CWH launches same-day delivery


L – R Rizan Mawzoon, Head of Transformation at Cohesio Group; Mark Finocchiaro, Managing Partner and Director at Chemist Warehouse; Edwin Chong, Project Manager; and Tim Noakes, Development Lead at Cohesio Group.

Chemist Warehouse has teamed up with Cohesio Group to launch a same-day delivery service

The online giant says that since COVID-19, Chemist Warehouse has experienced a huge increase in online orders, reaching higher levels than previous Black Friday and Christmas peaks.

It has now has launched Click and Deliver, a same-day delivery service from Chemist Warehouse and Cohesio Group (Körber) which the two say will offer customers flexible and convenient delivery options.

The solution is planned to complement the retailer’s previous Click and Collect offering.

“We wanted to ensure that we could offer our customers the safest possible option to shop during COVID-19 restrictions,” Mark Finocchiaro, Managing Partner and Director, Chemist Warehouse Group said.

“We knew that for many they felt it was a risk to leave their homes and shop in the traditional way, so we approached Cohesio Group to help us develop our existing Click and Collect solution to become a Click and Deliver solution.”

The solution was developed in four weeks by Cohesio and the first stage has been rolled out across all of Chemist Warehouse’s stores in Australia, with New Zealand set to follow.

Chemist Warehouse and Cohesio Group have worked together since 2017, with Chemist Warehouse using Cohesio’s dedicated retail software, Ignito, for its Click and Collect processes.

Since it introduced Cohesio’s Ignito software solution in 2017, Chemist Warehouse says it has increased order fulfilment throughput rates by up to 30% and has since used the software to fulfil up to 150,000 online orders a month.

In order to gain faster fulfilment times, Cohesio developed a solution whereby the picking and packing of online orders is done in store, instead of from a central distribution centre.

“Chemist Warehouse stores are unique in that they tend to be very large facilities and hold a huge amount of inventory. We recognised that this created the perfect opportunity to fulfil orders in store, rather than from a DC,” Rizan Mawzoon, Head of Transformation at Cohesio Group said.

“This kind of fulfilment is on the rise as e-commerce continues to take up a larger percentage of the retail spend,” Nishan Wijemanne, CEO of Cohesio Group said.

When a customer selects an order on the Chemist Warehouse website or app, the Chemist Warehouse Order Management System will check the stock levels in the stores closest to that customer to fulfil the order.

The app will also profile the consumer and recognise if they have previously visited or ordered from a particular local store.

“The system then sends a message to the store inventory team and communicates which orders are for Click and Deliver, and which are for Click and Collect,” Mr Mawzoon said.

“We recognise the critical role that we play in keeping Australians healthy and giving them access to essential goods for the benefit of their health. We knew we needed to come up with a solution that reduced anxiety and risk for the most vulnerable members of our communities,” Mark Finocchiaro, Managing Partner and Director, Chemist Warehouse Group said.

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