since April 2020; and customers who booked appointments purchased 40 percent of the time in stores, 65 percent of the time virtually, delivering higher results than any other channel.

Maddie Bender, brand styling manager for both Anthropologie and BHLDN, says: “It has been incredibly helpful to have the flexibility within the JRNI platform to make adjustments to the appointments and services we offer — to be able to go in and change booking questions, add new services, customise triggered emails, etc. — those types of features and functionality are so easy that we no longer have to involve our technology or web development partners to get them implemented.”