A significant percentage of today’s would-be retail customers are reluctant to go to their favorite store due to the COVID-19 pandemic. But many of America’s savviest retailers are adapting by deploying smart lockers, a new tool providing the security of contact-free pick-up and an enhanced financial forecast.
These modular lockers are the latest innovation in the buy-online-pickup-in-store (BOPIS) business model, offering retail customers comfortable and convenient 24-hour, no-contact, self-service retrieval and return access using superior technology.
“Smart lockers benefit both the customer and the retailer,” say Arik Levy, Founder and CEO of Luxer One, a pioneer in the smart locker industry. “For the customer, it means fast, safe and secure pick-up and return processes that can be done without contact. For the retailer, smart lockers pave the way to a better bottom line due to reduced labor costs; and the technological upgrade allows them to compete in a similar arena with online giants like Amazon.”
A new commissioned study by Forrester Consulting on behalf of Luxer One, conducted on one the country’s largest home improvement retailer, confirms the cost-benefits of a smart locker system. The Total Economic Impact (TEI) study reveals store-based lockers are directly responsible for a total internal labor savings of $57.6 million. That is $.90 cost savings per order based on a $15/hour wage.
The study also indicates these lockers have a positive impact upon customer satisfaction in multiple ways. First, locker users are five percent happier than their counterparts forced to stand in line at a customer service desk. Second, the mere presence of these lockers improves a store’s image with all customers.
Happier customers are likely to spend more, and Forrester Consulting data estimates the retailer studied will enjoy an additional $14 million due directly to this increase in customer satisfaction
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