Joann unwraps streamlined BOPIS, curbside in time for holidays

A specialty crafts and fabrics retailer has added mobile location capability to its omnichannel pickup service.

Joann is leveraging the Radius Networks FlyBuy Pickup solution to automate its order-ahead and pickup program chainwide. Utilizing FlyBuy Pickup’s mobile location-based technology, Joann can determine exactly when a customer is coming to pick up their order with an accurate estimated time of arrival and updates along the way.

The retailer can then prioritize order fulfillment based on the arrival of each customer and meet customers with their order the moment they arrive. Joann launched FlyBuy Pickup before Halloween, which traditionally marks its holiday rush, with the goal of delivering a smooth, safe, personalized and contactless off-premise shopping experience. 

Midwest/Mid-Atlantic supermarket retailer Giant Eagle began rolling out FlyBuy Pickup in September, after seeing its curbside pickup orders increase exponentially since the outbreak of the COVID-19 pandemic in March.

Joann had implemented FlyBuy Pickup at all of its 865 stores across 49 states in a matter of days. The program has been well-received by both customers and employees. Within weeks of going live across the chain, Joann has consistently seen wait times under a minute, with over 80% of all customers nationwide waiting less than three minutes for their order. Customer feedback for the FlyBuy program is excellent, with an average customer rating of 4.87/5 stars across roughly 1,000 ratings/day.

"The Joann team is excited to launch FlyBuy nationwide," said Melissa Cook, director of omnichannel & store process at Joann Stores. "We wanted to provide our customers with an easy shopping experience, from the moment they place their order, to the moment they pick it up at the store. Knowing exactly when the customer will arrive enables us to be incredibly efficient in-store, and deliver to the curb the same personalized shopping experience that our customers are used to."

Joann operates 865 stores across 49 states and an e-commerce business.