Unlike elsewhere in Australia, Melbourne and the State of Victoria, endured a gruelling 11 week lockdown in 2020. At this time, Kmart doubled down on curb-side click & collect so they could service customer needs.
When a customer made a click & collect purchase, they were sent a text message when the goods were ready for collection. In that message, they were told to call the store on arrival and someone would bring out their goods.
The Victorian 'dark stores' were averaging 400 click & collect orders a store per day. Kmart quickly realised that the current processes & systems could not meet the customer demands.
The phones were continually engaged which frustrated their customer & the Kmart teams could not keep up with the volume of collections as they never knew when customers were coming in. The carparks were bedlam, and the Kmart team were continually having to run back and forth to collect, locate and then deliver the orders.
The process was inefficient and not sustainable.