At a Glance
The retailer realized a tremendous increase in orders on their online shopping platform during the Covid-19 lockdown. Prior to the lockdown, they were fulfilling online orders within 10-12 days, with the increased demand and the expectation of shorter delivery times, they needed to increase the capacity of their pickers. However, the uncertainty of the pandemic meant they needed a solution that could be scaled up and down as needed while providing support in stores nationally, based on short-term needs.
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41%increase in order sizes
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48hrdelivery time down from 12 days
The Challenge
The retailer needed a centralized system to manage its eCommerce operations compared to the decentralized system currently used by each of its stores. They were looking for a solution that could provide visibility on reps supporting each store, so that the eCommerce team would not have to reach out to each rep individually to monitor performance.
The Results
Pick and Pack Orders
Reps pick and pack online, app, or call-in orders using one platform, allowing them to average 19 orders per 8-hour shift.
Flexible, scalable staffing
They are able increase or decrease staff based on day of week, order volume, or any other factor, with minimal lead time.
Granular, transparent reporting
Daily, store-level reports, including time worked per person, orders fulfilled and more, are available on to all stakeholders on custom dashboards.
The Bottom Line
Trax Flexforce gives retailers a way to get products to customers without having to hire full time staff and provides a centralized platform eCommerce order management.
By using Trax Flexforce, the retailer was able to report on the exact number of hours that were spent on fulfilling online orders and if reps had the capacity to pick orders and perform other tasks on the sales floor.
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Larger orders after offering delivery/ pickup options
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Faster fulfillment to meet the surge in demand
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Efficient picking and packing process