Urban Outfitters is boosting customer transaction volume by 25% at two of its brands, Anthropologie and BHLDN, after deploying JRNI Appointments, an experiential relationship management technology.

Anthropologie and BHLDN have engaged with 25,000 customers since April 2020 via virtual, email and in-store appointments, according to a press release.

JRNI Appointments helps retailers connect with customers in various ways, including in-store appointments, virtual appointments and email consultations, and helps provide seamless and highly personalized experiences to each shopper.

"As the business owner of our styling programs, 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, customize 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," Maddie Bender, brand styling manager for Anthropologie and BHLDN, said in the release. "I can literally go in there and change them based on the needs of our business with little to no down time, which has been instrumental, especially during COVID.

"JRNI was the reason, really the service, that allowed us to act so quickly and nimbly, to get this off the ground," Bender said. "My biggest test for JRNI was that there were no questions asked, just ideas to figure out how we can make this work during this crazy time. So that was really amazing. When we were able to open our doors using in-store appointments, it's really great to see that everything can be managed in one space, even though the appointment channel is different."

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