Let those who have already left a store with the idea of ordering on the internet denounce themselves! We met Namizata MASSONAUD, Founder of Dandy, an e-commerce service solution in physical stores.
The weight of e-commerce on physical stores
During her career at Chronopost, Namizata MASSONAUD notes on a daily basis the growing difficulties small merchants face with the services offered by e-commerce (home delivery, ease of return and rapid reimbursement, etc.). How many potential customers wander through stores and never check out but finalize their purchase on an e-commerce site? According to a February 2016 survey by Fevad, 30% customers finalize their online basket while they are in the physical store.
Faced with this observation, Namizata MASSONAUD decided to carry out a field survey to explore the subject in more depth. She meets with retailers, observes consumer habits and draws three observations:
- prospects go to the store but are looking for the best price. They therefore quickly compare prices in store and finalize the search and order online.
- the French way of life does not coincide with the services offered in stores. Today, we consume everywhere and all the time (between two meetings, during lunch). In fact, the customer turns to e-commerce solutions that meet their expectations: immediacy, delivery and returns.
- the delivery and return solutions currently offered in stores are not adapted to these lifestyles: the average waiting time at the checkout is 11 minutes, this time is extended by 8 minutes when a delivery solution is implemented in place, almost 20 minutes of waiting.
- the checkout delivery solution then seems impossible to implement without degrading the quality of the customer experience.
How can we bring the benefits of e-commerce closer to physical stores, while taking into account the context and without degrading the customer experience?
Dandy, the e-commerce service solution in physical stores
Faced with these observations, Namizata MASSONAUD created Dandy, to allow all retailers to remain competitive in the face of e-commerce.
What is the concept ?
Dandy is a prepaid card, available in physical stores, that allows retailers to offer delivery, returns and exchanges in 1 click. Usable at all merchants registered on the platform, the dandy card now allows the customer to purchase in store and plan its delivery, return or exchange in complete autonomy from the mobile application.
Dandy prepaid cards operate with a delivery credit system valid for 1 year and are the responsibility of the customer. A solution which combines advantages for the small merchant, allowing them to offer qualitative solutions adapted to the context of the physical store and for the customer who can now use a solution adapted to their needs and organize the logistics themselves.
It is also available as a white label under the name “ Dandy by ". The card is then fully customizable in the colors of the brand and gives the possibility of offering logistical services of your choice.
This tailor-made solution allows the implementation of one-off or permanent campaigns (sales, end-of-year celebrations, Black Friday, etc.) in order to improve the customer experience in store. It is also a way for brands to reward loyalty, increase the average basket and differentiate themselves from the competition.
Fight against the desertification of businesses
Dandy aims to facilitate consumption in physical stores by offering solutions adapted to consumers and in particular helps to combat the desertification of businesses.
Moreover, the barometer 2019 " Delivery services: realities on the expectations of the French ", directed by SprintProject, GS1 France and conducted by OpinionWay highlights these new consumer expectations:
- some purchases are made either in physical stores or online:
- fashion equipment products (clothing, health, beauty): on the internet (58%), in stores (65%)
- new cultural products (books, music, shows): on the internet (56%), in stores (48%)
- new auto-motorcycle parts and equipment: on the internet (16%), in store (16%)
- they have the same requirement for return and refund solutions:
- when making a purchase in store, 13% of respondents consider the possibility of easily returning or exchanging your purchase to be decisive, and 15% when it comes to an online purchase
- When making a purchase in a 4% store, respondents consider the ease of reimbursement to be decisive. Same result when it comes to an internet purchase (4%).
- They favor delivery at checkout, which is still too rarely offered to them:
- on new home equipment products (furniture, decoration, household appliances): 37% uses delivery after an in-store purchase and 27% does not use it because it is not offered.
- on fashion equipment products (clothing, health, beauty): 11% uses delivery after an in-store purchase and 54% does not use it because it is not offered
For Namizata MASSONAUD, the added value for the customer and the retailer is significant: “Today, a brand that offers delivery and return solutions builds customer loyalty. Dandy offers these services without degrading in-store service because it is the customer who is responsible for organizing the logistics according to their expectations.”
Currently, Namizata and his team are looking for a brand to test the solution Dandy by on significant volumes.
To know more : my-dandy.fr
