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Boosting web sales and customer experience for Banner

Implementing a click and collect service to support sales and customer service

Prior to Covid-19, the company generated a modest 15% of sales via the online channel but with the various lockdowns it was pushed up to 50%. When stores reopened, Banner recognised the need to put in place a successful click and collect (C&C) proposition to replace its existing solution.

Delivering under pressure

The school uniform retailer can see as much as 80% of their yearly sales during June to September, so maximising this crucial sales period is key.

PMC was given the challenge of delivering the new click and collect solution within a six-week timeframe in order to hit the peak trading period.

The quick turnaround of the project was helped by the hybrid model employed by PMC, with teams in the UK and India able to hand over work to ensure round the clock development work.

This approach also helped with project scalability, by providing the option to tap into the necessary engineering capabilities and skill sets across the two locations. 

Enhancing visibility of orders

Lack of customer order visibility was one of the key issues with the existing online ordering process at Banner and its former click & collect solution.

One of the problems solved by the new click and collect solution was the inability to communicate the full details of orders to customers. This was especially problematic for partially filled orders being available for collection in-store.

Customer services were delighted with the new solution and the earlier need for Banner to recruit additional people into the customer services department has been dropped, thereby saving the company a significant amount of money.

I have no doubt that PMC’s understanding of the customer experience has been instrumental in solving our previous issues, including customer communication throughout their C&C journey. The overall solution developed by PMC not only optimises the customer experience, it also enhances the operational experience for store colleagues managing multiple and split deliveries saving significant time.”

Antony Eden - Group Chief Information Officer at Banner Ltd

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