Travel Retail Norway launches Click & Collect service

Challenge

Travel Retail Norway wanted to provide their loyal customers with an enhanced level of service beyond traditional airport shopping. The company recognized that modern travelers expect seamless digital shopping experiences, even in airport retail environments.

The challenge was to create a solution that could handle the unique demands of airport retail: high traffic variations, seasonal fluctuations, and major campaign periods, while maintaining an optimal customer experience across all Norwegian airports.

Solution

Pearl Group implemented SAP Commerce (formerly SAP Hybris) hosted on Amazon Web Services. The platform was designed to handle significant traffic variations and complex retail operations while delivering excellent customer experiences.

The implementation began with a pilot project at Stavanger airport in November 2016. Following positive customer response, the Click & Collect service expanded to all Norwegian airports by February 2017.

The solution integrated product information management (PIM), master data, order management, and customer accounts into a unified system. All products available in physical stores became accessible through the online platform, with seamless coordination between digital and physical retail operations.

Customer's benefits

The Click & Collect service has grown steadily since launch, with TRN achieving recognition as the world's largest Click & Collect supplier within the Heinemann duty-free chain. Customers can browse the complete product range online and pre-order items for collection at their preferred time during departure or arrival.

"Click & Collect has been very well received among our customers. This has proven to be a service that our customers find very useful. Within Heinemann TaxFree, TRN is the world's largest supplier in the area of Click & Collect services, and we are definitely proud," explains Thomas Aalerud, Web Manager at Travel Retail Norway.

The digital platform delivers value beyond immediate transactions. Customers can familiarize themselves with the product assortment before visiting stores, improving their shopping experience and decision-making. The digital master data foundation also enables additional innovations including digital shelf displays, self-checkout registers, and other digital retail elements.

The SAP Commerce platform provides the stability needed for airport retail operations. "Pearl offers a high level of security that has been excellent, including continuous monitoring and systems with 100 percent uptime," notes Aalerud, highlighting the reliability crucial for airport operations.

The partnership's success stems from Pearl's dual expertise. "To ensure that the project is a success for TRN, it is crucial to have a partner like Pearl, who does not only understand the system but also has the necessary insight and understanding related to retail and all e-commerce possibilities," Aalerud concludes.

Travel Retail Norway launches Click & Collect service

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