Streamlining fulfilment & customer experience for Australia’s largest home entertainment retailer
Client
Capabilities
Key outcomes
Reduced costs from failed and returned deliveries.
Improved delivery satisfaction through better scheduling and communication.
Faster, more personalised staff-customer interactions.
Reduced wait times during peak sales events such as Black Friday and EOFY.
Increased sales in pilot stores, validating the solution’s impact on high-traffic trading.
Seamless, secure mobile payments, boosting customer satisfaction.
8-10% increase
in successful deliveries
Higher sales
and customer satisfaction during peak in-store events
Introduction
We partnered with a leading consumer electronics retailer to modernise their fulfilment and in-store experiences. Together, we delivered new digital solutions across delivery, point of sale, and Click&Collect, reducing costs and improving customer satisfaction. From streamlining bulky-item deliveries to equipping staff with mobile point-of-sale tools and redesigning order collection during COVID, our work helped transform critical customer journeys while boosting operational efficiency and sales.
The problem
Australia’s largest home entertainment retailer needed to modernise and streamline its fulfillment and sales processes. With rising online orders, bulky-item deliveries, peak-season traffic, and the surge of Click&Collect during COVID, the business faced inefficiencies that impacted both profitability and customer experience.
The organisation partnered with Restive to design and deliver new digital solutions across delivery, in-store point of sale, and order collection, ensuring smoother operations, reduced costs, and improved customer satisfaction.
Our partnership
Restive worked across strategy, service design, architecture, and delivery, helping the retailer address three critical areas of its operations:
Delivery optimisation
Assisted POS solution
Click&Collect transformation
Project 1: Delivery optimisation
We partnered with the business to reduce failed bulky-item deliveries and improve the customer delivery experience.
Our involvement included:
Blueprinting the existing process, mapping key technology and workflow pain points.
Aligning departments and processes to ensure delivery challenges were addressed holistically.
Designing and prototyping a new service experience, including an integrated SMS questionnaire for delivery partners.
Outcomes:
8–10% increase in successful deliveries.
Reduced costs from failed and returned deliveries.
Improved delivery satisfaction through better scheduling and communication.
Project 2: Assisted POS solution
To enhance in-store service and handle peak demand periods, we collaborated with the retailer to design and deliver an Assisted POS solution.
Our work included:
Designing and developing a Progressive Web App (PWA) that interfaced with existing POS and ecommerce APIs.
Equipping staff with Android PDAs and mobile devices to process payments anywhere on the floor.
Integrating staff-guideline features for discounts and promotions.
Outcomes:
Faster, more personalised staff-customer interactions.
Reduced wait times during peak sales events such as Black Friday and EOFY.
Increased sales in pilot stores, validating the solution’s impact on high-traffic trading.
Seamless, secure mobile payments, boosting customer satisfaction.
Project 3: Click & Collect transformation
During the COVID-19 lockdowns, the business faced an unprecedented surge in Click&Collect, contactless, and priority orders. We designed and launched a Collect App to give staff clear visibility and control over the process.
Our involvement included:
Blueprinting the existing collection process, identifying pain points for both staff and customers.
Engaging store teams to co-design solutions that worked during peak events like Boxing Day.
Concept, design, prototype testing, and beta rollout with refinement.
Outcomes for staff:
A simplified workflow with greater efficiency and reliability.
Real-time visibility of order status, making auditing and tracking easier.
Retirement of outdated and unreliable collection processes.
Outcomes for customers:
Clearer instructions and a smoother collection experience.
Improved digital stability and reliability.
Faster service during high-demand periods.
The result
Across delivery, point of sale, and Click&Collect, Restive helped the retailer modernise key customer journeys and operational workflows.
8–10% uplift in delivery success for bulky items.
Reduced operational costs from failed deliveries and outdated processes.
Higher sales and customer satisfaction during peak in-store events.
Streamlined Click&Collect, enabling staff to manage unprecedented demand during lockdowns and beyond.
This partnership delivered immediate operational and customer experience gains, while building the foundations for scalable fulfilment and in-store service in the years ahead.