How Carrefour set up, in 3 months, an Express Delivery journey to deliver orders to their client's home in less than an hour

Carrefour's challenges:

Consumption habits have been changing in the last years: physical and digital channels are mixed, new innovations appear regularly in the retail market... Consequently, mass retail evolved, resulting for instance in a democratization of Drive purchase journeys.

Unfortunately, this is not enough anymore to face competition from a new player: Amazon and its Prime Now delivery, which home delivers fresh goods in 2 hours.

Carrefour reacted to avoid the pitfalls of this new situation, such as client loss or average basket decrease (a customer could buy fresh goods from Amazon while remaining a Carrefour client where the rest of its purchases are concerned).

The brand thus looked for an innovative solution to improve its clients satisfaction and loyalty, and to capture more sales by setting up an offer more exhaustive than its competitor's while optimizing resources and logistics costs.

Express Delivery journey: client satisfaction and logistics optimization

A client looks for products and orders online, thanks to the Wynd digital platform implemented on Carrefour's website. The solution finds the store closest to the client's address and makes sure teams are available thanks to the Wynd capacity planning app. The Stock Management solution then displays, in real time, products available in stocks and for delivery.

They then select the product they want and pay online. The order is received by the Wynd OMS and sent to the store for preparation. The Wynd Picking app immediately shows the most optimized picking path to prepare the order in time; sales teams fill in the completion's progress and handle substitutions if needed through this same app.

This information is sent to our partner Stuart, last-mile delivery expert, which sends a delivery person to the store to get the completed order. The client is delivered in an hour, so is Carrefour's promise!