Arcadia Group partnered with Red Ant to roll out online ordering in-store across seven of its brands

Rolled out to 1,400 stores and responsible for up to 3% of total in-store revenue
Fully transactional checkout, full stock visibility, ability to click and collect from other stores
Allows sales staff to order items that are not in-store and pay via wireless Bluetooth chip & PIN device
Fully integrated for real-time product information, gift card transactions and promotions

Red Ant's assisted sales app enabled online ordering in-store across the Arcadia Group

Using our assisted sales app, we customised the business logic and integrations to deliver across seven of the Arcadia Group’s brands - Topshop, Topman, Miss Selfridge, Evans, Burton, Dorothy Perkins and Wallis.

What Arcadia wanted to achieve

Using feedback from both sales associates and shoppers, Arcadia recognised that its customers wanted to be able to access the benefits of online shopping in-store (stock checking, ordering, finding items in other stores, the ability to pay using stored card details etc). They wanted an easy-to-use assisted sales app for online ordering in-store.

What we delivered

Our assisted sales app connects online with offline to bring all the benefits of the website to the physical store, improving in-store sales, efficiencies and customer service:

  • Fully transactional checkout, full stock visibility, and the ability to click and collect from other stores
  • Allows sales associates to order items that are not available in-store for customers for fulfilment from ecommerce
  • Empowers sales associates to do their jobs to the best of their ability with minimal training and disruption to business as usual
  • Makes a measurable contribution to sales revenue
  • Fast speed to market, giving associates an intuitive, easy-to-use experience that minimises training

Integrated with existing infrastructure

  • Fully integrated for real-time product information, gift card transactions and promotions
  • Integrated with wireless Bluetooth Chip & PIN device to process transactions for total sales flexibility
  • Sales associates have the ability to cross-sell, upsell and make recommendations relevant to customers' previous orders, wishlists etc as well as highlight cross-channel promotions and offers

Enhanced in-store experience

  • Customers have the freedom to review and find stock online and in other stores, place an order and choose their preferred method of delivery – to their home or via click and collect, for example
  • At busy times of the year, sales associates equipped with the means to find stock, take orders and process payments while on the shop floor can help to reduce queues and maintain sales and service levels

Results

Following a successful pilot to gather user feedback, online ordering in-store via the assisted sales app has proved to be a great success:

  • Full launch to 1,400 stores
  • Responsible for generating up to 3% of total store revenue
  • Enthusiastic reception from sales associates
  • Positive feedback from customers

"Arcadia Group is always looking for exciting ways to develop our business and encourage new ideas and innovation. So much of what we do is about ensuring that our customers are satisfied and improving their shopping experience – whether in-store or online. With online ordering in-store, working with Red Ant has helped us give our sales associates the tools they need to provide a more efficient, connected experience that shoppers are looking for. We are excited about how their technology will help us to develop further innovations and better ways to engage with our customers."

Simon Pritchard, Group Digital Director at Arcadia Group