How OrderGrid elevated Deliveroo Hop's customer retention & CLV with no substitutions grocery fulfillment

Challenge

Operational Challenges in On-Demand Grocery Fulfillment

• Slow and inaccurate order picking without proper product scanning or location guidance
• Frequent mismatches between stock availability shown to customer and actual inventory, resulting in incomplete orders
• Challenges in forecasting and reordering, leading to high sold-out rates and inefficient processes
• Need for a scalable system that integrates with financial and BI tools across various regions

OrderGrid Solution

Order Fulfillment

Real-time inventory sync and efficient routing reduce errors and labor costs, ensuring over 99.9% accuracy with image and barcode verification

Menu Management

Connects in-stock items to menus in real-time, streamlining updates for category managers and merchandisers across multiple stores and regions

Replenishment Suite

Automatically forecasts and generates stock requirements, minimizing labor and errors, ensuring constant availability, and seamlessly integrating with suppliers and grocers' supply chains

API Suite

Facilitates automated data connections between OrderGrid and clients' ERP systems and BI tools, catering to advanced IT and system integrators

Impact

Boost in Customer Retention

The accuracy and reliability of order fulfillment significantly increased customer satisfaction, resulting in higher retention rates

Increase in CLV

With fewer substitutions and missing items, customers had a more positive shopping experience, leading to increased loyalty and higher lifetime value

Expansion

The success of this system contributed to Deliveroo Hop's expansion into new markets, including France, Italy, UAE, and Hong Kong, with plans for further growth

Conclusion

Redefining On-Demand Grocery Fulfillment

OrderGrid's solution met Deliveroo Hop's challenges and established a new on-demand grocery fulfillment standard. Focusing on accuracy, speed, and customer satisfaction, Deliveroo Hop has maintained and grown its customer base, demonstrating the value of efficient, reliable order fulfillment in this sector.