Case Study: Urban Outfitters sustains 25,000+ customer engagements and boosts purchase rates with JRNI Appointments

Urban Meets Customers Wherever They Prefer

Urban Outfitters, owner of brands including Anthropologie and BHLDN, needed a single, flexible booking solution to deliver personalized in-store and remote services while respecting COVID-era social distancing. Anthropologie was relying on manual bookings and BHLDN’s previous tool wasn’t meeting needs, so the retailer required a platform to schedule appointments, manage staff availability, and support virtual, in-store, and email consultations—JRNI Appointments was selected to address this challenge.

JRNI deployed JRNI Appointments across Anthropologie (select stores, over 200 total), all 23 BHLDN stores, and dedicated virtual teams, enabling easy booking, intake questions, Zoom integration, capacity controls and cleaning buffers. The JRNI solution engaged over 25,000 customers since April 2020 and delivered strong commerce impact: customers who book appointments convert on average 40% in stores and 65% virtually, while giving Urban Outfitters the agility to manage appointments and communications without developer involvement.

Urban Outfitters

Maddie Bender

Brand Styling Manager