Decathlon manages growing volume of BOPIS orders with Parcel Pending by Quadient lockers

Parcel Pending by Quadient enables the storing and distribution of a large volume of packages. Its easy-to-use interface allows the tracking of parcels and informs recipients upon arrival. Pick-up takes seconds and lockers are accessible 24/7.

Parcel Pending by Quadient is a means of streamlining the BOPIS process, optimizing storage space for retail stores and improving the experience for customers collecting orders.

Revenue Growth Customer Engagement Risk Mitigation Expense Control
Provides a service which can be used as a selling point for your store and to encourage additional spend. Increase the satisfaction of users by optimizing their time with this convenient service. Ensures the right person recieves the right parcel and avoides leaving packages unsupervised. Manage orders efficiently, free up staff time for value added tasks and control maintenance costs.

Decathlon wanted to optimize costs for BOPIS flow management

Decathlon has 325 stores in France and 1,700 across the world. The brand strives to make user experience central to its strategy.

The challenge

Quadient was tasked with optimizing the in-store order and collection process to improve customer experience and control the cost of in-store parcel management.

The solution

The lockers were successfully installed within 170 Decathlon stores in France, ranging from 75 to over 150 parcels per store. The lockers were designed to match the unique sizes of Decathlon products, enabling any products ordered online for in-store delivery to be collected directly at the locker. Thanks to the flexibility provided by the locker, customers have more choice in when and where they collect their online or in-store orders, enhancing their experience.

Delivery and results

Decathlon optimized their costs, creating real savings from 30 parcels per day. After surveying customers, it was found that 98% of customers who used the lockers reported to be satisfied. In addition, the lockers enhanced security and accessibility of Decathlon’s parcels. Thanks to the parcel lockers, Decathlon can easily adapt their lockers according to parcel flows and available locker space.

“The project has offered a swift, innovative, and customized returns service that also saves our teams from having to deal with parcels, which is often a time consuming process, especially during peak periods.”
Director of Operations at Decathlon, France

Quadient, the leading provider of innovative parcel management solutions for retailers worldwide, was founded with a simple goal in mind: to make parcel deliveries and returns easy and intuitive for everyone. With more than 100 years’ experience supporting clients’ mail and parcel needs, Parcel Pending by Quadient offers a wide range of solutions that ensure simple, secure, and seamless online order retrievals and returns.

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