Deliverect Retail drives 100% online sales growth for One Stop

TL;DR: Key Results Achieved with Deliverect Retail and Quest App

• Sales increased by 100% due to improved inventory accuracy and SKU growth.

• Customer conversion rate rose from 25% to 39% thanks to a range expansion from 500 to 3,000 SKUs.

• Number of orders with missing items reduced from 3.5% to 2.5% due to Quest’s scan/swipe-to-pick feature.

• Orders with amendments dropped from 30% to 20% thanks to live stock feeds.

• End-to-end picking time halved from 6 minutes to 3 minutes due to the use of a unified device.

• Customer cancellations fell from 1% to 0.5% owing to auto-acceptance and up-to-date stock files.

• End-to-end delivery time reduced from 30 minutes to 25 minutes due to picking improvements and the removal of the scanning-out process.

Starting on-demand delivery from scratch proved challenging. Combining the many items offered at different stores and dealing with three separate delivery platforms complicated things. 

“Managing on-demand delivery was complex. For my central online team here at Head Office and our colleagues in-stores. From our perspective, we managed three different online catalogues. Because of the differences of each system, we had variation in product range available and certain offers and bundle deals that could only be offered on certain platforms.” 

1. Inconsistent customer experience

Using three different platforms meant three different customer journeys. Customers would see other offers and products on various platforms without standardising catalogues and availability.

In addition, more control over bundles, time-limited offers, and the range of products was needed, which made it challenging to stay relevant in the competitive on-demand delivery market. This had to be fixed for a brand built on convenience and reliability.

Tim reveals this impact on customers: “The customer experience across platforms was varied, reflected in the customer feedback and net promoter scores we received across each.” 

“We needed an efficient way to manage our online catalogues centrally, so we could deliver a like-for-like customer experience regardless of which app our customers were using,” he adds.

2. Manual processes for staff and unavailable items for customers

The experience wasn’t much better for the staff either. With sales coming through online channels and in-store purchases, keeping track of stock levels was time-consuming and tedious.

“From our colleague’s perspective, we relied on them to manually manage stock levels. They had to scan out all products sold online differently to products sold at the till,” Tim says.

Errors with this tricky process led to orders being placed for items that weren’t available. 

3. No single source of truth for sales numbers

Another consequence of using different platforms that couldn’t share data was that sales figures and other performance metrics came in various formats from different sources. 

“Online sales data was coming in through three separate sources,” Tim reveals, “Making financial reporting and forecasting a real challenge.”

There was no easy way to examine each store's daily performance to gain insights and make critical business decisions.

Quest by Deliverect: A game-changing mobile platform 

One Stop and Deliverect worked hand-by-hand in developing Quest by Deliverect. This brand-new picking device system optimises the picking experience from when a new order is accepted to dispatch. All from one easy-to-use mobile platform.

Quest by Deliverecthelps staff pick and pack online orders 33% faster with an intuitive interface that is easy to learn, allowing in-store teams to get up to speed in minutes. It enhances operational efficiency by organizing orders from multiple third-party delivery platforms based on complexity and real-time pickup estimates. With its scanning function, staff can quickly locate items by scanning barcodes for accuracy, reducing human error and ensuring correct order fulfilment. The smart routing feature directs employees along the most efficient path through the store, eliminating the need to memorize aisles. Additionally, one-tap modifications enable quick adjustments to order quantities or substitutions from any platform, further streamlining the fulfilment process.

Quest has sped up One Stop’s picking time in-store. Staff can carry it while they choose items in category order, scanning as they go. Previously, they would have to go back and forth to a terminal, but Quest allows them to manage everything on the go, making the process much quicker and more efficient.

One Stop initially launched Deliverect Retail in over 800 stores. More recently, they launched the Quest app in over 600 stores, with more to come.