Technology to optimise your click and collect offering.

The Liveli team hosted a virtual panel discussion on Thursday 25th November, addressing the topic of Click and Collect for retailers across Australia and New Zealand—a topical discussion as we begin to understand the true impact that COVID-19 has brought upon consumer behaviour. Moderator Sarah Butler, Marketing Manager at NGIS was joined by Liveli Account Manager, Deepika Raj, Andrew Maver, CEO and Co-Founder of Stockinstore, Kylie Williams Client Services and Partner Manager at eStar and Ian McPherson, Enterprise Sales Lead (ASEAN), Google Maps Platform. Throughout the course of the hour, the panellists discussed the effect COVID-19 had for retailers from the outset of the virus to the current instance where we have learnt to live with it

Click and collect early adopters

Andrew Maver shared his personal experience from the early adopters of Click and Collect. Representing a business that was purpose built for the streamlining of omnichannel retail, Andrew commented “we saw a great deal more from stores that had been planning to do click and collect..we saw them getting a lot more strategic with their operations.'' He continued “click and collect touches all parts of the business from financials, to stocking and customer service, so it’s important to get it right.” Some businesses had already begun a click and collect offering, although they weren’t doing it efficiently. One of the key challenges was inventory inaccuracies and getting regular, accurate inventory updates to staff and customers. Other businesses had thought about offering click and collect then the pandemic hit and they almost had no choice, having to pivot in order to survive. 

Innovation wins

From conducting a regular retail business model, with a brick and mortar shop front, to adopting click and collect overnight; retailers can be defined by their innovation during the pandemic. In fact, the innovation seen during this period has allowed retailers to thrive in some instances. The panellists discussed just how far this went with some retailers completely changing their product offering to suit demand, for example whiskey distilleries making hand sanitiser or taxi companies making deliveries.  


How can Liveli help retailers be more competitive? 

During the pandemic years, our relationship with online shopping has changed significantly; as Ian McPherson said ‘online has become our lifeline to the world.’ As a result, the use of Google Maps Platform integration in the omnichannel retail environment has risen too, with retailers focussed on the customer journey. However, the customer journey can be greatly disadvantaged by a clunky checkout experience or poor Google Maps integration. This is where our Liveli team of experts can help. As a Premier Partner of Google Maps Platform, we are proficient in helping you create the best online shopping and checkout experience for customers including: 

  • Address capture (Google Autocomplete), to help autofill address information 
  • Integrated Google Maps with store locator ability, helping customers to choose the closest store to them (Directions API) 
  • Real time visibility of stock levels 
  • Geomarketing and Geo Navigation Google solutions to help people reach the right parking spot or take the closest entrance to the shopping centre 

As a Google Maps Platform Premier Partner we can also offer you personalised support for whatever location problems you are experiencing. Our Liveli team can help you make better use of your API’s with our location intelligence and our specialist digital mapping expertise. 

Get in touch today if you would like to talk to one of our team about your retail business model. 

You can watch the full panel discussion at the link here.


About the author: Claire Wilson

Claire Wilson is the Marketing Coordinator at NGIS Australia Group. The group consists of location focused companies including NGIS Australia, Winyama, Liveli and EO Data Science.

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