Bunnings will officially launch the click and collect in Victoria with a pop-up ‘virtual store’ in Melbourne’s Federation Square and free snags for visitors from 7am to 6pm.
Following its rollout of the service in Tasmania earlier this year, the hardware chain has been rolling out click and collect in stores across Victoria over the past week. By the end of 2019, Bunnings plans to having a national click-and-collect offer and to expand the service to New Zealand.
Mike Schneider, Bunnings’ managing director, told Inside Retail “We had a really great response from our Tasmanian customers and while it’s still very early days for Victoria, we’ve already had a number of orders come through. It’s all about offering customers even more choice and convenience and making sure we are giving customers the ability to shop wherever they want and whenever they want.”
In February 2018, Bunnings launched a “special order” range online. Today, it offers most of its products online, and has introduced a number of new features to improve its website.
Schneider said “Live chat is one element in the evolution of our offer and we have had it in play for some time. It has enabled us to provide greater customer assistance online and we will continue to test and learn with this technology. We also recently introduced ratings and product reviews online to support our click and collect offer, along with new payment method choices including PayPal and ZipPay.”
Bunnings is staging a progressive rollout of click and collect, much like Ikea did when it started selling online in Australia.
Schneider said For us it’s not just about selling more products, it’s about making our back-end systems more efficient and integrating emerging and new technologies to reduce cost and reinvest in the customer experience.”
Schneider and several executives will fly to a study tour to Israel, where they will examine technology solutions in areas such as cyber security, online fraud detection, data analytics, robotics and artificial intelligence.
Source: Inside Retail
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