Soletrader approached multi-channel inventory and order management specialist MNP to provide a click & collect portal onto their existing MNP order management system to help evolve the end customer experience and leverage global inventory. The portal enables Soletrader to utilise in-store inventory for click and collect orders, negating the need to draw from warehouse stock. This process results in quicker collection time for customers, whilst attributing the store with the revenue from those sales. It also helps Soletrader store employees to become more omnichannel orientated with responsibility for the store inventory allocation, order fulfilment and managing the entire click & collect process directly for the customer. A further big win is that Soletrader are able to process returns/refunds for all online orders in store, including orders placed on web, Amazon, eBay or paid via PayPal. This reduces Soletrader’s returns costs and increases footfall to stores with the opportunity of a further sale; the customer gets a refund more quickly and enjoys a greater end customer experience.
To facilitate the click & collect process, the store executive orchestrates stock transfers from each other, using the real time store and warehouse stock levels, and work flows that the portal displays. In addition, the portal allows Soletrader to exclude items not suitable for click & collect or Shutl orders. This means any item that is not in a perfect condition does not get sent out as an order to another store for a customer.
Will Foster, Ecommerce Manager for Soletrader adds: “Our record for order placement to in-store customer collection is 7 minutes, which is shorter than most Meatloaf songs (ask your Dad). With over 50 high street stores, the need to be global in all our processes is vital and our MNP- built portal keeps us at the forefront of omnichannel thinking, while offering us a firm foundation to add innovations easily. We’re also empowering store managers to join us on this journey, removing any vestiges of ‘store versus online’ culture. The customer doesn’t care about the difference, so neither can we.”