Secure, Simple and Clear Process
Malin Siljebäck is the responsible for the Online Shopping at ICA Maxi Erikslund and her team consists of 18 people that works daily with picking up, transporting, and delivering the ordered groceries to the designated spot for pick up. Malin recounts that customers previously had to go into the store to collect their items, but with Qmatic Click & Collect the customers don’t even need to get out of their cars if they don’t want to.
With ICA’s Online Shopping, customers shop and place their order online and selects the delivery or pick up method together with a time slot for delivery or pick up. The order arrives at the store during the night and all orders are picked early in the morning in the order in which they are to be collected.
Once everything is ready to be collected, the customer receives a text message with a link from Qmatic’s system 30 minutes before the time slot they selected. The customer then arrives to the store, activates the link and enters his/her registration number.
Store personnel receives a notification on their phone that the customer has arrived through Qmatic’s application and through the digital signage inside the store. If the staff are working somewhere else in the store, they are quickly informed through the app to attend the customer that’s waiting.
The staff then walks out to the customer car, put the shopping bags in the car, and all the customer has to do is to sign and drive away. The process is simple and clear, for both customers and staff.
Online shopping places requirements on the physical store as it needs space to store and distribute the pre-packaged deliveries effectively. ICA Maxi Erikslund started with a small existing premise but has expanded as the demand for online shopping has increased so rapidly. The investment in pick-up, along with notification and registration of arrival by cell phone is what is rated most highly by the customers and it is also what has contributed most to our increase in online sales. Today about 80% of online customers select collection via the drive thru, which means that we dispatch around 500 orders per week, Malin Siljebäck reports.