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Woolworths Offers First On-Demand Omnichannel Experience Through Their Integrated Shopping App

Woolworths will become the first retailer in South Africa to offer an integrated omnichannel shopping experience through their app.  The upgrade will see the retailer’s two digital apps, Woolies Dash, its popular on-demand service, and the Woolies App, its main mobile app, integrate into one shopping platform, with a key focus on offering customers an elevated and richer one-stop shopping experience through a single touchpoint, further entrenching the retailers’ omnichannel dominance in the market. 

Woolworths offers three key online delivery modes based on customer preference – scheduled delivery (which has a broad regional footprint and allows for unlimited basket size), click and collect (which is free for customers) as well as on-demand Woolies Dash (convenient same-day shopping).

Woolies Dash has been operating as a standalone App as a start-up business process, however, with its exponential growth, Woolworths will now bring this service into its main App service offering, providing more of the enhanced features that regular online shoppers are used to.

“A seamless omnichannel experience is at the heart of strategy. Our customers have expressed their preference to have one App to do all of their Woolies shopping and manage their services. With over 1.8m users on the Woolworths App, it’s the world of Woolies in the palm of your hand,” said Liz Hillock, Head of Online.

The Woolies App is the most comprehensive retail app in the country, offering in-app shopping, barcode scanning, find-in-store features, Wrewards and Woolworths Financial Services, and has market-leading app store ratings.  Over 50% of the retailer’s already ecommerce sales emanate from the App, and this is set to accelerate further by introducing Woolies Dash on-demand into the main platform.

Some of the features that Dash shoppers can look forward to in the new integrated App include:

  • Three Woolies Food delivery options in one place- Scheduled delivery, Click and Collect and On-Demand
  • Access to online product promotions and the option to redeem WRewards vouchers
  • Wrewards and Myschool virtual cards and information
  • Product ratings and reviews
  • Personal shopper in-app chat
  • The option to add a tip at checkout
  • Order progress alerts and live driver tracking
  • Switch to fashion, beauty and home shopping direct from Woolies Dash
  • Full suite of Woolworths Financial Services
  • Inspiring daily content and access to store locator, barcode scanning to shop products or find-in-store

“Woolies Dash has grown incredibly fast; we’re running at 95% early and on-time deliveries and we’re focused on taking it to the next level. By integrating our Apps, we’re also making some core ‘backstage’ and operational improvements that will allow us to exceed customer expectations.  We’re also scaling our service to 100 stores across South Africa. We look forward to keeping our customers updated on our progress as we build out the best omnichannel service aligned to our vision of delivering The Difference – anytime, anywhere, anyhow,” adds Hillock.

To allow for a smooth transition, app transition will be in phases by store from 27 September to 06 October, with Woolies Dash no longer taking orders from 07 October 20220. Users can download the Woolies App on Google PlayStore and the Apple App Store to continue enjoying Woolies Same-Day delivery, Click and Collect, Scheduled Delivery and other services.

Woolworths will become the first retailer in South Africa to offer an integrated omnichannel shopping experience through their app.  The upgrade will see the retailer’s two digital apps, Woolies Dash, its popular on-demand service, and the Woolies App, its main mobile app, integrate into one shopping platform.

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