Blink
Brow Bar
Blink Brow Bar, the leading specialist in brow and lash treatments, needed a new solution to their clunky and inflexible online booking processes. One that would grow with them.
Keeping pace with their rapid growth
With 20 sites, including stores in Selfridges and Fenwick and over 100 staff, Blink Brow Bar is Britain’s leading authority on brows and lashes.
Following a period of expansion, they had outgrown their booking system, which needed help to keep up with the speed and scale of their online and in-store booking activity. In addition, they needed a system to maximise conversion of a high volume of last-minute online bookings and enable their customers to book multiple appointments with the same ease as a single booking. They also needed the flexibility to vary the online booking journey depending on the store.
Wilford was able to address all these problems and more. Not only was the new system able to process last-minute bookings quickly, but it also offered different online booking integration points across the site, which continue to evolve today.
We also introduced a loyalty scheme across the whole chain by creating a bespoke app with the same level of booking ease Wilford is famous for. And we digitised the client consultation process by implementing a customised form linked to the booking journey. We also provided a QR code for in-store, which minimised paperwork and improved customer flow. Finally, we integrated with their preferred tech stack and their chosen marketing platform which allowed them to combine their client booking data with their e-commerce data allowing much more reactive and targeted communications.
In addition, whereas previously, revenue and staff commission reporting was a manual process, Wilford Console’s finance module changed all that and allowed them to see a real-time picture of earnings and staff commissions at the touch of a button.
With such a huge number of staff and the risk of disruption to the business, it was important to deploy the Wilford modules in phases as we migrated data and functionality from their existing solution to the new system.
Once up and running, BBB recorded a 34% increase in online bookings and an increase in average booking value of 11%.
They have also reduced the time it takes to generate revenue and commission reports from days to minutes.
“Our previous booking system was failing us, always crashing, an unresponsive service desk and known issues going months without a fix, with the volume of online bookings we do, it was costing us business. Moving to Wilford blew us all away. Customers now book in a couple of clicks from our website or with our own branded app with a built-in customer loyalty programme, and the team now has access to the tools and tech they use daily and in real-time. To top it off, the Wilford team migrated everything from our old system to Wilford seamlessly without any disruption to our business.”
Limoz Logli
When celebrity stylist Limoz Logli expanded his business to include a full-service salon, blow dry bar and new website, he needed a booking system to reflect his ambitions.
Adams Grooming Atelier
After years of successfully growing its business in the UK, Adams Grooming Atelier wanted to introduce online booking that would complement its walk-in trade. While its US operation had its own requirements.
Astrid & Miyu
Boutique jeweller, Astrid & Miyu needed a fast and efficient way for customers to check availability across their London shops without having to visit each individual site.
As a company, we are driven by 6 key beliefs. Collectively they help us focus on what is important while allowing us to remain unique
Studying human nature is the starting point for everything we build. We’re endlessly fascinated by how and why people interact with technology.
Good tools are useful and beautiful. We see form and function as complementary aspects of an integrated whole.
‘Can’t’ has no place in our vocabulary. We believe it takes a growth mindset to turn booking problems into fresh possibilities.
Your online booking should reinforce your brand, not water it down or clash with the look and tone of your website.
You don’t cut corners, and neither do we. Effective booking combines total flexibility, sharp design and powerful tech. All at once, all the time.
We’re lifelong pioneers, constantly thinking ahead, searching out hidden opportunities, always refining Wilford. Our only competition is ourselves.