![]() American Eagle customers simply designate when they’re on their way to begin a trip. With Radar’s turnkey trip’s dashboard installed on in-store tablets, associates can see live ETAs throughout a customer’s trip. Instead of having to integrate solutions from several vendors, American Eagle was able to solve their customer experience needs with one partner.Īmerican Eagle powers seamless curbside pickup experiences with Radar. Radar was able to provide American Eagle a solution for their multiple use cases in one location platform: 1) trip tracking for order ahead and pickup to notify staff when customers are on their way 2) accurate geofencing to power an in-store app mode that offered a self-checkout option. In working towards a new solution, the team recognized a major opportunity to drive customer satisfaction and retention: targeted offers and experiences through their app. Store associates struggled to locate customers in parking lots using only the customer’s initial description of their parked location – a challenge exacerbated for American Eagle, as many of their locations are in malls and shopping centers.Īmerican Eagle realized they needed to find a more efficient way for their store associates to fulfill curbside pickup orders and promote safety for customers who chose to come into the store, and they needed to solve this problem fast.Staff were unaware of when customers were arriving and unable to prioritize orders based on pickup times.Customers had difficulty finding the curbside pickup locations and complained about long wait times.The original solution for order pickups fell short of American Eagle’s standards for customer experience and posed a number of operational challenges: With these new options, customers could place an order online, receive an email when the order was ready, and either pick up the order in-store or call the location to have the order delivered to their car. In the midst of the COVID-19 pandemic, American Eagle wanted to provide a seamless shopping experience for both in-store and buy online, pickup in store (BOPIS) customers. In 2020, American Eagle began expanding options for customers to pick up orders in-store and at curbside.
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