Case Study: Room & Board achieves seamless, automated design appointments and increased sales with JRNI Appointments

Modern retailing meets modern furnishings

Room and Board, a modern furnishings retailer with 18 U.S. showrooms and a staffed call center, faced an onerous, manual process for booking in-showroom design appointments and needed the flexibility to move easily to remote appointments. After an RFP and demos, they selected JRNI and its JRNI Appointments solution to provide a secure, branded, easy-to-use scheduling experience.

JRNI deployed JRNI Appointments across all 18 stores and the call center in February 2020, enabling automated in-store, video and phone design bookings, streamlined front- and back-end workflows, and KPI tracking (appointments by location/type and sales/average transaction value). The platform kept service continuous through the pandemic—virtual bookings outpaced in-store bookings by November—and Room and Board saw increased spend from appointment customers, reduced manual work through automation, and stronger customer loyalty.

Room and Board

Liz Schultz

Retail Customer Experience Leader