Fortune 500 Retailer

Fortune 500 Retailer Boosts Customer Satisfaction & Saves Valuable Staff Time with Parcel Pending

Retailer leveraged Parcel Pending’s electronic locker solutions to help improve its BOPIS experience.

Retail customers are loving Parcel Pending lockers:
“These lockers are a very good investment. It was a simple, quick and easy process. My product was just waiting for me. I didn’t have to wait in a line. I’m very satisfied!”
“I loved it and texted multiple people as I left the store about how awesome this was!”
“Loved this! So easy and quick. These lockers should be in all stores.”
“Outstanding experience. I would definitely purchase with this retailer again.”
“That was the fastest way of picking up merchandise.”

Overview

Today’s retailers are facing changes in consumer demand, behavior, and above all, technology and online shopping. For example, we’re seeing a boom in online shopping with 62% of consumers making online purchases every week. And, we’re also seeing the trend of consumers buying online and picking up in-store (BOPIS) increasing. 50% of U.S. consumers reported utilizing BOPIS within the last 12-months, and 91% of retailers will offer this model within three years.

Parcel Pending has a strong understanding of the retail space and we are currently working with a number of retailers including those in beauty, department stores, sporting goods, home improvement, and apparel.

One retailer that we partner with is a Fortune 500 company who leveraged our BOPIL® (Buy Online, Pick-up in Locker) solution to improve their customer pick-up experience. This retailer came to Parcel Pending so they leveraged Parcel Pending’s electronic locker solutions to help improve its BOPIS experience could improve its overall BOPIS process as a direct response to customer and associate feedback. Bottom line, customers were dissatisfied if they had to wait more than a few minutes to pick up an order they purchased online. Additionally, store teams expressed concern about managing efficiencies around the BOPIS process including the time spent retrieving and approving order releases once the customer arrived in the store.

Before our retail customers began using Parcel Pending’s BOPIL for their in-store pickups their process was very time-consuming and cumbersome for customers and store associates. When a BOPIS customer entered the store, they were prompted to press a help button at the Online Order Pickup Station. This would trigger the assistance of a store associate who is often already working with another customer or on other important store and inventory tasks. These individuals would stop what they were doing in order to assist the customer.

The customer was consulted on which order they were picking up and then had to helplessly watch and wait for the sales associate to retrieve their order from the back room. Once the item was found, a store manager was required to be present to oversee the release. Subsequently, management was now involved in the process and taken away from other important store responsibilities. At times, this process would take up to 15-minutes. Needless to say, customers were dissatisfied and the staff was wasting valuable time that could have been spent engaging customers with their brands and recommending product offerings.

As such, the retailer recognized the inefficiencies in their current process and partnered with Parcel Pending on a solution that would help them solve their BOPIS pain points.

Results

Parcel Pending is a leading provider of BOPIL designed to simplify the BOPIS and BORIS (Return in Store) processes. The way it works is simple. Once an online retail order is fulfilled – be it groceries, clothing, electronics, cosmetics, and more – the items are placed into one of our Parcel Pending lockers located at the retail store. Customers are then instantly notified by text or email and provided with a unique numerical code or barcode that they can type or scan at the locker kiosk. They can then quickly and easily pick up their order at their convenience.

With the installation of Parcel Pending’s retail locker solutions, this Fortune 500 retailer experienced a number of positive improvements, including: increased customer satisfaction, increased customer demand for BOPIS, increased BOPIS activity, reduction in staff time spent managing BOPIS fulfillment, and finally, preliminary increases in units per ticket.

Overall, this retailer significantly increased their customer satisfaction with their BOPIS model due to our lockers. We were able to help them enhance their customer experience by making the pick-up process quick, easy, and convenient. And, the proof is in the pudding! Results from their initial customer survey are overwhelmingly positive:

  • 95.9% of customers said that using the locker saved them time in picking up their order
  • 94.3% of customers said that they are likely to use in-store pick up again
  • 93.4% of customers rated their experience as “very satisfied”
Positive Customer Feedback:
“I love the new pick-up service! It makes me want to order more online!”
“This was AWESOME! It was so easy to use and I loved how secure my order was in the locker. I would love to see this in more stores!”
“This was my first time using lockers to pick up an online order. It was very easy to use. I was in and out of the store quicker than I expected. I will definitely use the service again!”
“I loved it. I was in the store for no more than 5 minutes. The experience is really cool and shows us what technology can do!”
“It was AWESOME! My six-year-old did the whole transaction. She can’t wait to do it again!”
“This is a super awesome and creative concept. A very cool way to pick up online orders.”

Parcel Pending looks forward to expanding our relationship with this retailer throughout 2018 and beyond.


Parcel Pending by Quadient is the leading parcel management provider for retailers worldwide and the exclusive locker provider for Lowe’s Home Improvement. With over 14,000 placements globally and a significant presence in the United States, Canada, France, and Japan, we offer a wide range of solutions that ensure simple, secure, and seamless online order pick-ups and returns.