Who?

Clix Technology was founded by Matt Cater, founder of commercial interiors firm Fathom, and Paul George, MD of 8AV, an audio-visual and room control integrator for the hospitality sector.

Why?

With the immense growth of eCommerce – spurred in part by COVID – customers’ desire for online/offline integrated shopping models has accelerated – including ‘Buy Online Pick Up in Store’.

What?

Clix enables customers to access deliveries in dedicated lockers directly from a link embedded in an SMS, significantly cutting the steps they must go through to make their collection.

How?

The Clix Smart Locker has been trialled in B&Q Cardiff since July 2022. It says the data shows a significant improvement in customer experience, with NPS scores for the store increasing by 9.1% over the first five months. Due to the Clix web app, B&Q has also seen customer feedback increase to over 50%, compared with a previous 3% of customers choosing to feed back through the existing B&Q NPS survey delivered to their emails. Of the increased 50%, 93% of those responding about the smart lockers rated their overall experience on the app as ‘excellent’.

Where?

Clix is based in Thetford, Norfolk.

‘Strategy is simple – but only when written down’

They say:

Sean Heenan, director of retail operations, B&Q: “We’re constantly looking at ways we can help customers deliver their home improvement in the most fast, efficient, and convenient way possible, meeting increasing consumer demand for speed, convenience, and mobile access. Around 85% of our customers’ shopping journeys start online, a smooth and easy collections and returns in stores are an essential part of our eCommerce offer.”

Cater: “Aligned with our mobile-first strategy, B&Q is an early adopter of smart technology, from scalable mobile apps and seamless payments to smart search, and more efficient web content management. Our dynamic, contactless, integrated storage solution is not only smart, but fully customisable, able to adapt to the market’s and the brand’s future requirements. This is both in terms of its design, which is modular and can be designed to match a store’s branding or campaign – and its tech, which is configurable and aimed at the shopper of tomorrow. For example, retailers have full control to quickly adapt to customer insights and market changes and integrate with additional software they may already be using, such as automated age verification messaging to producing QR codes to access smart gates.”

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