How Animal Sapiens transformed Click & Collect with Smart Lockers

THE CHALLENGE

When collecting an order became a poor experience

Animal Sapiens was founded with a clear mission: to offer the highest level of care to pet owners and ensure the wellbeing of their animals. However, its order collection process was generating unnecessary friction that put that experience at risk. Clients lost time, staff dedicated resources to low-value tasks and unclaimed orders kept piling up without a solution.

Reserved orders without advance payment, leading to a high rate of abandonment and non-collection

Clients forced to wait while staff manually searched for their order in a physical cabinet

Unnecessary queues at the till to complete payment at the point of collection

Taken together, these challenges were compromising the shopping experience and pulling Animal Sapiens away from its core goal: being far more than a conventional pet shop.

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THE RESULT

Faster pick up, a more satisfying experience

Since deploying Columat's Smart Lockers, Animal Sapiens has completely transformed its Click & Collect operation. Clients pick up their orders autonomously, staff process deliveries in under two minutes and failed collections have dropped dramatically.

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+80%

Increase in customer satisfaction

-70%

Reduction in waiting queues for order collection

+45%

Increase in online repeat purchase rate

-75%

Reduction in failed or unclaimed orders

THE SOLUTION

An autonomous system that puts the client first

A ready-to-operate solution: modular, intuitive and scalable, that digitalises order collection and frees up the team to focus on customer service.

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Ultra-fast internal processing

Orders processed and placed into the locker in under two minutes, with no complex manual procedures

Automated client notification

The system automatically sends a QR code to the client as soon as their order is ready for collection

Autonomous pick up 6 days a week

Clients pick up their order whenever it suits them, Monday to Saturday from 9am, without depending on staff availability

Capacity for every order size

Compartments that handle everything from small accessories to large bags of pet food

CONCLUSION

The Click & Collect experience clients were waiting for

The deployment of Columat's Smart Lockers at Animal Sapiens demonstrates how a well-integrated technology solution can completely transform the shopping experience in the pet retail sector. What was once a slow, manual and frustrating process has become an agile, autonomous service that clients genuinely value. Animal Sapiens has managed to dramatically reduce failed collections, increase loyalty and free up its team to do what they do best: care for their clients and their pets.

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