Feedback

Promoting Click & Collect on the site and switching to a 4H promise

Sector of activity

French home furnishings and decoration retailer

Project background

At the time of the COVID crisis in 2020, the retailer introduced in-store Click & Collect with a very downgraded promise. The aim of the project is therefore to make Click &Collect finer and more visible on the site (in the product sheet, the tunnel, post-purchase communications and the My Account area) and to reduce preparation time.

Problems encountered : 

  • Warehouse stock variances
  • A non-centralized store repository (and therefore store information)
  • Payment on order, not on preparation
  • No KPI to identify the promise linked to an order
  • Change with stores from 24-hour to 4-hour lead times
Approach / Results
The first step is to deal with the underlying problems through data analysis.
  • Synchronize different store repositories
  • Inventory management, with the introduction of safety stocks
  • Set up dashboards to track store performance and manage the customer promise
  • Review the customer journey to take account of irritants identified during user testing.
  • Acceptance rate close to 94% for the Click & Collect 4H promise
  • 340 stores deployed