Joann Launches New E-Commerce Services
Crafts and fabrics retailer Joann Stores Inc., which operates 865 U.S. stores, has launched curbside and buy-online, pickup-in-store services with FlyBuy Pickup.
Joann said that as its holiday season started with Halloween, it was important to have the automated and streamlined order-ahead and pickup program in place prior to the holidays. Within days, all Joann 865 stores were successfully launched with FlyBuy, and the program has been well received by both customers and employees.
FlyBuy Pickup, from Washington, D.C.-based Radius Networks, enables Joann to:
● Determine exactly when a customer is coming to pick up their order, with an accurate ETA and updates along the way
● Prioritize order fulfillment based on the arrival of each customer
● Meet the customer with their order the moment they arrive
● Deliver a smooth, safe, personalized and contactless off-premise shopping experience
With 85% of shoppers significantly increasing curbside pickup, compared with pre-COVID, the innovation road map of retailers has drastically accelerated. A sophisticated curbside and in-store pickup solution enables retailers to provide an efficient and safe environment for their employees and shoppers.
Within weeks of going live chain-wide with FlyBuy Pickup, Joann has consistently seen wait times of under a minute, with more than 80% of all customers nationwide waiting less than three minutes for their order. Customer feedback for the FlyBuy program is excellent, with an average customer rating of 4.87/5 stars (across approximately 1,000 ratings/day).
"The Joann team is excited to launch FlyBuy nationwide," said Melissa Cook, director of omnichannel and store process at Hudson, Ohio-based Joann. "We wanted to provide our customers with an easy shopping experience from the moment they place their order to the moment they pick it up at the store. Knowing exactly when the customer will arrive enables us to be incredibly efficient in-store, and deliver to the curb the same personalized shopping experience that our customers are used to."