Crate and Barrel provides customers visibility into curbside pickup

A specialty home furnishings retailer is creating proactive engagement between customers and store associates to streamline curbside and delivery activities.

Crate and Barrel is leveraging the Glympse day-of-service mobile communications platform to notify customers when their curbside order is ready, give critical pickup instructions, and allow shoppers to share their estimated time of arrival (ETA) and arrival status so associates can bring products to the customer the instant they reach the store.

The Glympse solution includes a mobile app and kiosk for store associates providing visibility and alerts designed to enable them to proactively serve the customer, work more efficiently, and ultimately reduce operational costs. Crate and Barrel reports immediate results including shorter wait times, streamlined operations, and positive reactions from customers.

Since May 2020, Crate and Barrel has also been enhancing home delivery with omnichannel visibility, providing customers with insights into where their order is and when their delivery will arrive. On the day of delivery, the customer receives notifications and updates in real time throughout the day with the ETA and live location of the driver once en route to the customer's home. Customers also have methods to communicate with the driver and leave feedback, both in real-time.  

Crate and Barrel and CB2 offer location tracking of deliveries in the U.S. and Canada.

"Crate and Barrel has always been committed to providing personalized customer experiences," said Sarah Casalan-Bittle, VP stores, Crate and Barrel. "Partnering with Glympse has allowed us to maintain that commitment to our customers by providing timely notifications and clear visibility into deliveries that help re-define the modem shopping experience."

Crate and Barrel operates 94 stores throughout the U.S. and Canada, as well as international franchise locations around the globe.