Supermarket chain streamlines in-store ordering process

Customers of a large Dutch supermarket chain are able to order items in store to be collected later. When placing an order, the customer can be certain that the items they want will be available when they need them. We streamlined the ordering process with a Mendix application that was fully integrated with SAP S/4HANA. As a result, in-store orders do not interfere with standard replenishment.

What was the challenge?

In-store orders often involve large quantities for parties or other special occasions or specific items that customers do not want to miss out on. Retailers handle these orders as an additional service to customers. But this also helps the store, enabling the retailer to accommodate large orders and avoid being left with empty shelves.

When a customer placed an in-store order, the process was part paper and part digital. This meant that both the store and the employees lacked proper insight into the status of an order. In practice, multiple applications were used on various devices. Moreover, individual customer orders should also show up in SAP. This process is known as ‘principal propagation’; although it may sound simple, it isn’t.

What solution did we deliver?

We completely digitalised the in-store ordering process from start to finish. Now, only one application is needed, and this is fully integrated with SAP. The process starts in the store when the order is placed. Staff are able to make changes to the order if necessary.

The Mendix application displays all relevant information at a glance: it shows outstanding orders, the date of receipt, collection time and whether the order has been collected. Staff know exactly when they need to deal with an order and leave it ready for collection. Has the order been collected, or did the customer not turn up? Both options can be recorded in the application so that the retailer maintains a complete overview of the status of customer orders and the percentage collected.

Where did the complexity lie?

Dealing with customers’ orders sounds simpler than it is. It’s not just a question of making sure that the items ordered are delivered at the agreed time; it is important to accomplish this in addition to normal replenishment because, otherwise, other customers who have not placed an order might end up looking at empty shelves. There are also perishable goods with a limited shelf life, products that are not part of the standard range and items that are not available or that you simply can’t order at all.

The continuous syncing of SAP and the Mendix application added another layer of complexity. SAP records the characteristics of different products and the range carried by each individual store. The application uses this information to determine the earliest possible collection time. It then communicates the order and the collection time to SAP, which processes the order and responds with delivery times for each item. Staff can then see when they are able to pick a certain order. And, finally, the application communicates the order’s collection status to SAP.