Woolworths Australia chooses Localz Click & Collect

Woolworths reduces collection times by 50% using Localz Click & Collect

About

Woolworths Australia halved service times using geo-fences with Localz Click & Collect solution to streamline the collection process.

Challenges addressed by Localz Click & Collect

Localz worked with Woolworths Australia to implement Localz Click & Collect, to address the following challenges with the Woolworths click and collect service:

  • increase in-stores sales
  • improve the customer experience through multiple channels
  • cut waiting times for collection of orders
  • increase operational efficiency
  • deliver relevant messages and offers.

Localz Click & Collect solution for Woolworths

Localz Click & Collect solution used location technology to streamline the process.

  • A geo-fence was created around each click and collect store.
  • Upon arriving at the store, customers with orders received an automatic notification to their mobile, asking if they would like to collect the order.
  • Once the customer clicked  ‘yes’, staff were notified to locate and deliver the order to the collection desk.
  • While the order was being prepared, the customer was guided to the collection desk via their device.
  • When the customer arrives at the collection desk, the order was waiting for them.

This solution is now being rolled out to over 200 stores across Australia.

Benefits

The Localz Click & Collect solution provided the following benefits to Woolworths Australia:

  • reduced average collection times by 50%,  from 15 to 7.6 mins
  • minimum collection time of 15 seconds
  • minimum staff acknowledgement time of 42 seconds.
  • team member and customer satisfaction doubled on average

Woolworths says

“This is much more professional and matching the in-store experience with that experience online. It’s all about winning from a customer point of view – the store process is the same. But it’s about reducing service times for the customer.”

Elise Barber, Woolworths, Online Head of Business Development

About Woolworths

Woolworths

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