Craft retailer JOANN has launched location-based curbside and in-store pickup nationwide at all of its 865 stores.
The retailer partnered with Radius Networks to launch their curbside and buy-online-pickup-in-store (BOPIS) solution FlyBuy, getting this automated and streamlined order-ahead and pickup program in place prior to the holidays. The solution was launched within “days,” according to the retailer and enables JOANN to determine exactly when a customer is coming to pick up their order with an accurate ETA and updates along the way. This allows the retailer to prioritize order fulfillment based on the arrival of each customer, as well as meet the customer with their order the moment they arrive.
Within weeks of going live chain-wide with FlyBuy Pickup, JOANN has consistently seen wait times under a minute, with over 80% of all customers nationwide waiting less than three minutes for their order. Customer feedback for the FlyBuy program is excellent, with an average customer rating of 4.87/5 stars (across ~1,000 ratings/day).
"The JOANN team is excited to launch FlyBuy nationwide," says Melissa Cook, director of Omni Channel & Store Process at JOANN. "We wanted to provide our customers with an easy shopping experience, from the moment they place their order, to the moment they pick it up at the store. Knowing exactly when the customer will arrive enables us to be incredibly efficient in-store, and deliver to the curb the same personalized shopping experience that our customers are used to."
The new retail technology is helping JOANN deliver a personalized and contactless off-premise shopping experience.
"It is predicted that we will see a 90% increase in digital sales over the previous holiday season," says Radius Networks EVP of Global Partnerships, Jeff Baskin. "Now, more than ever, it's essential for retailers to get an efficient location-based pickup solution in place to maximize profits. When you can provide a frictionless customer experience with little-to-no wait time, customers will return. With the onset of the pandemic, customers are now conditioned to order ahead and pick up at the store. These habits will continue through this holiday season, and beyond. The innovative team at JOANN has been incredible to work with and has acted fast to put in place a complete omnichannel solution."