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August 5, 2022

Case Study: Marine Home Center

Marine Home Center elevates its customer experience with Parcel Pending by Quadient

Marine Home Center is a home improvement retailer located in the heart of Nantucket, Massachusetts. With customers always top of mind, Marine Home Center was looking to extend its hours of operation without the overhead costs of staffing and keeping the store open longer. “Painters wanted us to open earlier, and consumers wanted us to stay open later,” remarked Ron Foster, General Manager of Marine Home Center. This prompted Foster to explore and seek advice on developing a paint order/in-store pickup program. While Foster was familiar with the locker concept from seeing them at other retailers, it was a paint supplier, Benjamin Moore, that first suggested the concept as a viable solution and recommended Parcel Pending by Quadient as a preferred vendor.

Challenge

Solution

Results

To keep up with customer needs, Marine Home Center, a Nantucket home improvement retailer, was looking to extend its hours of operation without the overhead costs of staffing associated with keeping the store open longer. A paint supplier, Benjamin Moore, suggested the concept of lockers as a viable solution and recommended Parcel Pending by Quadient as a preferred vendor. Marine Home Center chose an indoor Buy Online, Pick-up in Locker solution and worked closely with the Parcel Pending by Quadient team on locker configuration, installation, training, and marketing. Customer acceptance has been fantastic. Over 1,000 parcels have been delivered through the lockers in the six months since their installation in November 2020, and 100% of customers surveyed rated the lockers as easy to use and that they would use the lockers again. With the lockers, both staff and customers save time with pickup, and congestion in the store is much reduced. The lockers are advertised as “open 24/7”, which enables Marine Home Center to extend its hours without actually having to keep the store open and staffed.

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