Case Study: SpartanNash improves curbside wait times and eCommerce fulfillment with Upshop

SpartanNash Gains Superior Omnichannel Customer Service through Upshop eCommerce Fulfillment

SpartanNash, a national grocery retailer, sought a partner to enhance the eCommerce fulfillment side of its operations. The challenge was to improve the post-order customer experience by reducing substitutions, out-of-stocks, and long customer wait times for curbside pickup. To achieve this, they partnered with Upshop and implemented its eCommerce Fulfillment solution.

Upshop provided a seamless, branded fulfillment experience with granular data visibility. The solution significantly reduced the percentage of substitutions and out-of-stocks while also slashing the average customer wait time from 5-6 minutes down to 3.5 minutes. Furthermore, Upshop's technology improved associate efficiency, leading to a 30% increase in units per hour (UPH).

Spartannash

Matt Van Gilder

Director of eCommerce & Digital Experience