Highlights from
Back to School
School List Service collection point at
Officeworks Ipswich 4-tier units ready to go to store from the North Rocks CFC
In the 12-month lead up to Back
to School in 2019, the business
was buzzing with great cross-
functional collaboration and
innovation, with every single team
member contributing to help
ensure its success. Some of the key
achievements this year included: our School List Service webpage,
generating $21.3m in revenue –
35 per cent up on last year. spiked during the 2018 BTS. This year,
Click & Collects over January grew
by 48 per cent to $16.8m in orders.
Back to School
Appeal supporting
The Smith Family To help support this impressive
increase, Merchandise ensured
we had enough stock ordered to
handle the demand, CFCs around
the country ensured they were on
top of all orders through continuous
improvements to processes,
Customer Experience implemented
more flexible payment options in-
store so customers did not need to
shop online to use AfterPay and
Zip Pay, IT were on-call to keep
our Click & Collect app up to full
functionality, Workforce Planning
used heat mapping for rostering
and where necessary had team
members dedicated to picking Click
& Collect orders throughout the day.
Without great collaboration,
communication and innovation
which happens in the 12-month
lead up, we would not have been
able to have such a successful Back
to School in 2019. Every person
within the business contributes in
one way or another to the Back to
School period. There were some key
achievements this year which we
want to highlight, including:
Four-tier units
A key initiative from Supply Chain
and Merchandise are the four-tier
units. You can read more about this
initiative on page 17.
School List Service
Our Retail Store teams processed
a record 70,000 booklists – an
increase of more than 25 per cent
on 2018. Advertising by the
Marketing team proved to be a hit
with 65 per cent more parents being
back to school smart and visiting
Our Retail Store teams collected
almost $700,000 in donations from
customers during Back to School to
support the Back to School Appeal.
Thanks to these generous donations
from customers, we are able to help
make bigger things happen for
1119 disadvantaged students.
Work by the Marketing team in
creating the collateral helped to
engage the team members and
customers with the appeal. The
move to talking about the donations
raised as number of students
supported, helped to put a face
to where the money was going.
Without keen team members
in-store, this record appeal would
not have been possible.
Preparing for
Click & Collect
A key take out from last year’s Back
to School was ensuring our stores
were better prepared for the increase
in Click & Collect orders as they
Record sales
During Back to School, we achieved
a notable percentage increase on
last year’s sales with an impressive
number of units sold and two record
trading days on 29 and 30 January.
Without the help of everyone in the
business, these amazing results
would not have been possible.
We look forward to seeing the
continuous improvements over
Back to School 2019!
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