Dunelm launches direct to car Click & Collect

Homeware retailer Dunelm has deployed deliver-to-car functionality at its 170 UK stores to enable “contactless” Click & Collect during the non-essential stores lockdown.

The retailer is using software from “experiential relationship management” (XRM) company JRNI to enable the solution.

Grace Henry, in-store service project manager at Dunelm, said: “We ran an extensive trial and JRNI had the most affordable and complete solution. Colleagues have found it easy to manage and customers have found it easy to use.”

Customers pull up in the store car park and click a link directly from a store email or text, which they have already received advising them their order is ready to collect.

They are asked to input a few details, such as car registration, make and model, which in turn notifies someone from the store who collects the pre-prepared item and delivers it outside the car.

Dunelm has also trialled JRNI Virtual Queuing which allows shoppers to join a queue via phone or a QR code to be notified when there’s room in the store - when there isn't a stores lockdown.

Dunelm had already used JRNI Appointments to power its Made to Measure offering for the ordering of bespoke curtains, blinds and shutters.

John Lewis suspended all UK Click & Collect transactions earlier this month, and the Scottish government has temporarily banned all Click & Collect business other than for items deemed “essential”.

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