Established in 1961, Harvey Norman is one of Australia’s most iconic retailers through its range of electrical, computer, furniture and entertainment goods. Only launching its eCommerce presence in 2011, the retailing giant has what Chief Digital Officer, Gary Wheelhouse has termed, the “late mover advantage” – a digitally enabled omni-channel strategy is key to their success in a rapidly evolving market.
With over 180 stores nation-wide, numerous departments each owned and run by different proprietors presented a challenge for standardising the ship-from-store process. Shippit helped the retailing giant streamline the process of shipping orders purchased online from their network of stores.
The retailer was looking to optimise its shipping approach by converting stores into frictionless fulfillment centres for online orders. With multiple legacy systems and relationships in place and each handling different freight profiles, each online order had to be manually booked via carrier portals.
- Manual Data Entry
With thousands of deliveries being despatched from stores every week, spending over 2 minutes fulfilling every order created a major burden for back of store staff.
- Multi-Carrier Delivery Bookings
Having to book online orders and stock transfers across different carriers, each department and store combination had different processes and courier relationships, creating major inefficiencies.
- Inconsistent Experience for Customers
Booking deliveries with different carriers meant inconsistent status updates and a confusing delivery experience for end customers and staff. It also made chasing couriers especially hard for staff.
- Complex business model. Multiple franchisees in each store.
With multiple franchisees owning and operating different departments within a single superstore, there was a need to standardise fulfilment processes across the store network.
Harvey Norman exclusively uses Shippit to make shipping from stores as frictionless as possible. Having one centralised platform means that Harvey Norman, for the first time, can now offer more delivery options to customers such as Same Day delivery and a truly uniform delivery experience regardless of the carrier selected.
- Automated Delivery Booking & Labeling
Standard orders can now be despatched in just two mouse clicks whilst more urgent same day orders are automatically booked and labeled thanks to the Shippit automated fulfillment engine.
- Enabled National Same Day Delivery
Customers now have the choice of a standard or scheduled same day delivery, improving sales throughput at a store-level. Harvey Norman now taps into Shippit’s lightning-fast delivery quoting system at the checkout to return instant quotes and delivery service availabilities in milliseconds.
- Greater Transparency During Delivery
Customers can now track their delivery every step of the way with live status updates and smart notifications powered by Shippit across carriers. For the same day service, Harvey Norman customers can now track their purchases just like a Domino’s Pizza with live GPS tracking.
- Frictionless Delivery Management for Head Office, Stores and Proprietors
Different users meant providing different access privileges. Whether at a Head Office level or down at the store level, the user will have visibility and the ability to book deliveries based on their unique access rights, providing greater control and transparency across the business for the first time.