SM Store's delivery service posts double-digit growth

Published August 24, 2021, 2:36 PM

by James A. Loyola

SM Retail, a unit of SM Investments Corporation, reported double-digit growth in sales from the SM STORE’s “Call to Deliver” service.

In a statement, the firm said this proves that they are able to deliver the convenience, range and high service levels that customers expect of SM.

The growth of the concept amid the pandemic was brought about by its personalized approach in online shopping which is part of SM’s continuing shopping innovation to adapt to the current situation.

“Even before the pandemic, The SM STORE made sure the customer continued to have a positive store experience,” SM Retail President Ponciano C. Manalo said.

He noted that, “Call to Deliver gives you that element of human interaction that is very important to the Filipino. We are able to offer a more personalized store experience through Call to Deliver.”

Call to Deliver, SM STORE’s hybrid and safe shopping service, is available through #143SM, Facebook Messenger and Viber. It allows customers to chat with store personal shoppers and have their items delivered right at their doorstep or picked up in-store.

This shopping innovation, which delivers its brand of service through online platforms, has been steadily growing as it merges personal in-store shopping with video call services and instant messaging apps for a more personalized approach.

The Call to Deliver service has also been adopted by SM’s other retail operations and affiliates.

“This is in recognition of what the customers need or want and being able to immediately offer a unique form of shopping for those having a hard time pivoting to online formats,” Manalo said.

During the enhanced community quarantine (ECQ) from August 6 to 20, the SM STORE also offered free delivery service to ECQ areas for a minimum single-receipt purchase. Discounts were also made available to COVID vaccine card holders via #SMCalltoDeliver.

Items purchased are delivered directly to shoppers’ homes, set aside for in-store collection or brought outside for curbside pick-up. They were made possible by partnering with third-party delivery companies.

Through the mall’s various tenant support initiatives that mobilized tricycle and taxi operators and even bicycle riders as fulfillment partners, SM provided critical delivery services especially in provincial areas for various tenant transactions including those done through the Call to Deliver service.

“We will continue to evolve and be where our customers want us to be. SM Retail is investing a lot in technology to ensure the best delivery and most convenient service for an enhanced customer experience,” Manalo said.