JOANN, the nation’s category leader in fabric and sewing with one of the largest assortments of arts and crafts products, has extended its partnership with industry-leading location technology platform Flybuy to power its convenient shopping options. JOANN has utilized Flybuy for its Curbside Pickup program and is now expanding its use to power its Buy Online, Pickup In Store (BOPIS) solution. This new offering will streamline the entire purchase-to-pickup journey across channels and improve the customer experience.
Since the onset of the COVID-19 pandemic, JOANN has experienced a significant increase in demand for convenient pickup offerings. In managing the influx of online orders for store pickup, Flybuy has been an essential tool to deliver an exceptional service to every shopper.
"Flybuy has powered our curbside pickup program for years, which has enabled us to boost efficiency, reduce wait times, and ultimately increase customer satisfaction," said Drew Chamberlain, Director of Operations and CX at JOANN. “We are excited to expand our pickup program with Flybuy to include BOPIS and be able to monitor in-store, curbside, and delivery orders all in one place.”
With Flybuy, customers receive real-time notifications when their order is ready, and staff is alerted of their arrival while monitoring their journey to the store. This results in improved efficiency and productivity, freeing up valuable time for workers while improving the customer experience. Since introducing Flybuy, JOANN customers across the country now wait less than two minutes on average for their order, resulting in loyal, satisfied customers.
The Flybuy Dashboard, used by every JOANN store nationwide, is accessible on Team Members’ handheld devices. It features audio and visual notifications that alert staff when a customer is on their way to pick up their order and displays the customer’s selected pickup method, i.e. in-store or curbside. Upon arrival, the customer is provided with specific pickup instructions based on their pickup method and store location, making the entire process quick and seamless.
"We have worked with the innovative team at JOANN for years and are excited to expand the program,” said Marc Wallace, Co-Founder and CEO of Flybuy. "With the expansion of their BOPIS program, the customer journey is completely streamlined across all pickup channels, which will provide a flawless customer experience and drive repeat visits.” JOANN’s in-store and curbside pickup program, powered by Flybuy, is now available at all locations nationwide.
About Flybuy | Radius Networks
Radius Networks’ Flybuy platform helps restaurants and retailers generate repeat customers by implementing a comprehensive, turnkey, location-based system used in more than 50 countries. Flybuy uses proprietary machine learning and location AI to make operations more efficient and improve the guest experience. The Flybuy platform includes: Flybuy Pickup for curbside, in-store, and delivery driver pickup optimization; Flybuy Drive-Thru for drive-thru pickup and loyalty automation; Flybuy Dine-In for mobile ordering table service solutions; and Flybuy Notify for proximity-triggered marketing and engagement.
For 80 years, JOANN has inspired creativity in the hearts, hands and minds of its customers. From a single storefront in Cleveland, Ohio, the nation’s category leader in sewing and fabrics and one of the fastest growing competitors in the arts and crafts industry has grown to include 831 store locations across 49 states and a robust e-commerce business. With the goal of helping every customer find their creative Happy Place, JOANN serves as a convenient single source for all of the supplies, guidance and inspiration needed to achieve any project or passion.