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Marks & Spencer expands Click & Collect service via Simply Food stores

Lauretta Roberts
08 August 2018

Marks & Spencer has simplified and expanded its Click & Collect services via its Simply Food stores. The retailer has extended its partnership with Doddle, which means customers can now return online purchases to Simply Food stores as well as use them for Click & Collect.

Prior to the roll-out of the new service, which is initially being offered at 280 Simply Food stores nationwide following a successful trial, online orders could only be returned to one of the retailer's larger stores. More Simply Food stores will be be adding the service throughout the year.

Marks & Spencer is using Doddle’s "Powered by Doddle" technology on its existing in-store devices meaning it can offer its customers hundreds of additional locations to return online purchases with minimal additional resource, it said.

Powered by Doddle is Doddle’s retail technology platform which enables retailers to rapidly roll out collections and returns solutions customisable to their own brand. Customer experience features, including communications and tracking platforms, enable retailers to offer a seamless online to offline experience and to drive incremental sales from increased store footfall.

Since implementing the system at its Simply Food stores, M&S reports that 90% of customers said they were “extremely satisfied” with the service and 85% said the ability to return items to a Simply Food location would encourage them to shop online more frequently. 97% said they would use the service again.

“We’ve responded to increasing demand from our customers for more choice and convenience when it comes to collecting and returning their online orders. Providing customers with a consistent customer experience, regardless of which Marks & Spencer store they’re in, is key to making every moment special," said M& head of logistics Richard Pugh.

"Doddle delivered a solution that put our customers at the heart, while providing our carrier partners with more visibility to work efficiently and supported store colleagues to deliver brilliant customer service. We are now better equipped to provide customers with quick and easy returns and refunds," Pugh added.

“Marks & Spencer was looking to find a way to efficiently handle returns in its Simply Food network. With Powered by Doddle we were able to provide a simple, intuitive in-store workflow that was easy for staff to adopt while minimising the impact on retail operations," added Doddle chief technology officer Gary O'Connor.

Marks & Spencer is in the middle of a major reshaping of its business involving the reduction in number of its larger full-range stores and the increase of smaller, conveniently located Simply Food stores, which will be used as Click & Collect hubs for its online business.

Image: Courtesy, Marks & Spencer/Doddle

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