CVS Sticks with Curbside

CVS/pharmacy recently expanded its Curbside pickup service to over 4,000 stores across the U.S., taking extra time to prepare for the surge in traffic to its mobile application that accompanied the move.High use overwhelmed the service as the expansion rolled out on Sept. 22, according to reports. CVS suspended Curbside and relaunched it four days later."Interest in CVS Curbside Pickup was greater than we expected during our soft launch phase. While we’re pleased so many customers were excited to use it, we briefly took the service offline to ensure the customer experience would meet our expectations before making CVS Curbside Pickup available on a national level. The rest of the features of the CVS Pharmacy app remained available to our customers as we adjusted the timing of the CVS Curbside Pickup launch," the retailer said in a statement emailed to the Institute.CVS originally piloted the service in roughly 355 locations six months ago. The number of users increased by 50% during each subsequent month of testing and saw a high rate of repeat customers, CVS chief digital officer Brian Tilzer told Business Insider.Locations offering Curbside promote it prominently with endcap headers and ceiling signs advertising a “run errands without running in” message. Supporting standees distribute explanatory pamphlets. An updated web page for the service offers a store locator showing where Curbside is available, a video explaining how it works, and an offer for $10 off a user's first Curbside transaction over $20. First introduced in the Atlanta, San Francisco and Charlotte, NC, areas, Curbside is now available in major markets encompassing Chicago, Minneapolis, Seattle, Boston, Los Angeles and Dallas, reaching some 40% of CVS’ 9,000 stores. Other retailers also work with the the third-party service, though CVS is the only one to integrate it into its own app.

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