from a customer standpoint,” Dixit said.
“Underpinning all that is to make the right
decisions for customers using our drivers,” he
continued. “So we’re investing in technology
that’s going to enable the driver to make a
better decision more often.”
Can’t Phone It In
Keeping up with e-commerce demands has
also challenged the culture of brick-and-mortar retailers. In a separate presentation at the
Home Delivery World event, Lee Lambeth,
director of e-commerce operations for Lowes
Foods, discussed how the Winston-Salem,
N.C.-based food retailer needed its workers
to understand the importance of e-commerce
to properly meet the demand for it.
Though Lowes has plenty of experience
prepping orders on behalf of shoppers—
its e-commerce business grew out of a
phone-order service—the volume of electronic orders put a strain on stores and challenged pro;tability, Lambeth said. Solving
Technology/Delivery Solutions Technology
LEF T Grocery delivery problems are
inevitable, says Nimish Dixit of Fresh
Direct, so retailers need to anticipate them.
BO T TOM At Lowes Foods, operators had
to embrace e-commerce to support it, Lee
it’s tough to be
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the issue required the organization to come
to terms with the growing importance of providing e-commerce and the need to approach
ful;llment more e;ciently than it had in the
“When operators began to see that more
and more of our business was not going to
the traditional register, and they were seeing
less and less foot tra;c in stores, they began
to get concerned. Support wasn’t really where