Case Study: Dunelm achieves contactless curbside pickup and 2,500+ daily collections with JRNI

A Made to Order Solution

Dunelm, a UK-based homewares retailer with over 170 superstores and a leading ecommerce site, needed a contactless, seamless click-and-collect solution during the COVID-19 pandemic. After a comparative trial they expanded their existing partnership with JRNI, choosing JRNI Appointments features—notably curbside pickup (Deliver to Car), capacity management and virtual queuing—to replace the old phone-in collection process.

JRNI implemented curbside pickup, a digital occupancy counter and virtual queuing, rolling the Deliver to Car service out to all Scottish, Welsh and English stores in November. The JRNI-powered solution handled 3,300 pickups in the first weekend and now processes over 2,500 collections daily, with strong initial customer and colleague feedback and a simpler, faster omnichannel pickup experience.

Dunelm

Grace Henry

In-Store Service Project Manager