While in-store pickup, curbside and delivery were already growing rapidly, pandemic restrictions forced companies to accelerate adoption. Getting a solution in place took precedence over a well-defined strategy. Even plans that were in place pre-COVID have likely yielded unintended consequences.
Although these services are just another way to serve customers, the impact and risk to your business is significant. As each of these options continue to grow, Impact 21 is working with retailers and restaurants to close the technological, operational, and communication gaps to drive a seamless customer experience.
Is your company’s strategy clear on the reasoning for offering in-store pickup, curbside, and/or delivery? We help you understand the role each plays as well as the measures of success.
- Customer experience & lifetime value
- Revenue generation
- Lead generation
- Competitive pressure
These initiatives can have a significant impact on operations. We help define the following requirements to ensure they are incorporated successfully.
- Kitchen design & workflows
- Change management
- Product quality
- Quality assurance
- Contactless delivery
We help you determine if in-store pickup, curbside, and/or delivery is right for your company.
- Products (food, merchandise)
- Partners (GrubHub, DoorDash, UberEats, Postmates)
These initiatives require sound financial modeling as well as data, systems and processes to accurately track the numbers.
- Financial modeling
- Pricebook & inventory management
There are varying degrees of integration options available. From low to high tech options, we help you navigate the impact to your costs, margins, and operations.
- Back Office
- Kitchen Production System
- Menu item and product availability
- Payment options
Offering these services is just the first step. We help you build your marketing plan to drive awareness and maximize customer value.
- Pricing/promotion strategy
- Loyalty integration
- “Ownership” of the customer
- Leveraging 3rd party data