With technologies such as Click & Collect, Click & Reserve or self-checkout, retailers can develop new groups of buyers and lure customers back to the branch: According to a study by the Capgemini Research Institute*, 45 percent of German consumers would return their online purchases to the store Businesses shift when they integrate automation technologies.
More than half of the buyers who have already become familiar with such technologies would even switch from a retailer to a competitor if the latter upgraded its stationary branches with automation. In addition to avoiding queues, customers expect products to be found more quickly and their personal sustainability concerns to be taken into account.
The results of the study show that there is an opportunity for retailers to recapture some of the sales they once lost to their online rivals. This is not about “digital detox”, but about the intelligent linking of stationary branches and online channels. “Retailers who think future-oriented and also offer their customers the features of e-commerce offline gain a convincing competitive advantage. The results are the seamless customer journey and more profit for the retailer, higher sales figures, stronger customer loyalty and a higher recommendation rate," says Vanjo Wandscher, CEO of ROQQIO.
ROQQIO has made it its mission to save retail with the help of automation technologies and new, digital concepts. With the focus on the customer experience, the omnichannel software provider develops solutions that eliminate all boundaries between stationary trade and e-commerce. The ROQQIO Instore App brings retailers further in the direction of a seamless shopping experience with functions such as Click & Reserve. The customer has the option of having goods reserved online – for example a jacket – delivered to a specific branch and trying them on there. Store associates also have instant access to information such as item number and designation, retail prices, available sizes and colors, and item images. Returns from online purchases are also easily accepted at the stationary point of sale.
*The Capgemini Research Institute surveyed over 5,000 consumers and 500 retail executives in North America, Europe and Asia for the study “Smart Stores – Rebooting the retail store through in-store automation” from October to November 2019.
ROQQIO offers software solutions and concepts for the implementation of the customer journey in omnichannel retail. The portfolio includes systems for merchandise control, POS and the enterprise SaaS application ROQQIO Commerce Cloud. This manages different sales channels and controls complex backend processes, including order management, payment and logistics. The combination of these stationary and online technologies enables a seamless omnichannel experience. Processes such as Click & Collect or the exchange of goods bought online in the branch work smoothly. More than 1,500 companies already trust in the services and solutions of the commerce experts from ROQQIO.