Carpetright modernises
scheduling with
More-IQ in the Cloud

Carpetright engaged with More IQ to replace a legacy scheduling solution to overcome a number of performance issues and enable them to improve the customer journey through all their channels.

The project involved multiple systems and interfaces to ensure a consistent approach could be taken whether the customer was visiting a store or looking to book via the Carpetright website. Tight timescales due to the shelf life of the legacy product meant a large number of tasks needed to be completed by a number of different teams and 3rd parties.

We spoke with Martyn Cohen, Head of Operations and Home Services at Carpetright about the project

The project was a real success from start to finish, and the highlight was seeing the collaboration between different internal teams at Carpetright and the team from More IQ. The project ran extremely smoothly including all the design and configuration, integration, data migration, testing and Go-Live, with the complex project being delivered on time across the business.”

The tight timeline and move from a legacy solution also meant Carpetright were looking to eliminate the need to any re-keying of data following the move to More IQ and ensure customers promises around appointment times were kept in place even after the cut-over.

“The team at More IQ went even further than we had hoped, the knowledge of the team and adaptability of the solution at More IQ allowed us to interpret and transform our data. This made certain we had both a smooth migration and an accurate and clean data set in More IQ, including a huge set of historical data”.

With Carpetright operating a complex systems architecture, interoperability and integration was a key element of the project. More IQ now sits at the heart of the model with integration to both the Carpetright D365 platform and the Carpetright website offering a single view of appointments and availability through whichever channel the customer chooses.

“Our technical teams found the open API suite within More IQ easy to understand and use, and actually the adaptability and features within it allowed us to really push the boundaries with the new customer journey on the website”.

One of the challenges of the legacy system was the performance and speed of the optimisation which was having an effect on the use of the system and presenting a number of operational challenges, a complex multi-kernel set up was also in place which added to the problem.

“We’ve had great feedback from our colleague across the organisation about the introduction of More IQ. The speed and performance have been particularly impressive and we’ve already seen the operational impact of this.

Due the speed of the optimisation, customers aren’t kept waiting on the website for their appointment options so are staying on the journey with us which has seen an increase of 45% in web leads”.

Along with the solutions state of the art true cloud dynamic resource scheduling and optimisation, More IQ also delivers a wealth of data which organisations can use to design key performance indicators and distribute automatically to management teams, along with operational data to help manage the emerging day.

“A huge benefit we perhaps didn’t envisage at the start of the project is the ease with which we could access and visualise our data, and this wasn’t just about providing standard KPI’s.

Our central team and field managers are able to access real-time dashboards and reports giving an instant insight into how we are operating here and now, and gives them data which enables them o make key operational decisions, empowering them to serve our customers even better.”