At Princess, they do not see the online shop as damaging to their physical stores, but rather as a catalyst to get more customers and higher overall revenue. The interaction between online shop and physical stores allows customers to shop wherever they want.
“76% of the customers who visit our physical stores, check our products online beforehand. That’s why it’s crucial for us to be online. After introducing the Book online – Pick up instore concept, where customers buy or book items online and then pick them up in one of our physical stores, our online sales increased by almost 100% the same day. At the same time, sales in our physical stores also increased. This shows us that customers not only want online purchases to be delivered at home but want more delivery options,” says Princess CEO, Kai Gulbrandsen.
Up to 50% of Princess‘s customers who shop online choose Pick up instore delivery. With the Consignor software, Princess can not only offer their customers more delivery options, but also improve information to customers about their online purchases. Princess uses Consignor at their central warehouse in Ski in Norway to automatically print freight labels and book transport of parcels and pallets into their stores and deliver directly to customers.
Consignor improves delivery from warehouse and physical stores
It is not only at the warehouse that Princess streamlines their delivery with Consignor. In all physical stores, they have installed the cloud-based Consignor Ticket where the clerk can order goods from the central warehouse to the store or customer, if the customer wants goods that are not currently in the store or if the customer wants the goods delivered at home, so that they don’t have to carry the goods home from the store themselves.
The stores also use the free scanning solution from Consignor – Scan App, which is downloaded to the store’s smartphone enabling the clerk to scan when customers’ items have arrived at the store and automatically send a notification by sms or email to the customer that their parcel is ready for pickup. Scan App is also used proactively at the warehouse in Ski to scan parcels and notify the customer that their parcel has been received at the warehouse and will be sent to the store or customer’s home address depending on the chosen delivery method.
“With Consignor, Princess digitizes their delivery process from warehouse to customer and from warehouse to store to customer. That way, they can send parcels faster, get a better overview of pick-up orders and more easily notify customers about their parcels,” says Consignor’s Norwegian Country Manager, Henning Backe, who has assisted in adapting Consignor to Princess’s wants and needs.
According to Kai Guldbrandsen, Consignor simply makes Princess’s delivery more professional, transparent and competitive.
“Customers want information about their online orders all the way from warehouse to end delivery, and we automatically provide this with Consignor and Scan App. This is much more professional and efficient than before, when we called from the store to tell customers that their parcels were ready for pickup. Today competition is not just about product range and prices but also about logistics. With Consignor, we can compete on delivery options, track & trace and parcel transport,” Kai Gulbrandsen concludes.
"Customers want information about their online orders all the way from warehouse to end delivery, and we automatically provide this with Consignor and Scan App. Today competition is not just about product range and prices but also about logistics. With Consignor, we can compete on delivery options, track & trace and parcel transport. "
Kai Gulbrandsen, CEO at Princess