"We opted forShopgate's omnichannel solution because it offered a state-of-the-art product solution for our needs. The most important thing for us was that the new software was able to solve the existing problems in the fulfillment process. To this end, we held a comprehensive workshop at our head office in Nuremberg right at the start of the collaboration. This allowed Shopgate to speak directly to the Shopgate was able tospeak directly to the people involved in the company and respond to our individual needs," says Thomas Weckerlein, CEO of Rudolf Wöhrl SE, which has almost 30 stores throughout Germany.
Shipping speed with ship-from-store
Wöhrl has always shipped its online store and marketplace orders directly from the stores to its customers. However, the existing software was too inefficient and error-prone for this, especially when processing when processing larger orders. Orders were not distributed to several stores in parallel, but processed one after the other. This unnecessarily increased shipping times in the past. However, various studies point out that speed of delivery is extremely important for customer satisfaction. For example, Statista reports in an analysis from 2024 that almost 90% of 18-29 year olds rate delivery within 2-3 days at the latest as important and very important.
In addition, there was no automatic rerouting of orders in the old system if, contrary to expectations, a product was not in stock in a store. The routing rules were too static - not automated and optional to set up individually as with Shopgate - and could not be changed at short notice and without adjustments to the code if necessary. changes to the code. In addition, the app could only be used on iPhones and did not offer sufficient support for barcode scanners.
Shopgate's ship-from-store solution was able to offer a flexibly customizable routing plan, automatic order splitting and order splitting and rerouting, Shopgate's ship-from-store solution problems. Since the introduction of Shopgate, the shipping times and the rate of article cancelations have been significantly reduced. The internal support effort has been reduced by reduced by approx. 50%.
Increased efficiency through return-in-store
In the past, online orders were returned to a store and distributed from there to the other stores. stores from there. The aim of the omnichannel solution by Shopgate was to break up this process and, under certain conditions, send returns back to the store that originally shipped the items. It should also be possible for customers to return the items directly to the store.
Since the introduction of the return-in-store solution, 35% of returns have been returned directly to the stores, which has reduced the costs for the previously necessary restocking of items accordingly.
Smooth and personal project process
The project started with an on-site workshop at the Wöhrl headquarters in Nuremberg, where the existing processes were analyzed and improvements discussed. The biggest challenge in the project was the size of the Wöhrl stores (up to 20,000 m2 sales area, spread over 5 floors). The picking process in the stores was then specially adapted to the local conditions so that the employees couldThe picking process in the stores was then specially adapted to the local conditions so that employees can find all items as quickly and easily as possible. It was also ensured that the processes for the online store and the marketplaces were as standardized as possible. The initial project with ship-from-store and return-in-store was implemented in less than 6 months. Subsequently, the Click&Reserve function was integrated into the online store within just 3 weeks.
"The project management was outstanding and everything was realized exactly as planned. We particularly appreciate the personal contacts who were always there for us and still are. We are already planning further projects and are already seeing significant improvements in our efficiency. A real added value for our company!" says Alina Horsun, Head of E-Commerce at Rudolf Wöhrl SE.
By implementing the Shopgate solutions, Wöhrl has significantly improved its fulfillment processes.improved.
Felix Förster, VP Customer Success at Shopgateadds: " Experiencing the direct success of using our solution live in the picking process in the store is a very positive experience. We are delighted that all stores have embraced and included digitalization so successfully, because we are not just talking about technology here, but also about change management."