Robert Dyas
Context
Robert Dyas are one of the UK’s busiest and most profitable hardware stores, with 98 high street stores and 1200 employees. As part of a multi million pound overhaul of its retail and online activity, Robert Dyas approached Protouch to provide an integrated customer information and self service infrastructure.
Protouch Kiosks were selected to provide a stylish, branded and highly functional technological solution which allows customers to browse Robert Dyas’s extensive product range and to save time at the checkouts.
Robert Dyas required the following from their kiosk infrastructure:
- An interactive system that would allow customers to browse the enormous Robert Dyas product range.
- A kiosk infrastructure which could produce a high quality A4 printout of specifications for their desired products. The printout contains a bar code for fast track till transactions.
- A self service system that would reduce waiting time and give store visitors an improved customer journey.
Outcomes Achieved
Robert Dyas quickly reported very high customer usage figures, and found that customer demand for the kiosks immediately exceeded their expectations. It was calculated that the very first kiosk which was installed in Robert Dyas’s Maidenhead store, achieved a 100% return on investment within its first full week in store. Each of the 35 Robert Dyas retail outlets which are equipped with a Protouch self service infrastructure have benefited from a significant sales uplift, and an increase in transactions on Robert Dyas’s website since 2009 have also in part been attributed to the presence of information kiosks in store. The Protouch kiosks provide in store customers with an introduction to the Robert Dyas internet portal, and an invitation to make purchases online for home delivery.