American Eagle Enhances Customer Experience with Radar's IoT Solutions
Technology Category
- Sensors - Autonomous Driving Sensors
- Sensors - GPS
Applicable Industries
- Electrical Grids
- Retail
Applicable Functions
- Procurement
- Product Research & Development
Use Cases
- Geofencing
- Retail Store Automation
About The Customer
American Eagle is a leading global specialty retailer offering high-quality, on-trend clothing, accessories and personal care products at affordable prices under its American Eagle® and Aerie® brands. The company operates more than 1,000 stores in the United States, Canada, Mexico, China and Hong Kong, and ships to 81 countries worldwide through its websites. American Eagle and Aerie merchandise also is available at more than 200 international locations operated by licensees in 26 countries.
The Challenge
In 2020, American Eagle began expanding options for customers to pick up orders in-store and at curbside. Amid the COVID-19 pandemic, the company aimed to provide a seamless shopping experience for both in-store and buy online, pickup in store (BOPIS) customers. However, the original solution for order pickups fell short of American Eagle’s standards for customer experience and posed several operational challenges. Customers had difficulty finding the curbside pickup locations and complained about long wait times. Staff were unaware of when customers were arriving and unable to prioritize orders based on pickup times. Store associates struggled to locate customers in parking lots using only the customer’s initial description of their parked location – a challenge exacerbated for American Eagle, as many of their locations are in malls and shopping centers. American Eagle realized they needed to find a more efficient way for their store associates to fulfill curbside pickup orders and promote safety for customers who chose to come into the store, and they needed to solve this problem fast.
The Solution
Radar provided American Eagle a solution for their multiple use cases in one location platform: trip tracking for order ahead and pickup to notify staff when customers are on their way and accurate geofencing to power an in-store app mode that offered a self-checkout option. With Radar’s turnkey trip’s dashboard installed on in-store tablets, associates can see live ETAs throughout a customer’s trip. American Eagle customers simply designate when they’re on their way to begin a trip. Radar takes over from there, notifying associates when customers are on their way, then again when the customer arrives. With Radar’s geofencing technology, American Eagle also added a self-checkout feature within their app, providing a delightful and efficient in-store shopping experience. The accuracy of Radar’s geofences meant that American Eagle could successfully gauge entries and exits into their stores. After deploying this project with Radar in September 2020, American Eagle had development completed by their target deadline in November 2020.
Operational Impact
Quantitative Benefit
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