Case Study: London Drugs improves omnichannel customer experience with WeSupply Labs

Managing Customer Experiences in an Omnichannel World

London Drugs, one of British Columbia’s most trusted retailers and a major seller of computers and big-screen TVs, needed help managing a complex omnichannel post-purchase experience. After replatforming to Salesforce Commerce and Kibo, the company struggled to sync order changes back into the storefront, especially for split orders and split shipments, and also needed a way to track deliveries from its fleet of drivers and bicycle couriers. London Drugs worked with WeSupply Labs, using products such as Branded Tracking Experience, Split Shipment View, and proactive notifications.

WeSupply Labs built a custom integration connecting Kibo, Salesforce, Corporate Courier, and Canada Post to provide a branded order lookup experience, support BOPIS and ship-to-home workflows, and send proactive SMS and email updates throughout the delivery journey. As a result, London Drugs improved customer visibility after purchase, created a more seamless pickup experience, and strengthened its overall omnichannel shopping experience. While no hard numbers were provided, the case study highlights a smoother, more connected customer journey across all fulfillment touchpoints.

London Drugs

Angela V.

London Drugs