Wickes - Case study
As a leading DIY retailer, Wickes puts its customers at the heart of its business. It understands it must provide services that meet their intricate needs through every step of its experience. Spotting a gap in the market, Wickes pledged to become the first retailer in its sector to offer customers a 1 hour delivery timeslot of their choice, whether that’s the same day, next day or next week, available seven days a week online and in store.
Today’s retail industry faces a backdrop of economic and social disruption. In the face of headlines around uncertainty, Brexit and a squeeze on living costs, consumer confidence and spending are waning.
UK retail sales are in decline. In response, retailers must do all they can to remain competitive and improve customer loyalty. Delivery convenience has become the ultimate differentiator.
In August 2016, Wickes and On the dot launched Wickes Hourly. By integrating On the dot’s timeslot API into their existing platform.
Wickes chose On the dot for its knowledge, experience and delivery evolution: a partner who was not only a cost-effective solution, but an ideal cultural fit and a provider with ample future potential.
By partnering with On the dot, Wickes’ customers are given access to a range of products exactly when and where they need them, making DIY shopping easier than ever. Catering to both localised and long-distance orders, Wickes Hourly deliveries are completed over distances of less than a mile, or up to 15 miles from any of Wickes’ 220 stores around the country.
Since partnering with On the dot, Wickes Hourly has undertaken more than 15,000 deliveries. For customers using Wickes Hourly, of those ordering at a time when the option is available 40% are opting for same day delivery.
The partnership between Wickes and On the dot has also led to an additional and bespoke service of AM/PM allocation delivery. This is an extension of the existing offer for larger, bulkier items, where a 2-man delivery may be necessary and delivery drop-offs can be made to a certain place within the customer’s home or workplace. Wickes customers are currently placing more than 26,000 orders per month using this delivery service.
Wickes has been able to extend their customer reach and provide an enhanced delivery offering to better meet the needs of every customer. Customers requiring urgent deliveries are now able to choose same day or next day services, helping them to instantly carry out jobs and home improvements.
“With Hourly, Wickes customers have a seamless journey from online experience through to hyper convenient delivery, a process which has already seen Wickes increase customer loyalty and satisfaction.”