JOANN launches innovative curbside pickup experience chainwide in anticipation of increased digital sales this holiday season.
Washington, DC — JOANN, an American specialty retailer of crafts and fabrics with 865 stores across the country, has partnered with Radius Networks, the leading location-based technology company in restaurants, grocery, and retail, to launch their curbside and Buy Online Pickup In Store (BOPIS) solution, Flybuy®. JOANN made fast, innovative, strategic decisions that were essential to the store’s long-term success, amid the pandemic. JOANN’s holiday season starts with Halloween, and it was important to have this automated and streamlined order-ahead and pickup program in place prior to the holidays. Within days, all 865 stores were successfully launched with Flybuy, and the program has been well-received by both customers and employees.
Flybuy Pickup enables JOANN to:
- Determine exactly when a customer is coming to pick up their order with an accurate ETA and updates along the way
- Prioritize order fulfillment based on the arrival of each customer
- Meet the customer with their order the moment they arrive
- Deliver a smooth, safe, personalized, and contactless off-premise shopping experience
“It is predicted that we will see a 90% increase in digital sales over the previous holiday season,” says Radius Networks Executive Vice President of Global Partnerships, Jeff Baskin. “Now, more than ever, it’s essential for retailers to get an efficient location-based pickup solution in place to maximize profits. When you can provide a frictionless customer experience with little-to-no wait time, customers will return. With the onset of the pandemic, customers are now conditioned to order ahead and pick up at the store. These habits will continue through this holiday season, and beyond. The innovative team at JOANN has been incredible to work with and has acted fast to put in place a complete omni-channel solution.”
With 85% of shoppers significantly increasing curbside pickup, compared to pre-COVID (source), the innovation roadmap of retailers has been drastically sped up. A sophisticated curbside and in-store pickup solution enables retailers to provide an efficient and safe environment for their employees and shoppers.
Within weeks of going live chain-wide with Flybuy Pickup, JOANN has consistently seen wait times under a minute, with over 80% of all customers nationwide waiting less than three minutes for their order. Customer feedback for the Flybuy program is excellent, with an average customer rating of 4.87/5 stars (across ~1,000 ratings/day):
- “The store associate was out waiting for me when I arrived at the store! Easiest pickup ever!”
- “That was awesome! It was definitely faster than just calling when I arrive, as I had done before. I will use again!”
- “The employee confirmed my name which I appreciated, I didn’t have to wait long at all, and the area to pick up was clearly marked. Very convenient with my toddler in the car, thank you!”
- “That…was…AWESOME! I will use this service again!”
“The JOANN team is excited to launch Flybuy nationwide,” says Melissa Cook, Director of Omni Channel & Store Process at JOANN stores. “We wanted to provide our customers with an easy shopping experience, from the moment they place their order, to the moment they pick it up at the store. Knowing exactly when the customer will arrive enables us to be incredibly efficient in-store, and deliver to the curb the same personalized shopping experience that our customers are used to.”
To learn more about Flybuy Pickup, visit flybuypickup.com.
About Flybuy Pickup
Flybuy Pickup is a core service of Radius Networks, who uses proprietary location technology to help companies deliver a frictionless customer experience and drive location-based transactions.. Our Flybuy location platform includes Flybuy Pickup for optimizing curbside and in-store pickup; Flybuy Tableside to improve the speed of ordering and service in-store; Flybuy Pay to conduct contactless payments and streamline the checkout and payment process; and Flybuy Drive-Thru for automating mobile identification, loyalty and pickup in the drive-thru process.
For more than 75 years, JOANN has inspired creativity in the hearts, hands, and minds of its customers. From a single storefront in Cleveland, Ohio, the nation’s leading fabric and craft retailer has grown to include more than 865 stores across 49 states and an industry-leading e-commerce business. With the goal of helping every customer find their creative Happy Place, JOANN serves as a convenient single stop for all of the supplies, guidance, and inspiration needed to achieve any project or passion. For store locations, project ideas, and a full product offering, visit joann.com.