Rent the Runway established its brand offering upscale apparel rentals online. When the company expanded into brick-and-mortar, it needed to present a branded in-store experience, with technology that enabled seamless, friction-free interactions. And more specifically, it needed to find a way for customers to quickly scan the tiny barcodes located on the label of each of the nearly half-million clothing items that Rent the Runway keeps in rotation. This would allow customers to return rental items or check out new items at the physical locations with ease while freeing up employees for more complex customer interactions.
While looking into a variety of iOS-based solutions, Rent the Runway tested Aila’s Interactive Kiosk with TrueScan™ technology. The fast, flawless barcode scanning dramatically outperformed the competition, and the sleek, secure enclosure offered the perfect balance of form and functionality to enhance Rent the Runway’s in-store experience. After a pilot in the company’s flagship NYC store drew an immediate positive reaction from customers, the Interactive Kiosk was rolled out across all Rent the Runway locations.
Additionally, Rent the Runway’s return system is in several WeWork locations to make it even easier for members of each service to return their outfit rentals.
Learn how Aila created a seamless returns process with Rent the Runway to improve the customer experience.
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