Increased Web Sales and Improved User Experience for Banner

Challenge: Enhancing Click & Collect Service

Banner Ltd, a specialist in school uniforms, needed to improve customer satisfaction during peak Back to School seasons. With most sales occurring between June and September, they recognised the need for an efficient click and collect (C&C) service to replace their existing system and meet evolving customer expectations.

Approach: Agile Delivery of a Critical Solution

PMC was tasked with developing and implementing a robust C&C solution within a tight six-week timeline. Leveraging their expertise in customer experience transformation, PMC swiftly designed and tested a solution tailored to Banner's needs.


Solution: Streamlined Click & Collect Experience

PMC’s solution streamlined the C&C process and addressed visibility issues in Banner's previous online ordering system. By providing real-time updates on order status and proactive notifications for collection, Banner minimised customer queries and enhanced operational efficiency.


Outcome: Operational Efficiency and Customer Satisfaction

PMC’s C&C solution immediately boosted web sales and eliminated operational issues during the critical Back to School period. Customer service improvements were notable, reducing the need for additional hires and saving costs for Banner Ltd.


Key Stats:

- Rapid deployment: Solution developed and deployed within six weeks, meeting peak trading demands.
-Improved customer visibility: Real-time updates and proactive notifications reduced customer queries.
- Operational savings: Eliminated the need for additional customer service hires, resulting in significant cost savings