Ambitious and successful webshop
With a considerable increase in the volume of orders and a large rise in the average value per order, Matas.dk has proven to be one of the leading Danish B2C webshops. And with top positions at the E-Commerce Award for four years in a row – including a top three position in 2012 as well as winning the category ‘omnichannel’ in 2013, Matas has not only been able to attract customers but has also demonstrated that the chain is able to elegantly integrate its offline and online channels giving the customers a total experience and creating a higher level of customer loyalty.
The ambition of Matas was to create a new webshop that should increase traffic and the sales both online and in the physical shops and at the same time ensure an even higher level of loyalty from the members of Club Matas. To do so, Matas now makes the online and offline channels support each other and hereby puts itself in a better position to meet the customers’ demands of convenience, convenience, convenience.
Click & collect - click & return
The integration between the physical stores and web shop implies in particular that customers can choose to pick up or return the product they buy online in a physical shop of their choice, in addition to the other delivery options as GLS and Post Nord. Technically, it works by the underlying system – when detecting an order with pickup in store - making sure that the order is sent to the selected store instead of to the customer. Registration in the store is made easy for the staff as a barcode on the package label is simply scanned to confirm receipt. When the system receives notification that the order is received by the store, an e-mail or SMS is sent telling the customer that he or she can pick up the product in the store. Once the item is picked up, the staff registers the order as delivered, completing the process completely.