Skip to main content

Massmart improves online collection and delivery lead times

| On the move

Massmart, in its bid to become the leading retail and wholesale eCommerce destination in South Africa, is reaping the benefits of re-setting and upgrading its online order fulfilment infrastructure.

This started with creating a centralised eCommerce Pickup & Delivery capability comprising approximately 60 specialists across functions which include eCommerce Operations, Customer Operations and Inventory Optimisation.

This team is supported by a dedicated group of Product Management & Tech experts focused on enabling and accelerating its efforts. This has resulted in a significantly improved in-store Pickup collection process that now takes less than a minute.

The benefits of this structure extend beyond in-store pickup to also include greatly improved customer delivery service levels. Merlin Otto, Vice President for Pickup and Delivery at Massmart says, “In addition to our in-house team (including WumDrop), we have partnered with the most reliable couriers in the market and unlocked the capability to deliver certain products directly to customers, from our mega distribution centres in Gauteng, Western Cape and KZN. The result is that during the month of June, 80% of all Makro orders were delivered within 2 days, whilst 92% of Makro pickup orders were available for next day collection.”

Otto adds that the impact of the new structure is greatly assisted by information derived from a daily online customer satisfaction survey that has led to the identification and rapid resolution of customer queries. Makro and Game’s Halfway Day sale at the end of June served as further validation of these upgrades, where order processing mostly exceeded the customer promise, despite order volumes reaching Black Friday levels during the promotion.

Pin It

Related Articles

Woolworths Foods gets new CEO as Rylands confir...

By:  Helena Wasserman – News24 Zyda Rylands, the CEO of Woolworths Foods, will be leaving the company at the end of August, the group confirmed on Thursday (14/03/2024).

Checkers is printing money with Sixty60

By: Bianke Neethling - MyBroadband Since launching in 2019, Shoprite’s Checkers Sixty60 on-demand grocery delivery service has shown exceptional growth and generates an estimated R10 billion annually.

Spar has big plans for its electrified Checkers...

By: Myles Illidge – MyBroadband Spar has a fleet of 65 electrified vehicles delivering goods through the retailer’s rapid online delivery service, and a combination of grid and solar power charges them. Blake Raubenheimer, omnichannel executive...

FNB says you can now earn eBucks rewards from S...

By: Ashley Lechman – Business Report One of the country’s largest and popular bank’s, FNB, has announced that customers will now be able to earn eBucks at SPAR retailers.

Saltzman family selling off the family silver a...

By: Edward West – Business Report The Saltzman family that founded Dis-Chem Pharmacies have sold properties and shares in the group worth about R15 billion last week.