IT and Operations Teams Come Together to Enhance Omnichannel Customer Experience

Ever waited in line at a store for what seemed like forever to retrieve a package purchased online? That’s so 2020! No wonder our teams were ecstatic about launching our game-changing contactless pickup lockers at our RONA, Lowe's and Reno-Depot corporate stores.

Working hand in hand with their colleagues from the Operations team and our solution provider, our IT team did a phenomenal job to bring this technology about in a timely manner during spring 2021, in a context where people were looking to minimize contact as much as possible. Currently available in a little over 100 corporate stores within our network–with more locations coming up during summer 2021–, these lockers allow customers to pickup online orders in stores in a convenient, simple, and contactless way, without having to wait in line at the customer service desk. Once they receive their confirmation email stating that their order is ready for pickup along with a unique bar code, customers simply drop by their selected store, scan their code at the terminal and grab their package from the locker that opens up.

“The implementation of pickup lockers in our stores illustrates just how much of role innovation and technology play in offering Canadians the best possible retail experience. This new automated order retrieval system provides customers with a tremendous improvement on their pickup experience, while allowing store associates more time to focus on in-store experience and other key areas where their expertise is needed.” – Tony Cioffi, President 

In addition to supporting the Operations team in the deployment of the lockers in stores–port setup, ping capabilities, etc.–, our IT specialists are also currently working on enhancing the existing solution by integrating it into our own backend system, which will automate the process. This will give customers more ownership on their pickup experience and save even more time for our store employees.

You’d like to play a forefront role in helping Canadians improve their homes and help drive innovation with a leader in the Canadian home improvement industry? Hop on to our career site, you may be just the person we are looking for.