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Contactless Collection

As COVID-19 reshapes shopping habits, Publicis Sapient’s Contactless Collection solution helps retailers drive people to the store with digital collection and return experiences.



Contactless Collection

Uncertainty around the pandemic’s duration and regional government regulation has led to a prolonged recovery for retailers looking to increase foot traffic in physical stores. 

To accommodate new consumer behavior, retailers are taking a digital approach to contactless collection and returns, providing a safer environment for shoppers through easy-to-use mobile chat and messenger technologies. Accompanied by an integrated employee app, in-store workers are plugged directly into the buy-online-pickup/return-in-store (BOPIS) process, making real-time collection and return management seamless if changes occur in real-time. 

At Publicis Sapient, we work with retailers to develop an easy-to-use system that: 

• Offers customers control of their deliveries in a time where carrier service-levels have been challenged 

• Incentivizes customers to come to the store, while being conscious of social distancing concerns

• Reduces the time spent in collection/ returns with more effective communication between in-store employees and shopper needs 

Key features of the solution

Consumer app features

(Facebook Messenger/Whats App)

  • Initiate collection/ returns slots
  • Book /confirm/change slots using app
  • Notify arrival to store
  • Scan /collect/return smart shelf
  • Rate the collection experience 
Consumer App Features
Employee app features

Employee app features

 (Tablet/phone-based app) 

  • Informs arrival of customer 
  • Queues customers 
  • Notifies collection expiry 
  • Scan for collection 
  • Complete collection 


• Improved experience: We have found 90 percent of consumers prefer this experience over walk-in collection 

• Easy implementation: Seamless integration into the existing purchase journey 

• Ability to scale: Technologies can be expanded to use voice-based collection 



• Rapid implementation: 25 stores in 2-3 weeks, scaling to 150 stores in 2 months 

• Partnership with an innovative start-up with a proven solution or build based on retailers’ unique requirements 

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