use case / debenhams

Driving footfall & in-store spend for Debenhams via Click & Collect

Doddle’s leading tech allows us to offer a seamless click & collect service. The partnership has driven six figure parcel volumes within the first few months.

Ross Clemmow, Managing Director, Debenhams

Innovative collaborations between online and traditional retailers present opportunities to improve the customer experience and build loyalty at both ends of the retail spectrum.

Doddle connects online and physical retail environments through its proprietary click & collect technology. Helping online retailers offer their customers convenient delivery options and turning physical retail networks into Doddle “hosts” to drive footfall & spend.

Background

In April 2017, Debenhams approached Doddle to understand whether Doddle’s service could be deployed within their department stores as a means of driving new customers into its store network.

Following a successful trial period, Doddle’s click & collect offering is now available in nearly all Debenhams locations, driving new customers into Debenhams, daily. Debenhams’ brief to Doddle demanded a service that offered:

Quick customer transactions

No additional staffing requirements

Intuitive processes for staff; quick and simple training

Opportunities to market & promote to Doddle customers visiting Debenhams stores

Implementation

How we obtained new customers for Debenhams

Doddle devised a solution for Debenhams that would allow it to attract new footfall into its store without any significant impact on existing store operations.

Staff complete quick digital training programmes to enable them to complete four simple tasks – collections, returns, book in and book out

The solution has been optimised for millions of parcels to make it as simple and quick as possible for staff

The Doddle app has now been deployed in nearly all Debenhams stores

Results

In evaluating the success of the solution, Debenhams reviewed transaction data from the promotions targeted to Doddle customers. The results were overwhelmingly positive:

150,000

customers chose a Debenhams store as a PUDO location

30%

of customers made additional purchases in-store with an average value of £25

40%

transactions were made by customers new to Debenhams

Trusted by the best logistics providers in the world

The Doddle difference

Global expertise

We work with the biggest carriers and retailers in the world.

Speed to market

Our returns portal can be deployed in less than 2 weeks.

Low-risk model

Based on a per parcel fee structure.

Flexible digital experience

Fully customisable merchant portals to stand out in the market.

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