Food delivery giant, DoorDash, has signed a major deal this week with Australian tech company, Social Q, that will allow any sized retailer the ability to offer express delivery once the item is picked and packed ready for collection. Even small retailers that sign up to use SocialQ can now compete against the likes of Amazon and Instacart with speedy deliveries. SocialQ honed its tech during the pandemic to become one of the world’s leading click-and-collect plugins – facilitating over seven million bookings in the past 18 months alone.
Even Victorian Premier, Daniel Andrews, praised the company’s technology, labelling it 'world’s best practice’! The company’s technology has powered retailers such as Kmart, The Warehouse (NZ) & Target. It manages in-store and curb-side BOPIS (click and collect), while also allowing businesses to take appointments and virtual queuing. The company’s technology is proven to improve the turnaround at pickup and help store teams become 300% more efficient, all while making sure customers collect their orders in a timely manner.
SocialQ’s DoorDash association will enhance the company’s technology by seamlessly plugging into a retailer’s existing website. No third-party apps, no dev code, and no impacting a retailer’s current road map. SocialQ uses QR technology, inventory, and stock in transit to provide a simple, entry-level integration for a seamless customer experience.
Prior to SocialQ’s technology becoming available, a retailer could take three months of development to do what the company’s tech can now achieve in less than two days.
“Our speed to market reinvents DoorDash’s delivery offering,” said SocialQ founder, Dean Cherny. “There’s nothing like this in Australia, or frankly, the world. And we're excited that DoorDash is now a part of it. So now when you order from a retailer, you can have now DoorDash express deliver your shopping.”
Click and collect has grown substantially in recent years with the pandemic necessity now becoming the norm with no slowdown. In 2020, click-and-collect sales doubled in the US, reaching sales of $72.5 billion. It is predicted sales will rise to $100 billion in 2022. SocialQ’s click-and-delivery innovation will be complimented with click-and-returns, so people do not have to leave the comfort of their home and travel to the post office if they’re retail purchases are not perfect.
Even with the rise in click-and-collect global sales, there has been little competition for the Australian-owned designed SocialQ. In America, 83 of the top 100 retailers don’t have a digitalised click-and-collect system.
SocialQ first boomed with its Kmart partnership during Victoria’s 11-week 2020 lockdown. The company’s technology turned the company’s fortunes around after the retailer’s previous system saw thousands of customer complaints, system chaos and service breakdowns. SocialQ turned Kmart’s click-and-collect into a highly regarded best-practice business solution. The technology was so highly regarded that Victorian Premier, Daniel Andrews, applauded Kmart as the ‘world’s best practice when it came to click-and-collect and virtual queuing’.
“Like most businesses, the COVID-19 pandemic brought store closures and physical distancing challenges to how Kmart operated,” said Steve Stone, Kmart National Store Support Manager. “As we looked for ways to deal with these, we came across SocialQ and their virtual queuing platform that had just been launched and began to explore how it could enhance Kmart’s in-store experience. As we learnt more about the wider possibilities of SocialQ, we ended up using the solution to streamline our click-and-collect booking process and made things incredibly easy for our store teams. Even as snap lockdowns came and went, we were able to remain trading, using the SocialQ platform to coordinate curb-side and contactless click & collect.”
MORE INFO: https://socialq.net/
NRF: Booth 8040, Innovation Lab
CONTACT: Dean Cherny I +61411 172 242 I email@example.com
KMART AUSTRALIA CLICK AND COLLECT CASE STUDY
Unlike elsewhere in Australia, Melbourne and the State of Victoria endured a gruelling 11-week lockdown in 2020. At this time, Kmart doubled down on curb-side click & collect so they could service customer needs.
When a customer made a click & collect purchase, they were sent a text message when the goods were ready for collection. In that message, they were told to call the store on arrival and someone would bring out their goods.
The Victorian 'dark stores' were averaging 400 click & collect orders a store per day. Kmart quickly realised that the current processes & systems could not meet the customer demands.
The phones were continually engaged which frustrated their customer & the Kmart teams could not keep up with the volume of collections as they never knew when customers were coming in. The carparks were bedlam, and the Kmart team were continually having to run back and forth to collect, locate and then deliver the orders.
The process was inefficient and not sustainable.
Kmart engaged SocialQ to help them build a completely contactless click & collect process that wouldn’t require any apps to be downloaded.
Kmart included a 'Book In Your Collection' link in the text message they were sent when goods were ready for collection. This link allowed customers to select a date & time to collect their goods
Collection times were broken into 10-minute slots and capped at 10 bookings per slot.
By including a 40-min 'booking block out’, SocialQ was able to give the Kmart teams time to collect the goods for the forthcoming bookings and bring them to the collection point, ready to be collected when the customers arrived.
Customers received a reminder message the morning their goods were to be collected.
On arrival, they clicked the 'I’ve Arrived’ and then added the Parking Bay they were parked in. This sent a message to the Kmart team who would then bring the goods to the car, verify the booking and then put the goods in the boot.
Once SocialQ was rolled out, Kmart doubled the number of click & collect bookings they could process.
Customer complaints in regard to click & collect essentially dropped to zero and the satisfaction of the Kmart team managing this process increased as they now had a process that worked.
Daniel Andrews, the Premier of Victoria said that Kmart was operating world’s best practice when it came to their click & collect & virtual queuing.