Debenhams BookingBug Case Study

Leading Department Store Increases Appointments with Integrated Platform


International retailer Debenhams increases customer appointments by 25% with seamless booking experience

British heritage with a worldwide reach


The high street staple traces its history to 1778 in London’s West End and has grown into an international store with 240 outlets across 27 countries. The brand has worked hard to offer an industry-leading personal shopping service for over twenty years.

Retail hurdles


Staff found the legacy system frustrating and inefficient. The team had no way of managing additional information or including multimedia content, and it could not be integrated to Debenhams’ CRM system.

Fantastic early results


Since integrating BookingBug in 2015, there has been a 25% increase in bookings for Debenhams’ personal shopping service, with the amount of online bookings doubling in this period.

One year on…


Donna also said: “After 12 months live we haven’t experienced a second of downtime and feedback from staff and customers has been excellent. We also now know that when the time comes to consider offering additional services, such as bra fittings or beauty sessions, we have a robust platform and audience to power it.”

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