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M&S trials in-car click and collect service


M&S has introduced new click and collect options at several stores, including the ability to have products delivered to the car.
Using Doddle’s technology, the company will trial offering online ordering for in-store contactless collection at its stores of Hempstead Valley, Camberley and Longridge. The Camberley store will also allow customers to collect items without leaving their cars.

The trial will be used to assess the level of customer demand for the service and make improvements before a wider roll-out, as well as how the technology works from a staff perspective.

M&S is also increasing its use of in-store picking and packing for online orders, with 239 stores now fulfilling online orders compared to 86 pre-Covid.

Neil Phillips, head of digital operations at M&S, said: “Great digital technology in our stores is really important for offering our customers a great experience and for connecting the online and in-store journey.

“These trials with Doddle offer market leading solutions for click and collect, a proposition which will only grow over the coming years as the trend towards online shopping continues to accelerate. We’ll be listening carefully to our customers’ feedback.”

Gary O’Connor, CTO at Doddle, said: “Online shopping has rapidly accelerated, and we’re confident that our digital in-store collections and drive-up solution will benefit M&S and their customers—with an even more convenient way to receive their purchases.”

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