Letting customers self-collect their orders is part of the brand’s bigger strategy to advance Online-To-Offline (O2O) commerce
11 July 2023, APAC (SINGAPORE) – foodpanda users can now complete their grocery shopping more conveniently with the launch of the pick-up feature in pandamart. Currently available in Hong Kong, Malaysia and Singapore, with plans to roll out in Bangladesh and Pakistan in coming months, the feature offers customers to self-collect their groceries, in addition to having their orders delivered – providing customers with more options and flexibility in how they receive their orders.
The launch of the pick-up feature is part of pandamart’s strategy to create a new shopping experience to cater to shoppers through O2O commerce. Studies* have shown that while customers are returning to physical stores post-covid, there is also an expectation for the online shopping experience to be enhanced, with easier user journey and a wider availability of options, – resulting in a seamless phygital way of shopping that will be what customers are increasingly looking for in future.
“pandamart has made it easier for people to shop for groceries now – customers can place an order at any time of the day, and have it delivered to their doorstep within the hour. With pick-up, customers’ experience on the foodpanda platform can now be complemented with a physical in-store experience, giving them more options in the way they shop and receive their orders that better suit their lifestyles and preferences.” said Julien Tessonneau, Senior Director of Quick Commerce (Q-commerce) at foodpanda.
The pick-up feature was launched in March this year, and is currently available in one pandamart store in Singapore, all pandamart stores in Hong Kong, and applicable for select items in all stores in Malaysia. While the online process for customers to opt for pick-up on the app is the same, the offline experience differs slightly in Hong Kong, where customers can also opt to self-collect their orders from a new O2O pandamart concept store launched in the buzzing neighbourhood of Sai Ying Pun. To attract browsing customers who frequent this busy shopping district, the store adopts an omnichannel retail strategy and contains a wide range of fresh and seasonal frozen food and drinks which customers can browse and place an order instantly.
Beyond making it even more convenient, the pick-up feature also makes it even faster for customers to receive their orders. In Hong Kong, customers visiting the concept store can place orders instantly and pick them up in as fast as 5 minutes. In Singapore and Malaysia, customers are able to self-collect their orders in as quickly as 15 minutes, making this the fastest online grocery service in the respective markets.
* Referenced from a Global Consumer Insights Pulse Survey conducted by PWC