Carphone Warehouse: Pin Point - Creating a smarter assisted-sale service

This case study describes how mobile phone retailer Carphone Warehouse introduced an innovative tablet app to provide a better customer experience and differentiate the brand within the market.

Carphone Warehouse: Pin Point - Creating a smarter assisted-sale service

Bow & Arrow

Executive summary

Pinpoint. Creating a smarter assisted-sale service.

Opportunity

Car phone Warehouse was seeking to ensure it was delivering a consistent selling journey for their 5,000+ retail staff in their 770+ stores, to give it's customers the best tailored assisted-sale service in the UK.

Approach

Bow & Arrow spoke extensively to colleagues, customers, and stakeholders, and conducted mystery-shopping around the country both in-market and with 19 brands out-of-market. This was accompanied by research into the future of retail, psychology and behavioural economics.

Research showed customers were...

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