SpartanNash was founded when Grand Rapids, MI-based Spartan Stores merged with Minneapolis, MN-based Nash Finch Company in 2013. Today, they are a global retailer, distributor and wholesaler spanning all 50 states and operating 147 nationwide supermarkets primarily under banner names Family Fare, Martin’s Super Markets and D&W Fresh Market.
Building an eCommerce experience is key to retailer success, and SpartanNash knew they had to get it right to stand up to competition. This meant finding an expert fulfillment partner that could own the eCommerce experience from order to pickup, reduce percentage of shorting/OOS/substitutions, and reduce customer order wait times.
When eCommerce came knocking on the SpartanNash door, the team sought out an experienced fulfillment partner. Upshop’s eCommerce Fulfillment provides a seamless, branded online experience for both customer and retailer. The Upshop team built out eCommerce functionality and support that matched with the retailer’s unique roadmap and long-term vision while improving day-to-day omnichannel operations.
Granular data visibility provided by Upshop helped SpartanNash significantly reduce the percentage of shorting/OOSs/substitutions during eCommerce Fulfillment and improve UPH by 30%. Upon implementation, the retailer was also able to cut customer wait time— how long a customer waits between texting they’ve arrived and actually receiving their order—from 5-6 minutes to 3.5.