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Leroy Merlin (East) Successfully Adapts to the Surges in Online Demand

Home goods store transformed its operations to grow offline sales from 2% to 100% during the lockdown

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With 98% of sales done offline, Leroy Merlin was challenged to adapt its business to the restrictions brought by COVID-19. The company implemented a set of measures that helped successfully transition its business online:

- Transformed its brick and mortar stores to micro warehouses. For example, taking the best practices from its warehouses, the company changed the placement of the goods on shelves to facilitate the fulfillment of orders

- Implemented a system to estimate the delivery time based on real time transaction volume, which the customer could see at the checkout page

- Introduced a minimum order value in order to offer free delivery and control the volume of incoming orders

- Faced with a surge in incoming customer care calls, the company started to proactively inform the customers regarding the changes in their deliveries via text messages

- Contracted 3rd party transportation providers to scale up its delivery capacity, and developed a software to effectively communicate the size of goods to the carriers 

What is the need are you focusing on?

LEROY MERLIN supports people all around the world to improve their living environment and lifestyle, by helping everyone design the home of their dreams and above all, to achieve it.

What is the best example of business adaption you’ve seen in response to COVID-19?

-

What is your profession?

Customer Insights

Where are you located (country)?

USA

Where are you located (region)?

  • North America

Which industry do you work in?

  • Business/Consulting
  • Technology

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