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.
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
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