Clarity Commerce Solutions

Debenhams have implemented innovative retail software from Clarity Commerce Solutions that enhances its in-store personal shopping service. The ClarityLive™ solution provides a variety of new functionality, including a centralised appointments diary. The technology improves the customer experience and will help the chain to grow revenues.

ClarityLive™ software enables Debenhams personal shopping service appointments to be booked instantly online, over the phone or in store, providing a better customer experience from the outset and maximising appointment volumes. Debenhams customers have direct online access to make appointments, and the software gives authorised store staff wider capabilities.

Staff are using the software to perform a range of tasks. It enables them to easily and quickly create, view and edit customer profiles, complete appointment feedback forms, search for available booking slots, and block book appointments for a predetermined period of time.

In addition to the immediate impact ClarityLive™ makes on the Debenhams customer experience, it enables the chain to build a detailed picture of customer spending patterns and gives Debenhams easy visibility of current and future appointment demand.

Peter Moore, Head of Retail Services at Debenhams, says,

“The ClarityLive™ solution has driven tangible improvements to the customer experience, and to the performance of Debenhams’ personal shopper service. We are building a deeper understanding of customer preferences, and are using these insights to anticipate and deliver the ultimate in personalised retail experiences.”

Justin Hollins of Clarity comments,

“The personal shopper functionality within ClarityLive™ is a great example of how Clarity draws on its cross-sector learning to deliver stronger customer engagement. The ClarityLive solution for Debenhams is proving highly successful, and we anticipate further implementations for other major retail chains in the near future.”