Giant Eagle slashes delivery driver wait times with AI-based alerts
Giant Eagle Inc. is extending a mobile solution that enhances the speed and accuracy of in-store pickup to its online delivery program.
In September 2020, Giant Eagle implemented the Radius Networks FlyBuy Pickup platform. With the FlyBuy mobile SDK directly integrated in its corporate mobile app, Giant Eagle leverages proprietary location services only related to the order experience to predict the customer’s estimated time of arrival and sends alerts to the store along the way.
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Based on its success using Flybuy Pickup, Giant Eagle is now utilizing Flybuy technology to streamline operations for third-party delivery drivers with real-time alerts integrated into the Flybuy dashboard and picking app.
As a result, the Pittsburgh-based regional grocer says it has reduced wait times for delivery via partners such as DoorDash and Instacart and improved coordination with store associates to provide faster and more reliable service to customers and delivery drivers alike.
According to the retailer, the seamless communication and instant visibility provided by Flybuy have reduced the wait time for delivery drivers to less than an average of 2.5 minutes, up to 50% less than its prevous wait time and signifcantly less than the industry average of roughly 10 minutes.
"At Giant Eagle, we are always exploring opportunities to increase efficiency and convenience by leveraging cutting-edge technology to enhance the customer experience," said Heather Feather, senior director of strategy, e-commerce, and innovation at Giant Eagle. "Using Flybuy for delivery has helped lower wait times for our customers, building their confidence that their fresh groceries will be delivered quickly and reliably."
Flybuy AI-powered location technology helps Giant Eagle stores filling online orders identify which driver is arriving for specific order(s), improving driver selection and coordination.
"Flybuy has greatly reduced delivery driver wait times, wrong orders, and missed items which directly impacts refunds and repeat business," said Marc Wallace, CEO and co-Founder at Flybuy. "We are delighted to provide Giant Eagle Team Members with higher fidelity location updates and delivery driver estimated times of arrival to facilitate a faster order handoff and further optimize their e-commerce operations."
Founded in 1931, Pittsburgh-based Giant Eagle Inc. operates more than 470 stores throughout western Pennsylvania, north central Ohio, northern West Virginia, Maryland and Indiana.
