Rising customer expectations in cross-channel shopping and falling customer frequencies in stationary retail are drivers for the necessary integration of omnichannel and multichannel retail processes. These are already integrated into our digital in-store solutions and make an essential contribution to customer-oriented retail. With Click & Collect, Click & Reserve, InStore Order, Return to Retail and Ship from Store, we offer everything that customers ask for. We also advise you on the implementation of omnichannel strategies in your company.
Every process highlighted in detail:
Click & Collect
Click & Collect describes the process of picking up goods ordered online from a stationary branch. The order can be placed by the customer via the online shop, a self-service terminal in the branch or by the employee who orders the goods for the customer via the InStore Assistant. The order is followed by the picking of the goods in the central warehouse and is then shipped to the branch chosen by the customer. There, the goods are booked via the incoming goods process and advised for collection by the customer. Every employee can book the collection of the goods using the InStore Assistant. The customer does not have to queue up at the checkout. Another advantage is that employees can use the InStore Assistant to see which items the customer has ordered. This offers valuable opportunities for additional sales.
Click & Reserve
Click & Reserve stands for the process of reserving goods in the desired branch via the online shop. Using availability information, the customer can check whether the desired product is in stock and reserve it in the desired branch with just a few clicks. Subsequently, branch employees receive the reservation order at the InStore Assistant, can put the goods aside and confirm the order or cancel them in the case of goods that are no longer available, for example due to a low stock level. Here, too, there are valuable opportunities for additional sales when the goods are handed over.
The InStore Order describes the process of ordering goods that are no longer available in the store. This is done by the customer at the Self Service Terminal or by the employee at the InStore Assistant. Delivery can either be made to the customer's home or via Click & Collect to the branch. Payment is made at the cash register or thanks to the payment integration of our partner adyen at a mobile payment terminal. When integrating the process, retailers have the option of determining whether the InStore order should primarily be processed by other branches or the central warehouse of the online shop.
Return to Retail
This omnichannel process is an excellent way to increase customer frequency in brick-and-mortar retail. Return to Retail describes the offer to return goods ordered online in a stationary branch. The advantage for retailers is the possibility to offer alternative goods.
Ship from Store
Ship from store describes the process of sending goods directly from a store to a customer, warehouse or to another store. The advantage of this is that branches can also be used as warehouses and ‘dispatch centers’. Customer requests such as same day delivery can thus be met. Orders can be placed in the online shop, through the InStore Assistant or via a self-service terminal. The destination branch is notified accordingly and employees in the branch pack the goods and prepare them for dispatch. Once this has happened, the customer receives a shipping confirmation. The goods are then delivered to the chosen location.