OUT OF THE BOX

NOW THAT’S A GOOD IDEA… ONE O ONE HOME DELIVERY CALL CENTRE

One O One adds home delivery call centre

AS PART OF ITS DRIVE TO GROW ITS HOME DELIVERY BUSINESS, GLASGOW-BASED ONE O ONE HAS CREATED A DEDICATED CALL CENTRE FOR SHOPPERS UNCOMFORTABLE WITH TECHN

WHAT’S THE BIG IDEA?

A dedicated call centre to support home delivery.

WHO’S DOING THAT?

Glasgow-based convenience store chain One O One.

HOW DID THAT COME ABOUT?

Following a review of its business around 18 months ago, One O One identified a need to offer a multichannel transactional experience for its customer base which led it to work through a project to introduce a home delivery service for its customers. A key part of the initial solution was finding the right technology partner who could fully integrate into the company’s operating systems to provide a seamless customer and operational process for the One O One business.

WHO DID THEY GO WITH?

In August last year, One O One started working with Appy Shop and have since been increasing home delivery operations. By July, the company was able to offer a home delivery system covering over 90% of its stores throughout central Scotland.

AND THE CALL CENTRE?

Always looking for ways to improve its offer, One O One decided to launch a dedicated home delivery call centre operation that has been built in partnership with Appy Shop to help customers who are not as comfortable with technology or who have unique needs that require the support of others.

HOW DOES IT WORK?

Just like it says on the tin. Shoppers can make their orders over the phone instead of via the app or the internet.

WHAT IS ONE O ONE SAYING?

The chain’s Retail Area Business Manager Jim Harper says: “The new phone service helps many areas of society who appreciate the human touch including extra support with ensuring they get everything they need from our friendly delivery drivers. We have built this on the back of the work we completed in July 2020 with Glasgow City Council shielding programme when we stepped in to support the many individuals who required further support when the initial free food supply programme was finished.

“One O One Home Delivery service is set up to ensure from start to finish you are looked after by a member of the One O One team all the time. We also use our new fit for purpose own van fleet and invested significantly in this important income stream for the business.

“Early users of our new telephone number are giving us great feedback on the experience and we are already building a base of repeat customers who value this great service with no additional costs to them. We take pride in treating every customer fairly and there are already further developments planned for our multi-channel offerings in 2022.”