Onfleet > Case Studies > Harmons' On-Brand eCommerce Experience with Onfleet and ShopperKit Integration

Harmons' On-Brand eCommerce Experience with Onfleet and ShopperKit Integration

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Technology Category
  • Application Infrastructure & Middleware - Data Exchange & Integration
  • Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
  • Retail
  • Transportation
Applicable Functions
  • Logistics & Transportation
  • Procurement
Use Cases
  • Last Mile Delivery
  • Retail Store Automation
Services
  • System Integration
About The Customer
Harmons is a Utah-based, family-owned business that has been operating since 1932. It has 19 locations and is committed to providing the best products and quality food from all over Utah, both in-store and online. The company is dedicated to customer care and has integrated with Onfleet and ShopperKit for eCommerce fulfillment in four of its stores. Harmons is focused on maintaining brand loyalty through shopper-centric processes and is keen on taking care of its customers by providing a simple, efficient, and delightful shopping experience from the time an order is placed to the time it’s delivered.
The Challenge
Harmons, a family-owned and locally run business since 1932, with 19 locations in Utah, was faced with the challenge of developing an eCommerce solution for online order delivery. The company was concerned about outsourcing to a third-party service due to the potential disconnection from the shopper and the erosion of the trust their brand had built over time. The key challenge was to bring delivery in-house while remaining autonomous in the process. Harmons wanted to maintain brand loyalty through shopper-centric processes and needed to address the third-party challenge.
The Solution
Harmons found its solution in ADC’s fulfillment solution, ShopperKit, which provided the capability of smoothly integrating with a best-in-class third-party delivery logistics provider, Onfleet, while maintaining a strong retail brand. By establishing an integration partnership with Onfleet, ShopperKit could offer intuitive, seamless, and effective delivery logistics to their clients. This ensured the eCommerce process was optimized from order, to fulfillment, to delivery, while delighting the shopper. The combined ShopperKit/Onfleet solution allowed Harmons to own the eCommerce process, adapt quickly when errors arise, and maintain clear communication between customer and carrier.
Operational Impact
  • The integration of ShopperKit and Onfleet into Harmons' eCommerce system has resulted in a number of operational benefits. The most important value of the combined solution is owning the eCommerce process. This has allowed Harmons to maintain brand visibility and customer loyalty. When errors arise, quick responses and resolutions are critical to maintaining shopper satisfaction. The solution also provides clear communication between customer and carrier. Customer accessibility plays an integral role in the success of these partnerships. Through an intuitive user interface, order delivery is smooth and familiar. This brand visibility helps maintain customer loyalty, and through Onfleet and ShopperKit’s partnership, shoppers can be sure the order inside that Harmons van is fresh, accurate, and delivered with care.
Quantitative Benefit
  • Harmons has been able to track more valuable KPIs
  • Harmons has seen an increase in order volume
  • Harmons has experienced a significant decrease in negative customer feedback on order delivery

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