IKEA Amsterdam has launched a new in-store pick-up system, featuring two vending machines aimed at facilitating order collection. This system, part of a broader pilot program, seeks to improve the efficiency of the Click & Collect service and is integrated into IKEA's omnichannel strategy.
The system is designed to handle up to 480 orders per day, offering a more efficient method for customers to collect their purchases. It includes large vending machines for substantial orders and smaller Pick-Up lockers for minor items.
Image: IKEA pick-up machine behind the scenes / Ingka
The implementation of this system required significant changes at the Amsterdam store, such as the introduction of vertical storage solutions and a transition to self-checkouts. These adjustments have led to better utilization of store space and enhanced product accessibility.
Youssef Zouhair, Logistics Director at IKEA Netherlands, acknowledged the efforts of his team in adapting the store to accommodate the new system. Kevin Gamble, Country Digital Manager, noted the initiative as part of IKEA's commitment to enhancing its omnichannel approach.
The automated storage system has been used internally at IKEA locations in the United States and the Czech Republic and was first offered to customers at the IKEA Plaisir store in Paris in January 2022. Following its success, the system was introduced in Amsterdam, aiming to improve the efficiency of product collection.
Tolga Oncu, IKEA Retail Manager, emphasized the company's focus on catering to various customer preferences in collection options. Parag Parekh, CDO for IKEA Retail (Global), expressed optimism about the system's impact on customer service and IKEA's innovation trajectory.
