Simpler purchases and increased upselling with

Viskan Click & Collect

Increase sales and build customer loyalty by combining the best of e-commerce with your physical stores. Click & Collect lets you develop your retail offer by allowing your customers to shop online at their own pace, then collect their purchase from their local store. It’s a convenient process that makes buying easier, speeds up delivery and often leads to more sales when customers come into the store to collect their order. As part of the wider Viskan Omnichannel offering, Click & Collect gives you seamless integration across every part of the journey, creating a broad, smooth and adaptable setup that helps you deliver better service while making smarter use of your physical stores. No hassle, and record-fast time to market.

Simpler, more personal shopping

Let your customers order online and collect from their nearest store. Offer the convenience of e-commerce together with the personal experience of shopping in-store.

Faster delivery

Deliver directly from the store or from your central warehouse. That gives you fast, cost-effective delivery that improves the shopping experience and increases customer satisfaction.

Increased sales

Upselling happens when you bring your online customers into the store. Use your staff to inspire and recommend complementary purchases.

Click & Collect – a smarter way to sell that benefits both you and your customers

Click & Collect sales have grown sharply in recent years. A big reason is that customers can shop online conveniently whenever it suits them, then quickly collect their purchase from the store they prefer, when it suits them. It takes convenience and flexibility in the buying experience to a whole new level. Customers get access to their purchase much faster than if they had to wait several days for home delivery via an external carrier. On top of that, delivery costs are significantly reduced, or disappear entirely, when you don’t need to involve external providers. That lowers the total cost and encourages customers to buy more. For customers, it’s also a benefit to be able to touch and try their purchase in-store, and ask questions to store staff. That creates a more personal experience and strengthens the customer relationship.

For you as a retailer, Click & Collect is the perfect way to offer a complete and seamless omnichannel experience, where your customers get the best of both the store visit and the many possibilities of online shopping. You can offer the choice and convenience of e-commerce together with a fast and personal buying experience. When customers get the chance to see and try the product, the risk of incorrect purchases, dissatisfaction and returns goes down. That reduces your costs while helping you build stronger customer relationships. With Viskan Click & Collect, you can create an outstanding customer experience across all your sales channels that draws customers to you.

Click & Collect helps you sell more

The inspiring experience of visiting a physical store, combined with the opportunity for store staff to recommend purchases that complement the order, increases the chances of upselling.

67% of Click & Collect customers buy something extra when they come into the store to collect their order. (International Council of Shopping Centers)
Click & Collect shoppers visit stores 2.5 times more often than consumers who do not use Click & Collect. (BusinessDasher)
Viskan Omnichannel enabled 3.5 million Click & Collect orders in 2020.

A smooth process with Viskan Click & Collect

Our Click & Collect solution is built to be as easy as possible to use. The streamlined, automated processes let you give customers a smooth service while keeping full control of everything happening across the chain. Once the customer has chosen which store they want to collect their order from, the system identifies your inventory and sends the order from the central warehouse to the selected store. Once the order is placed, the store is notified that a delivery is on its way.

By using Viskan Pick and Pack, store inventory can be used as satellite stock. That means the systems check stock levels across all inventory locations, both the central warehouse and physical stores. This makes it possible to deliver the order even faster and use all inventory as efficiently as possible.

Automated communication keeps the customer updated at all times on what’s happening with the order. When the order is ready, a message is automatically sent to let the customer know it is available for collection in-store. The clear flow also gives administrators, store managers and others the overview and control they need to handle exceptions and deliver the best possible customer service.

Two-factor authentication ensures that the right customer receives the right parcel and that the customer or courier is authorised to collect it.

Every step in the process is designed to be as simple and fast as possible. For the best possible customer experience and minimal work for store staff.

A survey among Viskan’s Click & Collect customers shows that more than 50% of customers choose to collect their parcel in-store when that option is available.

The Click & Collect features that let you do more, more easily

Automated communication based on predefined steps and events throughout the delivery chain. Customers automatically receive SMS or email with information such as the store address, opening hours and order status. Reminders that a parcel is waiting are also sent automatically.
Goods receipt reporting with barcode scanning.
Smooth and secure handover with configurable ID verification methods and support for secure collection by courier.
Option to extend the latest collection date.
No integration with store or POS systems required. Easy handling in a web interface with store login, where each store only sees its own parcels. Only 2 clicks are needed - the rest is automated.
Daily reports on the number of uncollected orders, plus alerts for exceptions that need action.

Optimise Click & Collect for a better customer experience

Just as your e-commerce needs to be optimised over time for better results, you should also keep developing your Click & Collect processes to create an even better customer experience. For example, by simplifying delivery methods and collection for your customers. Ask your customers for feedback too, so you get valuable insights into how you can improve the experience even further when they visit your stores. With relatively simple optimisations, you can improve the customer experience, exceed expectations and achieve even better results.

Want help getting better? Our Online growth team can identify and implement effective improvements to enhance the shopping experience, increase conversions and improve ROAS across the entire customer journey.

Take Click & Collect further with Viskan Pick & Pack

Develop your omnichannel strategy and give your customers even faster, better service with Pick & Pack. This means that if the items in the order are available in store stock, store staff handle the entire process from the moment the order is placed online through to collection. Without involving the central warehouse. That creates a more efficient process with several advantages.

Store stock levels become available on the site for a clearer overview of availability directly in-store. This means store staff can pack and deliver an e-commerce order in no time, so the customer gets their purchase even faster. The store also gets the sale, while the customer gets a personal in-store interaction, with all the benefits that brings.

Want to know more about how Pick & Pack works?

Why choose Viskan Click and Collect over anyone else?

What sets Viskan’s Omnichannel solution apart from the rest

The points below are not just about Click & Collect, but really about the whole setup

Short time to market. Why? No complex integrations that need to be built and adapted to each other. Every flow is already in place and leads to the same source.
A broad, adaptable range of features and functionality (in other words, the full Instore concept)
Seamless integration between all parts.

In other solutions on the market, each function is separate from the others. Web in one system, inventory management in another, order management in a third, and so on. All systems need to be integrated and synchronised, which creates higher complexity, greater risk of something going wrong, more things that need maintenance and ongoing coordination. If something fails in one place, it affects another.
Viskan has everything in the same source. CMS, store - everything flows into the same source. That’s why we can connect the order through the entire flow all the way to return and refund, regardless of where the order was created.

An example of automation that also works very efficiently because everything is in the same source: depending on the order status, a specific event should happen. For example, an order on the website triggers an automatic stock check across different stores → the system detects whether the item is available in the store where the customer wants to collect the parcel. The order is then automatically sent either from the central warehouse or picked and packed in-store.