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IRUK Top500 The Customer Report: 2018

IRUK Top500 The Customer Report: 2018

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Holland & Barrett enables in-store ordering

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Holland & Barrett enables in-store ordering
Holland & Barrett enables in-store ordering
Holland & Barrett has taken its omnichannel strategy a step forward with the launch of in-store ordering across its store estate.

The high-street health and wellbeing retailer, a Top50 retailer in IRUK Top500 research, has rolled out the service across its 700-plus UK stores after trialling it in 22 Holland & Barrett stores in the North.

Customers can now order from the whole Holland & Barrett range of 8,000 SKUs from any store in the UK, choosing to have it delivered to any address in the European Union, or collect it from a Holland & Barrett store or a parcel shop.

Holland & Barrett developed its existing software applications to bring this offer to stores, so staff can make the order through their tills. Order in store will be available in the Holland & Barrett’s 52 Republic of Ireland stores in coming weeks.

“Order in store easily trebles the breadth of offering in most stores, while even in our largest More stores we are more than doubling the range," said Ray Aldis, Holland & Barrett International’s director of projects. "Coupled with our range of available delivery options it also brings another level of choice and convenience to our customers.”

The development is the latest step in Holland & Barrett's strategy to be a fast follower in omnichannel, bringing its online and in-store service closer together.

It rolled out next-day click and collect to all stores in August, which following a partnership with InPost, which enables customers to pick up online orders from parcel lockers located up and down the country in retail outlets, petrol stations and supermarkets.

Holland & Barrett currently fulfils nearly 100,000 orders each month on its hollandandbarrett.com site and ships to around 30 countries from its dedicated warehouse in the Midlands.

Holland & Barrett is recognised as a leader in the latest IRUK Top500 Strategy & Innovation dimension report, which features an interview with ecommerce director Emma Mead.
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