Revolutionising Customer Experience: How BigR Optimised Its Customer Experience with RANDEMRETAIL’s Same Day Delivery
Established in 1962, BigR is a successful family-owned retail enterprise that has continuously dominated the farm, ranch, and home retail sectors across its market footprint. Offering an extensive array of products spanning apparel, footwear, hardware, and garden supplies, BigR operates 35 stores catering to diverse customer needs in Southern Colorado and 4 other states such as New Mexico, Texas, and Kansas, Oklahoma.
⯈ The Challenge
Despite its extensive retail network, BigR faced challenges in keeping up with online orders and seamless fulfilment while maintaining excellent customer service and the company sought to enhance customer service efficiency. This meant:
- Streamlining product processing and delivery for online orders
- Increased visibility on available inventory
- Optimising fulfilment operations
- Increase labor productivity from their stores
- Enable their e-commerce powered by BigCommerce to showcase Multi-level inventory availability across their entire store network using the RANDEMRETAIL OMS (Order Management System) for BigCommerce.
⯈ The Process
RANDEMRETAIL has become the game-changer for BigR.
We revolutionised BigR’s operations with a phased rollout of our product suites. Starting with Pick-Up-In-Store and Ship From Store options, we quickly moved to Same-Day Delivery via Uber. This shift to barcode-enabled fulfilment has markedly boosted efficiency.
Integration with Eagle Cor ERP was meticulously managed via our partners at https://www.imdigital.com/, ensuring real-time inventory sync across BigR’s outlets. Notably, BigR pioneered the use of RANDEMRETAIL’s Google Local Inventory Ads Feed. This innovative tool integrates inventory details and shipping methods, and stores data seamlessly with Google Feeds, enhancing BigR's online visibility and customer google search experience.
⯈ Results
- In 2023, BigR’s Sales Count increased by more than 17%
- A massive increase is seen in Ship from Store orders providing customers with added shopping convenience, resulting in an additional 40% of SFS orders from 2022 to 2023.
- The year 2023 concluded with a remarkable sales revenue, marking a substantial increase of more than 30% compared to the previous year 2022. This translates to a significant rise in sales revenue solely from Pickup in Store and Ship from Store orders.
- In addition to the convenience offered by Ship from Store orders, Same Day Delivery (SDD) has gained popularity. SDD orders have increased by about 70% and 86% increase in revenue in 2023 compared to 2022.