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Retail

Streamlining click & collect, at scale.

Kmart Australia partnered with Storeplay to redesign their contactless collection experience, doubling efficiency, reducing complaints, and building a process praised as world-leading.

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Overwhelmed by a pandemic.

Efficiency

Scalable, contactless flow

By moving to scheduled pickup windows via SMS, Kmart eliminated guesswork and chaos. Stores processed double the bookings with fewer errors and smoother logistics, no app required.

Satisfaction

Customers & Teams Aligned

With clear booking times and live arrival alerts, carparks were calmer, phones were freed up, and the team could prep orders in advance. Complaints dropped. Morale soared.

Recognition

World-Class Praise

Kmart’s new process was so effective that then-Victorian Premier Daniel Andrews described it as “world’s best practice.” Storeplay IQ’s AWS-powered backend ensured it scaled under pressure.

“Even as snap lockdowns came and went, we were able to remain trading, using the IQ platform to coordinate curb-side and contactless click & collect.”
40-1
Steve Stone

National Store Support Manager, Kmart Australia

The Problem

During Melbourne’s 11-week lockdown, Kmart Victoria stores faced huge click & collect volumes—up to 400 orders per store per day. The process relied on phone calls to alert staff of arrival. But the phone lines were jammed, staff were scrambling, and the carparks were in chaos. Steve Stone, National Store Support Manager at Kmart Australia explained that the system was overwhelmed. 

“The phones were continually engaged which frustrated their customer and the Kmart teams could not keep up with the volume of collections... The process was inefficient and not sustainable.”

The Solution

Kmart implemented SocialQ, powered by Storeplay IQ, to completely reinvent the experience. Customers received a “Book In Your Collection” link by text, selected a pickup window, and added their parking bay upon arrival. The system pinged staff in real time so orders could be delivered straight to the boot—contact-free.

“As we learnt more about the wider possibilities of SocialQ (now IQ), we ended up using the solution to streamline our click and collect booking process and made things incredibly easy for our store teams.”

“Beyond the technology, it was great to work with a company who prioritised our needs and were able to be flexible and agile as those needs changed.”

The Results

Kmart doubled its click & collect throughput while reducing stress for staff and eliminating customer complaints. With smarter queueing, proactive notifications, and cloud infrastructure (AWS Lambda and CloudFront), Storeplay IQ kept performance high under pressure.

 

Kmart is one of Australia's most trusted discount department store brands, known for everyday low prices and widespread accessibility. It operates hundreds of stores nationwide across a variety of categories.


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“The speed and efficiency with which they work helped us build and deliver a better customer experience and a more streamlined workflow internally.”
40-1
Steve Stone

National Store Support Manager, Kmart Australia

Product Highlights

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Storeplay IQ
Smarter queues, seamless pickups, and less stress for your teams.
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