Case Study

About Tupperware

The Tupperware Brands Corporation is a global direct seller listed on the New York Stock Exchange. Through an independent sales force of approximately 1.9 million worldwide, the company supplies premium, innovative products across multiple brands and categories.

Tupperware was introduced in Southern Africa in 1964 and is now available nationwide with over 250 000 Consultants forming part of the company. In more than 100 countries, the Tupperware brand is known for its design focused preparation, storage and serving solutions for the kitchen and home. 

The Challenge(s)

Builders stores are characterised by their vast size and enormous range of products and services. This poses a challenge in terms of staffing for the simple reason that it would not be economically viable to have a staff member in every section of the store at all times.

Due to these challenges, unattended customers became a reality which resulted in poor customer experience for the group and potential loss of business. The group was also not able to measure the impact of a possible poor customer experience in-store, resulting in negative exposure on social media impacting the reputation of the group.

The Solution

Management embarked on a mission to improve the environment by making it easier for customers to get assistance when required and provide valuable input on their in-store experience at the various available touch points.

Service Systems was approached to assist with implementing a range of solutions to best suit Massbuilds’ needs and environment.

Queue Management

The Massbuild store planning team designed the stores with a linear (or snake) queue model for space and service efficiencies. Service Systems Queue Management Systems incorporate digital signage with queue management, perfectly suited for this requirement.

Linear Queue & Supervisor Call

Wireless call pads are mounted at each checkout point. Staff are able to call the next waiting customer, or a supervisor if they require senior assistance, thereby streamlining the customers experience.

Queue Screen

A screen is mounted at the front of the queue, showing infotainment to a captured audience, as well as visual and audible queue call notifications.

Overall Improvements & Benefits

Our partnership with Builders Warehouse has provided them with valuable tools and customer insights into their business and daily operations. Real-time features such as Call for Service and Poor Press Alerts have resulted in customers being assisted timeously, feeling valued, and ultimately increased basket spend and customer loyalty for the group.

On average, we collect feedback from between 4,000 and 5,000 customers per store, per month, resulting in a substantial amount of feedback on which to make decisions and take action. Our system has been running successfully in their stores for 9 years, with regular maintenance, upgrades, and additional initiatives taking place over this time.

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