Customer Click and Collect Journey

In this article, we'll walk through the typical customer journey for Click and Collect (CC) using the Fluent Standard Order Module and CC Order Workflow illustrated below:

1 - Click and Collect

The customer journey begins with the customer adding products to the shopping cart and checking pick-up location ETAs: Fluent Order Management checks availability and ETAs using the fulfillment option request via the Availability module.

Customer selects pick-up location:

• A Click and Collect Order is placed from the e-commerce site to Fluent Order Management and becomes available for viewing on Fluent OMS.

Once the order has been placed:

• Fluent checks the inventory availability of all the items in the Order.
• Upon checking that inventory items are available,  Fluent creates the relevant fulfillment and subsequently reserves those items at the Store.
• The fulfillment is then able to be viewed in Fluent Store, and the store staff is then able to pick, pack, and label the order. 
• After the labeling process, the customer is notified that their order is now ready for collection. 
• The customer can then walk into the store and show their notification to the store staff, who can then mark the order as Collected.
• This collection process enables the Order to be marked as Completed.

2-Home Delivery / Ship-from-Store

The customer journey begins with the customer adding products into the shopping cart and checking pick-up location ETAs:

A Home Delivery Order is placed from the e-commerce site to Fluent Order Management and becomes available for viewing on Fluent OMS.

Once the order has been placed:

• Fluent will check the inventory availability of all the items in the Order and create the relevant Fulfillment(s) It will subsequently reserve those items at the Locations (Warehouse and/or Store).
• The store Fulfillments are then able to be viewed in Fluent Store and the store staff is then able to pick, pack and label the Order.
• At the label stage, the relevant courier is booked via integration from within Fluent Store.
• After the labeling process has been completed, the Order is now ready for collection by the courier.
• The Courier collects the Order from the Store and/or Warehouse and the is marked as collected.
• This Collection process enables the Order to be marked as completed and also notifies the customer that the order has been dispatched with the relevant courier tracking number.

3-Home Delivery (Ship-from-Warehouse)

It's also possible for the Home Delivery orders to be fulfilled by a Warehouse, with the main difference being seen in the flow for an additional integration to allow communication between warehouse systems and the Fluent platform.

Typical flow once the fulfillment is created for the Warehouse and the Inventory is reserved:

• Fluent sends a Webhook (an outbound message) from the Home Delivery Order Workflow with a Fulfillment Request to inform the Warehouse what it needs to pick for the order.
• Warehouse will send an acknowledgment message back to Fluent to confirm the Fulfillment request message has been received.
• Warehouse will update the Order Workflow when the order has been picked, packed, and dispatched. The information is sent into the platform via an Event using the Fluent Event API. 
• Each event received by Order Workflow will update the Order to reflect the change in status, e.g., PICK & PACK status.
• Once the Order has been picked, the Fulfillment status will be updated to Fulfillment FULFILLED, and the Order status will be PICK&PACK. 
• Fluent Order Workflow will then send an event to the Inventory Catalogue Workflow to deactivate the Inventory Reservation type and create a new inventory type of SALE.