Retail Fulfilment Awards - Excellence in store based fulfilment including click and collect

This category is open to all retailers who fulfil customer orders using the store network, its resources and infrastructure. This can take many forms, including click and collect (whether picked from store, centrally picked or vendor shipped and collected at store); save the sale - picking from an alternative store for home delivery or click and collect. We are looking for creative use of the store network via its resources, systems, physical footprint or processes, harnessed to provide convenient and effective service. Retailers of all sizes and in all retail sectors may apply.

The judging process will score submissions based on their appropriateness to the sector and size of each entrant and the degree to which they serve their customers’ needs in the context of each retailer’s value proposition.

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* 1. Provide a brief overview your fulfilment model (1 paragraph)

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* 2. Please provide a brief descriptor of how your solution is customer centricity; that is designed to delight the customer and fulfil their needs, this could include:

The range and variety of options offered

Aspects of the fulfilment options which directly addresses the needs of your target demographic (e.g. value, convenience, personalisation, specialised service)

Innovative use of store systems and processes to enhance customer service

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* 3. Please provide a brief descriptor of how your solution offers seamlessness across channels and touchpoints, this could include:

Evidence of tight integration between the store and other channels and touchpoints in the end to end experience, including returns

Pertinent and engaging presentation of store fulfilment options in customer communications and messaging across all channel

Flexible and convenient returns handling of online orders in store

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* 4. Please provide a brief descriptor of how your solution of how your solution offers ease of use, this could include:

Added value features in the purchase, receipt and return process

Aspects of the fulfilment offer which support convenience and flexibility

Evidence of positive feedback from customers on the above

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* 5. Please provide a brief descriptor of how your solution of how your solution is a commercial success, this could include but not limited to:

Uptake and trend of store fulfilment services

Added value via additional in-store sales or overall revenue growth

Evidence of cost savings