Primark triples the cost efficiency of their click-and-collect service with Loqate

Primark triples the cost efficiency of their click-and-collect service with Loqate

Primark is a leading international clothing retailer headquartered in Dublin, with locations across Europe and the United States employing more than 80,000 team members in 17 countries – and growing. Primark has achieved global success through their aim to provide affordable choices for their customers.

Primark improved cost savings by 3X with Loqate, whilst providing customers with a great user experience during the customer journey of finding the closest store.

Tristen Hall the Head of Digital Products for Primark

Problem

3 years ago, Primark implemented Loqate’s Address Capture in checkout as they launched in a new market in France. They were able to take what was a completely manual process for capturing addresses and transform it with Loqate’s type-ahead solution that reduced the input from 60 characters to a correct result in just 4 keystrokes.

Fast forward, Primark faced a new challenge: Improving the click-and-collect service and minimising costs without diminishing the customer experience. Previously utilising Google to power their store finder solution, Primark recognised that with Google’s pricing structure, costs of their click-to-collect service were steeper than they should be. This plus the lack in location data quality their customers had grown to expect, triggering Primark to look for a better solution.

It was crucial in the evaluation stage for Primark to align with a solution that not only lowered costs, but ensured the customer experience didn’t waver in the replacement process. As a brick and mortar first company, their click-to-brick solution is a crucial part of ensuring customers can seamlessly find their stores.

Solution

As a result of the positive relationship fostered over years of partnership, Primark turned to Loqate once again, replacing Google. As Loqate launched Global Store Finder, Primark was a key collaborator in early testing stages to ensure a best-in-class product that Loqate customers have come to expect.

With Loqate’s Global Store Finder, Primark has been able to create a fully integrated experience for their customers, increasing online transactions with a seamless click-to-brick experience. Global Store Finder utilises premise-level geocodes in 120 countries worldwide, ensuring pinpoint accuracy from the customer’s location to the store.

Primark achieved all of this through Loqate’s Global Store Finder customisation options, such as flexible Locations Upload, Geocoding, Distances and Mapping APIs to build and customise a global Store Finder to their exact requirements.

Result

Primark significantly reduced the costs of their click-and-collect service by three times. By working with Loqate’s team of experts, Primark was able to tailor a solution that upheld its high standard for customer experience while reducing costs and boosting profitability.

By also utilising Loqate Capture along with Global Store Finder, Primark can unlock even greater value, achieve cost savings, and enhance pricing flexibility by bundling their solutions. Additionally, due to Loqate’s unlimited usage and fixed-price options, Primark was able to lower the costs of their click-and-collect service by threefold.

I’ve really appreciated Loqate’s team of expert’s willingness to work alongside Primark to improve data quality and create a solution that was to the Primark customer experience standards at a much lower price point.

Tristen Hall the Head of Digital Products for Primark