H-E-B serves seniors with targeted omnichannel service

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H-E-B serves seniors with targeted omnichannel service

By Dan Berthiaume - 03/25/2020

A Texas-based regional grocery giant is providing seniors with personal shoppers during the COVID-19 crisis.

Working with its Favor Delivery on-demand delivery subsidiary, H-E-B will begin allowing customers across Texas age 60 and older to place same-day delivery orders with Favor using a curated list of products available from H-E-B. Eligible customers can make purchases via a senior support phone line, which is staffed with volunteer personal shoppers from both companies, from 11 a.m. to 3 p.m. seven days a week.

Built by the Favor engineering team, this system allows company volunteers to process orders remotely from across the state. Senior customers can also place orders via the Favor app or website. A runner personally shops all orders at H-E-B and delivers goods directly to customer doorsteps within a few hours, avoiding direct contact. 

All delivery and service fees are waived for the first 30 days of the program. Orders include a $10 tip, which goes entirely to the runner who personally shops and delivers items. To start, the senior shopping support line will be available from more than 240 H-E-B locations where Favor operates, with plans to quickly expand this service.

“We heard from our customers loud and clear, and we’re ready to offer one of the safest, healthiest solutions in the marketplace dedicated to seniors who are worried about going out in public,” said Martin Otto, H-E-B COO. “Together with Favor, H-E-B is committed to helping Texans get the products they need while slowing the spread of coronavirus in our communities.”