Click & collect
In-store scheduler improves customer experience

Click & collect

In-store scheduler improves customer experience

Challenge

Impact

Challenge

A big box retailer provided customers the option of purchasing online, and then collecting at a nearby retail location. Customers were frustrated to arrive at the store and face long lines to pick up their items.

Impact

  • Scheduled pickups provide speed and convenience for online shoppers and store associates
  • Reduced lines improve in-store experience for all shoppers
  • 30% adoption by online customers at 1,496 stores

Nexient solution

  • Built mobile/web tool to advance schedule an in-store pick up
  • Administrative interface integrates with inventory systems, enabling associates to have the right merchandise ready at the right time
  • Implemented feedback and reporting to log customer experience
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