🛍️ At Decathlon, we’re always thinking about improving the customer experience. Our customers love our stores, and even when they order online, their preferred place to collect their purchases is our Click & Collect points in our Decathlon stores.

However, sometimes this resulted in long queues at these collection points, which could be frustrating for our customers. We don’t like it when our customers get frustrated, and we want the process of collecting their items to be quick and convenient.

That’s why in Decathlon Czech Republic, we decided to develop a queue management system. Collecting Click & Collect orders has become faster and more practical for both our customers and our teammates in-store.

How it looks now:

1. The customer scans the order’s QR code received by email or manually enters the order number.

1. Information about the arriving customer and his order number is transferred to the store’s staff application.
2. Within 3-5 minutes, the order is ready for pickup, and this information is displayed on in-store monitors for the customers.

From the staff’s perspective, this is a time-saver too. Instead of waiting around at the collection point, they receive a signal when a customer arrives. And if no online shoppers are waiting, they can assist other customers in the store.

I’m excited about this project, and you can learn more about it on the IT leader’s page: Jan Hejma