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M&S improve omnichannel engagement with online booking

Marks & Spencer came to Appointedd looking for a partner with a test and learn, flexible, and innovative mindset. With a number of bookable services on offer, a fantastic opportunity exists to drive exceptional omnichannel customer experience.

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Key results

30%

increase across all virtual appointments in one month

62%

increase for in-store bra fit appointments in three months

1,500+

people booked a bra fit appointment just one day in advance

65%

more likely to book a suit fitting on a Saturday

56%

of all suit fitting appointments were made the same day

Why us

Having trialled a number of booking systems, M&S selected Appointedd’s evergreen software to make the most of its full range of powerful features and to close the gap in a customer experience that was divided between in-store and online.

The support of a dedicated account manager was a key element of M&S’s strategy conversations. Appointedd’s Client Director, Alice Beeby, works closely with the team to provide industry insights and recommendations to continuously drive ROI from appointments.

Appointedd’s creative ideas were able to take the existing M&S shopping behaviour insights and pair them with industry insights to discover how M&S could integrate booking appointments in such a way that improves in store efficiency, customer journeys, and creates loyal, happy customers.

Why now

M&S has a strong relationship with its customers, knows their needs and in which cases it’s best to introduce bookable appointments to better meet their needs.

The success of Appointedd and M&S relationship is not only down to the strategic support the Appointedd Team provides them with, but is also based on the precious customer data that M&S needs and can gather through Appointedd to adapt to changing customers’ needs. By using Appointedd data insights and reporting suite, M&S can better predict shoppers’ requirements and future-proof its business operations.

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14 day free trial. No credit card required

Fast setup, no tech skills needed

Free account setup call and 24/7 live chat support

Take your first booking in under 5 minutes

For enterprise

Dedicated account management

Ongoing strategic support and enterprise SLAs

In-depth data and reporting

Team of in-house industry experts

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