PICKUP scales on-demand, big and heavy item delivery for e-commerce demand
When many national retailers temporarily closed their stores because of the coronavirus, consumers flocked to e-commerce. As a result, e-commerce grew an astonishing 32.4% in 2020. Whether shopping online or in-store, 61% of consumers have abandoned a large and heavy purchase due to delivery issues, making same-day delivery a significant competitive advantage, according to PICKUP.
Omnichannel retailers who need trucks and muscles for large and heavy shipments like furniture, mattresses and appliances are now turning to PICKUP, a solution for businesses that enables curated on-demand shipments and assemblies for homes, offices and commercial construction sites . The company states that its customers achieve 31% more sales and a nine times faster warehouse speed through its engineered delivery platform.
With PICKUP Enterprise, national brands can deliver the entire range of goods immediately on the same day and on schedule. Retailers Big Lots and At Home have integrated their e-commerce platforms into PICKUP’s Enterprise Delivery API and are offering customers an enhanced shopping experience by enabling fast and smooth delivery from stores. With a single integration, they now have access to the industry’s most powerful on-demand delivery area – white gloves and contactless delivery from lounge chairs to pavilions with a consistently high customer experience.
“Customer demand for e-commerce has increased as a result of the pandemic,” said Darren Waxman, PICKUP’s chief customer officer. “It is clear that same day delivery of the full range is not a fad but a long-term opportunity to add convenience, flexibility and value to the customer experience.”
PICKUP’s partnerships with major retailers and commercial / industrial companies serving over 70 markets nationwide are helping to adapt consumers to contactless purchasing and delivery during the pandemic. With a BODFS (Buy-Online-Deliver-From-Store) model, retailers can get the store’s items straight to the customer’s door. Nowadays, consumers are using e-commerce because they have to. With so many online shoppers going on, it’s important to create a smooth shopping experience for customers, Waxman said.
PICKUP aims to provide the “perfect delivery” using a proprietary algorithm to measure delivery success. According to Waxman, the ingredients that define perfection include flawless delivery value or customer net promoter score (NPS), on-time performance, and no record of damage to the product or to the delivery location.
“A big focus for us this year is using business intelligence to create what we call the perfect delivery, an algorithm that aggregates key data across the entire delivery experience,” said Waxman. “It’s like an AI for the delivery experience that allows us to fix issues before they start and achieve an industry-leading NPS of 88.
“The delivery window that PICKUP offers is only one to two hours, depending on the market. Customers don’t have to take half a day off,” said Waxman. “You no longer have to wait for the full lead time for the product to go to market from the distribution center, as our enterprise model intelligently guides our drivers to the store whose inventory is closest to the customer. Our partners have stocks in branches and hubs in the front position. We deliver quickly. “
By partnering with package couriers like Postmates, Waxman has detailed the groundbreaking delivery option for its corporate customers. For example, retailers who sell both home appliances and groceries get a single view of their entire delivery network.
In contrast to most courier fleets, PICKUP’s nationwide delivery network is an association of independent drivers. These drivers, nicknamed “PICKUP Good Guys”, use their own trucks and vans to make local deliveries. According to PICKUP, Good Guys cost an average of $ 40 per delivery and keep 100% of their tips.
As soon as a delivery is scheduled, customers receive text and email notifications informing them of status updates regarding their order. PICKUP Good Guys work via the driver app and communicate with customers. They offer real-time tracking and SMS capabilities to keep customers informed throughout the delivery process.
“The PICKUP Good Guys are the heart of the company. Many of them are military veterans, first responders and people looking for additional income, ”said PICKUP Marketing Director Aline Riemenschneider. “We are able to get these elite independent contractors to work by providing a point of sale where they can use their own vehicles and work as little or as much as they want.”
At first glance, parallels could be drawn between PICKUP and other rental car companies such as Uber and Lyft. However, Riemenschneider pointed out differentiators of the business model, such as onboarding standards with extensive reviews and background checks, including an emphasis on hiring veterans.
Describing PICKUP’s recruitment as stricter than typical ridesharing, she explained that the process takes not just a few hours, but a few days.
“At PICKUP the focus is on working with like-minded people and supporting one another,” said Riemenschneider.
She commended the PICKUP Good Guys driver team for the fast contactless delivery of white gloves and for providing COVID-19 safety protocols, especially to customers at risk.
“Companies are asking us to assemble, remove items, and diversify our delivery services, including electrical appliances, off-the-shelf paints, and air conditioning,” said Riemenschneider. “We’ve also stepped into the luxury industry to help brands deliver experimental delivery by providing a higher caliber – concierge level – of delivery professionals and introducing delivery to venues.”
In just a few years, PICKUP has grown enormously. The list of retail partners also includes Big Lots, Pottery Barn, West Elm, At Home, Buy Buy Baby, Cost Plus World Market, HomeGoods, TJ Maxx, Marshalls, and Homesense. In addition, the delivery service has expanded to the automotive, healthcare, HVAC and plumbing industries, including Trane, American Standard, Behr and PPG.