Traditionally, customers have not been considered part of the labor pool, but as new forms of delivery escalate, such as buy online, pick up in store (BOPIS); curbside pickup; and locker pickup, customers can be seen to be handling the “last mile.” Communications between customers and in-store associates often rely on phone calls (curbside) or long lines (in-store click and collect).
Goals and Objectives
The goal of this use case is to ensure that efficient digital communications platforms are in place to handle interactions between the customer and the store (or other fulfillment location) when the customer is in transit and on arrival.
Mobile devices, cloud, IoT, and integration to order management systems (OMS) and store systems (POS, workforce management)
Use Case Summary
Through digital communications between the customer and the store, omni-channel distribution becomes a more seamless and more satisfying customer experience by providing a hassle-free way for customers to communicate their arrival and location information. This eliminates inefficient communications and also helps reduce customer (and associate) wait times.