Enhancing Customer Experience and Saving Time for School Uniform Shoppers
Rapid deployment
Solution developed and deployed within six weeks, meeting peak trading demands.
Improved customer visibility
Real-time updates and proactive notifications reduced customer queries.
Operational savings
Eliminated the need for additional customer service hires, resulting in significant cost savings.
Challenge
Improving Customer Experience with Click & Collect
Banner Ltd, a specialist school uniform retailer, faced the challenge of enhancing customer satisfaction during peak Back to School seasons. With a significant portion of their sales concentrated between June and September, Banner recognised the critical need for an efficient click and collect (C&C) service to replace their existing solution and meet evolving customer expectations.
Approach
Agile Delivery of a Critical Solution
PMC was entrusted with the task of developing and implementing a robust C&C solution within a stringent six-week timeline. Understanding the urgency and complexity, PMC leveraged its expertise in customer experience transformation to swiftly design and test a solution tailored to Banner's requirements.
Antony Eden, Chief Information and Digital Officer at Banner Ltd Says: "What PMC presented to us from the start was pretty close to what we ended up going live with."
Solution
Streamlined Click & Collect Experience
PMC's solution not only streamlined the C&C process but also addressed visibility issues that plagued Banner's previous online ordering systems. By providing customers with real-time updates on order status and proactive notifications for collection, Banner minimised customer queries and enhanced operational efficiency.
"The PMC solution optimises the customer experience and enhances operational efficiency, saving significant time for store colleagues." Says Antony Eden
Outcome
Operational Efficiency and Customer Satisfaction
The implementation of PMC's C&C solution immediately boosted web sales and eliminated operational glitches during the critical Back to School period. Customer service improvements were notable, reducing the need for additional hires and saving costs for Banner Ltd.
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 journey. PMC’s solution not only optimises the customer experience, it also enhances it.
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