Crate and Barrel Enhances Curbside Pickup with New Platform, Glympse

December 22, 2020  by Laurie Northington in Business Strategy, Industry   

The service is one of many enhancements in the retailer's drive to meet customers where and how they want to shop by providing modern, digitally-forward shopping experiences that are personalized and flexible. With Glympse, they've seen immediate results including shorter wait times, streamlined operations, and positive reactions from customers who value the high-touch service experience.

Crate and Barrel is offering their customers an enhanced curbside pickup experience leveraging Glympse's technology nationwide. The Glympse communications platform delivers a modern customer experience by significantly reducing calls to the store and minimizing customer wait times by providing proactive communication to both customers and store employees.

The service will notify customers when their order is ready, give critical pickup instructions, and allow them to share their ETA and arrival status so the store can bring products to the customer the instant they arrive. The solution facilitates proactive engagement between the customers and store associates by adding real-time visibility, alerts, and two-way communication at critical moments during the curbside pick-up process. The solution includes a mobile app and kiosk for store associates providing visibility and alerts that allow them to proactively serve the customer, work more efficiently, and ultimately reduce operational costs.

"Crate and Barrel has always been committed to providing personalized customer experiences," said Sarah Casalan-Bittle, VP Stores, Crate and Barrel. "Partnering with Glympse has allowed us to maintain that commitment to our customers by providing timely notifications and clear visibility into deliveries that help re-define the modem shopping experience."

Since May 2020, Glympse has also been enhancing Crate and Barrel's home delivery with omni-channel visibility providing customers with insights into where their order is and when their delivery will arrive. On the day of delivery, the customer receives notifications and updates in real-time throughout the day with the ETA and live location of the driver once en route to the customer's home. Further elevating the customer experience includes methods to communicate with the driver and leave feedback, both in real-time. This means customer items are delivered the first time—preventing missed or rescheduled deliveries—while greatly reducing the amount of inbound calls to customer care.

"Crate and Barrel understands that customer experience is the key differentiator in this economy," said Chris Ruff, CEO, and president of Glympse. "We are thrilled to be providing added visibility to their curbside program so they can provide next-level customer service."