As part of Reece’s Customer Experience of the Future (CXotF) initiative, Next teamed up with the CXotF crew to pilot and test a brand new product pickup experience within a busy Reece branch.
The insights from this experiment are helping the CXotF team to test the desirability, viability and feasibility of this solution, live in market.
“Lockers are a simple and easy tech-enabled customer experience with 24/7 convenience and quick contactless collection.”
Seana Glover - Next Innovation Analyst
The problem
Tradies want to maximise their time onsite, so ducking out to the nearest Reece branch during opening hours - their work time - isn't ideal.
Current workarounds for these customers often mean Reece staff have to work after hours, or put the products at risk.
Our approach
Next integrated smart lockers into an existing Reece branch, while designing the customer and branch experience, without having to modify tech platforms.
The secure, tech enabled locker system means that customers can order their product within branch hours and opt to pick up from a locker at their convenience.
Next provides ongoing support to the Reece branch team where needed, and continues to have regular check-ins with staff to track progress and gather insight on the pilot.
Outcomes
Round-the-clock convenience
This is a win-win solution, allowing customers to pick-up their orders at a time that works for them without the need for Reece staff to hang around.
Light touch tech
The pilot was able to get up and running quickly without any major tech development. This was achieved through creating smart, effective workflows and working with new locker technology provided by one of our trusted partners.
Understanding what works
Through the data captured by the locker system, Reece can gain insight on customer behaviours and how customers use the locker system.
“Lockers are a simple and easy tech-enabled customer experience with 24/7 convenience and quick contactless collection.”
Seana Glover - Next Innovation Analyst
“Lockers are a simple and easy tech-enabled customer experience with 24/7 convenience and quick contactless collection.”
Seana Glover - Next Innovation Analyst
Outcomes
Round-the-clock convenience
This is a win-win solution, allowing customers to pick-up their orders at a time that works for them without the need for Reece staff to hang around.
Light touch tech
The pilot was able to get up and running quickly without any major tech development. This was achieved through creating smart, effective workflows and working with new locker technology provided by one of our trusted partners.
Understanding what works
Through the data captured by the locker system, Reece can gain insight on customer behaviours and how customers use the locker system.