Case Study: The Container Store

Indyme Smart Response Shopper Help Button boosted customer satisfaction with speedy service.

 

Challenge

In 2007, The Container Store, the nation’s leading retailer of storage and organization products, launched an online shopping program called “Click & Pickup.” The new program enabled shoppers to order and pay for products online and have their purchases ready for pickup at their nearest The Container Store location. Its purpose was to provide the speed and convenience of online buying without the cost of shipping.

While the program proved popular, customer surveys revealed a problem. Shoppers said they liked the speed and simplicity of buying online, but they felt they had to wait too long to receive their orders once they arrived at the store for pickup.

The Container Store, always focused on customer satisfaction, looked for a solution to improve customer experience by reducing wait time. Ideally, this solution would provide a quick and easy way to notify store associates that they were there to pick up their merchandise.
 

Solution

After reviewing available options, The Container Store chose one of Indyme’s Smart Response Help Button solutions to resolve the issue.

Initially, three test stores deployed a wireless Shopper Help Button in the entrance area of their facilities. Customers were directed to the Help Button in their order confirmation. Once the button was pressed, store staff was immediately notified via the store’s PA system that a “Click & Pickup” customer had arrived. An escalation function ensured that the message got through.

A highly visible sign above the Shopper Help Button made finding the device easy. The Container Store tried several shapes, colors and sizes of signs to determine the most successful combination.
 

Result

Soon after implementing Indyme’s Shopper Help Button solution, The Container Store customer feedback reflected a significant improvement in satisfaction with the speed of service.

“The Indyme Help Button solution has helped us boost customer service statistics for our Click & Pickup program. We are very pleased with its performance and success. The Indyme team is knowledgeable and easy to work with.” – Paul de Freitas, Logistics Director, The Container Store

The retailer also discovered a direct correlation between the visibility of the Help Button/Sign combination and the success of the “Click & Pickup” program, as larger, more prominent signage resulted in greater usage of the system and significantly fewer complaints. By 2009, an Indyme Shopper Help Button was in all The Container Stores nationwide – connecting customers with service through Indyme Smart Response Technology.