A national Australian specialty retailer with 30+ stores, 2 distribution centres, and a high-growth eCommerce channel
Building Click-and-Collect Across 30 Australian Retail Stores
Click-and-collect live across 30+ stores
The Challenge
Every online order shipped from a central DC regardless of customer location. Perth customers waited 4-5 business days. Stores carried inventory that wasn't available to online customers. The webstore showed aggregate "In Stock" / "Out of Stock" with no store-level visibility.
Click-and-collect had been requested for over a year but the data challenge was the blocker: 30+ locations with independent stock, variable store capacity for pickups, transfer order logic when the nearest store didn't have stock, and unreliable email-based notifications for store staff.
Our Approach
Extended the existing integration architecture with four components:
Store Stock Feed — Availability sync exposes per-location inventory to the storefront. Each store is a supply channel with its own inventory entry. Frontend shows "Available at [Store Name]" with real-time counts via postcode store finder.
Fulfilment Routing — BOPIS order triggers a Celigo flow evaluating the selected store's stock. If available, creates a NetSuite sales order against that location. If insufficient, checks adjacent stores and creates a transfer order. Falls back to DC fulfilment if no nearby store has stock.
Store Notifications — Replaced email with a structured webhook system. POS receives pickup notification with order details and customer name. Staff confirm readiness via a mobile-optimised page, triggering customer SMS notification.
Capacity Management — Configurable daily pickup cap per store (NetSuite custom record). Storefront checks capacity before offering C&C as an option.
Key Metrics
Stores with C&C
Before
0
After
30+
Avg pickup readiness
Before
N/A
After
2-3 hours
Store stock visible online
Before
Aggregate only
After
Per-location, real-time
Notification method
Before
Email (unreliable)
After
Webhook + SMS
The Outcome
Launched across all 30+ stores in 8 weeks. Customers see real-time stock at nearest stores. Pickup readiness averages 2-3 hours. Customers collecting in-store frequently make additional purchases during visits. Store staff report the structured notification system is a major improvement.
“Customers had been asking for click-and-collect for over a year. Delivering it across every store in 8 weeks exceeded expectations.”
— General Manager - Retail