Marks and Spencer tests out new Click and Collect solutions

M&S is tapping Doddle technology for two new Click and Collect trials: in-store contactless collection (at its Hempstead Valley, Camberley & Longbridge stores) and drive-up collection (at Camberley).

Neil Phillips, Head of Digital Operations at M&S, says: “Great digital technology in our stores is really important for offering our customers a great experience and for connecting the online and in-store journey.”

“These trials with Doddle offer market leading solutions for Click and Collect, a proposition which will only grow over the coming years as the trend towards online shopping continues to accelerate. We’ll be listening carefully to our customers’ feedback.”

Gary O’Connor, CTO at Doddle, comments: "Online shopping has rapidly accelerated, and we’re confident that our digital in-store collections and drive-up solution will benefit M&S and their customers, with an even more convenient way to receive their purchases.”

M&S is also making behind the scenes changes to its Click & Collect offering. This includes increasing the use of in-store picking and packing for online orders. M&S now has 239 stores fulfilling online orders, 153 more than pre-Covid-19.

Initially increased to support its warehouse and clear stock from stores, the retailer says it has long-term potential to help improve the customer proposition and balance stock between stores and online. This change means thousands of customer orders are now put together in their local store, supported by M&S’s online warehouse – Castle Donington.

During the coronavirus outbreak, M&S also added the option on its website to ‘contact me when available’ for all Clothing, Home and Beauty items. It means when an item is back in stock customers receive an email or text and then log on to order for delivery or next day Click & Collect. Thousands of items are purchased every week via the tool, it claims.