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London Drugs: Managing Customer Experiences in an Omnichannel World

London Drugs is one of British Columbia’s most trusted brands, currently successfully expanded across Western Canada, with 100+ stores.

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INDUSTRY

 

  • Retail

TECHNOLOGY

  • Kibo
  • Salesforce
  • Corporate Courier
  • Canada Post

One of the things that makes London Drugs unique is that, in addition to typical drugstore products, they also are one of Canada’s largest retailers of computers and one of the country’s largest retailers of big-screen TVs.

 

THE CHALLENGE

 

Customers expect the digital experience of a retailer to be seamlessly linked with what they discover when they visit a physical location. When you have a complicated logistic system with numerous locations, orders filled from several sites, and split shipments for each order it becomes a real headache for operational teams.

 

Even though this was a big challenge for them, London Drugs also uses a fleet of over 800 drivers and bicycle couriers for same-day delivery without a solution to track orders based on a simple tracking number.

 

They were dealing with a huge number of everyday orders and when it came to managing them in real-time each store location was juggling lots of data—from updated product availability to accurate shipment times—all essential for the end customer. 

 

They needed an agile approach to order management, both on the back and front of the house. So, they re-platformed from their legacy system to Salesforce Commerce for the frontend customer experience and Kibo for their Order Management. 

 

While this solution worked well from a logistics perspective, London Drugs was not able to pull back into SFCC all the order changes and updates from Kibo to present it to the customer, even more, to notify the customer about the status of their order.

THE SOLUTION

 

WeSupply helps London Drugs close the loop to deliver the optimal customer journey.

 

Doing the right thing for their customers was top of mind when London Drugs when implemented WeSupply’s tracking solution. The company expected long-term payoffs from integrating WeSupply service, but there was another unexpected benefit: 

Full visibility of the omnichannel, taking order fulfillment and last mile down to the granular level made a significant difference in the overall cost to ship, track, and deliver products at the last mile.

By implementing WeSupply London Drugs was able to:

  • To connect the dots of many systems: Kibo, Salesforce, Corporate Courier, and Canada Post
  • To help customers stay updated throughout the post-purchase journey
  • To Improve the omnichannel shopping experience 
  • To create a seamless pickup experience
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Connecting The Dots of Many Systems

 

WeSupply managed to develop a custom integration for London Drugs’ that connected an omnichannel strategy that has many facets, all of which combine to produce an almost irresistible blend of digital and physical (quite literally) experiences for their customers.

 

Helping Customers Stay Updated    

 

When you need to leverage every delivery method under the sun – your eCommerce solution needs to play well with your shipping and fulfillment systems in order to get your customer notified in real-time.

 

By Working with Kibo and SalesForce, WeSupply helps London Drugs improve the buyer’s experiences across all touchpoints by providing a branded tracking interface and proactive SMS and email alerts from the time a customer presses ‘buy’ until the package is delivered.

 

Creating seamless pickup and curbside experiences

 

Via WeSupply, London Drugs customers can choose to buy items online and pick them up at a store. London Drugs also sends notifications to customers when their online orders are ready for pickup at a store.

 

The customer is immediately informed when the order is ready to be picked up. Pickup instructions will include a location and directions. The guest service will just need the client to show up with a one-time PIN code for retrieval.

Using the WeSupply store locator, JML provides information on all shops that will accept the return. It eliminates any uncertainty, minimizes extra journeys, and lowers customer care phone calls.

THE BOTTOM LINE 

 

By Implementing WeSuuply we now can create these convenient, seamless virtual experiences, it benefits our customers, and it really drives toward that idea of really supporting our customers”—Angela V.

 

The London Drugs omnichannel strategy is far and away the best in the biz. The London Drugs customer experience is practically endless, through WeSuply they maintain a consistent daily engagement with the customers, they have a self-service order look-up and an easy-to-manage curbside orders system for store managers. 

See WeSupply in Action

 

Want to learn more about our in-store solution and how it can help you overcome the most challenging returns situations?

 

Watch our demo here to see our platform in action and decide if we’re a good match for your online or omnichannel retail business!

Learn how order management
work in WeSupply!

Our shipping and logistics experts will guide you through the product and analyze how WeSupply best fits your eCommerce needs.​

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