Bunnings, the popular retail chain, is embracing technology to improve its in-store processes and enhance customer service. As part of a program aimed at freeing up staff time, Bunnings is currently testing a retail tech robot created by Zippedi. The robot performs night-time rounds in stores, scanning aisles and shelves to identify out-of-stock items. This initiative is part of Bunnings’ broader efforts to optimize space, streamline stock replenishment, and make its operations more efficient.
According to Bunnings’ Managing Director, Michael Schneider, the company is determined to reduce the hours spent by team members on tasks such as locating hand stock and conducting shelf gap and price checks. The trial with the Zippedi robot is just one example of how Bunnings is leveraging technology to achieve this goal. Additionally, Bunnings has made improvements to its picking app, used by team members to fulfill ecommerce orders, and is also exploring the use of electronic shelf labeling to further save time.
Focus from tasks to providing excellent customer service
Schneider highlighted that various tools and solutions have been deployed to make team members’ jobs easier and more productive. This includes implementing new rostering platforms and utilizing team management and communication tools like Workday and Workplace. The primary objective of these initiatives is to shift team members’ focus from tasks to providing excellent customer service. Since 2020, Bunnings has already reallocated over 2.4 million hours of task time, and an additional one million hours are planned to be saved in the upcoming financial year.
Bunnings is also heavily investing in data and digital capabilities. Schneider emphasized the importance of data in supporting customers across different shopping channels and driving productivity. By enhancing its product information management platform, Bunnings aims to ensure greater accuracy of product data throughout the business. Data is also being utilized to optimize store space utilization and enable smarter decision-making in product ranging. These efforts not only contribute to growth but also enhance operational efficiency.
Extra Value and Personalization
On the customer front, Bunnings is committed to delivering extra value and personalization. By gaining a deeper understanding of its customers, Bunnings can provide personalized content and marketing, including tailored emails based on the customer’s local store. The Bunnings app allows customers to create shopping lists, find products, earn FlyBuys points, and receive digital receipts. In the future, Bunnings plans to introduce barcode scanning for product discovery reviews and expand its ecommerce capabilities within the app, allowing customers to access the full product range both in-store and from home. These digital tools aim to inspire and engage customers throughout their shopping journey, providing a personalized experience regardless of their shopping location.
Bunnings’ commitment to leveraging technology, optimizing processes, and utilizing data showcases its dedication to improving customer service and creating a seamless and personalized shopping experience. With ongoing trials and projects, Bunnings is determined to enhance productivity, save time for its staff, and ultimately provide customers with exceptional service and convenience.
