Joann has extended its partnership with Flybuy to power the craft retailer’s buy online, pick up in-store (BOPIS) offering. Since the beginning of the COVID pandemic, Joann, like many omnichannel retailers, has experienced higher customer demand for convenient pickup services.
“Flybuy has powered our curbside pickup program for years, which has enabled us to boost efficiency, reduce wait times and ultimately increase customer satisfaction,” said Drew Chamberlain, Director of Operations and CX at Joann in a statement. “We are excited to expand our pickup program with Flybuy to include BOPIS and be able to monitor in-store, curbside and delivery orders all in one place.”
The Flybuy solution provides customers with real-time notifications when their order is ready and also alerts staff of their arrival while monitoring shoppers’ journey to the store. The Flybuy Dashboard, used by every Joann store nationwide, is accessible on store associates’ handheld devices and provides audio and visual alerts when a customer is on their way, displaying the customer’s selected pickup method (in-store or curbside). Arriving customers receive specific instructions based on their chosen pickup method. Since introducing Flybuy, Joann customers wait less than two minutes on average for their orders.
Joann announced plans in January 2023 to save up to $200 million per year by lowering supply chain costs, and Chief Customer Officer Chris DiTullio detailed plans to upgrade Joann stores chainwide in an October 2021 interview.
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