Dunelm deploys curbside delivery
Homewares retailer Dunelm is deploying curbside and deliver-to-car functionality across its 170 UK superstores
The solution, from experiential relationship management (XRM) company JRNI, enables contactless click and collect services and improves both staff and customer safety, while heightening customer experience.
Dunelm selected JRNI’s curbside pickup feature to power Deliver to Car, along with capacity management, a digital counter to manage in-store occupancy. All services are features of JRNI Appointments which allows companies to schedule and manage one-to-one experiences to increase revenue and build stronger customer relationships.
Customers pull up in the car park and click a link directly from a store email or text, which they have already received, advising them their order is ready to collect. They are asked to input a few details such as car registration, make and model, which in turn notifies someone from the store who collects the pre-prepared item and delivers it to just outside of the car to keep everyone safe.
From a customer perspective, this experience is much quicker and easier than phoning the store.
Dunelm has also trialled JRNI Virtual Queuing through which shoppers can join a queue via phone or a QR code to be notified when there’s room in the store, with lockdown, however, it’s been a lesser priority.
Grace Henry, in-store service project manager, Dunelm, said: “As a consequence of COVID-19 we wanted a process which would be quick, safe and simple for our customers and colleagues. We knew we could rely on JRNI for rapid deployment and superb support as we already use JRNI Appointments to power our Made to Measure initiative for bespoke curtains, blinds and shutters.”