Promoting Click&Collect on the site and switching to a 4H promise
Sector of activity
French furniture and home decoration retailer
Project background
At the time of the COVID crisis in 2020, the retailer implemented Click and Collect in-store with a very degraded 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
Our approach
The first step is to deal with the underlying problems through data analysis.
- Synchronize different store repositories
- Inventory management, with the implementation 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.
Our results
- An acceptance rate close to 94% for the Click & Collect 4H promise
- 340 stores deployed