How Falabella increased their  parcel collection efficiency by 800%

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The Retail King of Latin America

Falabella is the leading online and offline retailer in Latin America with three main business ventures: Falabella, Tottus and Sodimac.

Falabella has more than 500 stores and 45 shopping centres across Argentina, Colombia, Peru, Chile, Uruguay, Brazil and even as far north as Mexico. Altogether, their operations cover retail, home and construction products, supermarkets, electronics and beauty.


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The Starting Point  – Global Parcel Chaos

E-commerce and omnichannel are not futuristic concepts anymore. Having an omnichannel strategy or just a simple online store has become a staple in any business industry, whether it’s retail, logistics or the public sector. This has been driven by today’s customers’ needs and wants, who have put speed and convenience at the forefront of online shopping.

In 2022, worldwide e-commerce sales are expected to exceed $5 trillion for the first time, accounting for more than a fifth of overall retail sales.

With the growing number of online purchases, new problems arise with the logistics of getting orders to customers – endless piles of parcels, long lines and no delivery couriers. Meeting customers’ standards and maintaining a good shopping experience is vital, but truthfully, it’s not possible with the old, traditional way of last-mile delivery. In addition, the COVID-19 pandemic added another layer to the customer experience. Orders need to be handed over in a safe, contact-free way to protect both employees and customers.
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“Mobility restrictions, combined with the near full closure of physical stores, increased the number of online transactions and home delivery orders to unprecedented levels, which led to record growth in transactions on our e-commerce platforms. This resulted in more than 30 million orders delivered in 2020 in the region, four times more than in 2019. This stressed our logistics infrastructure and saturated our distribution networks, which affected our service levels.”
Gaston Bottazzini
CEO, Falabella
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Driven by Innovation

Falabella puts its customers at the heart of their decisions. Their main goal is to transform the customers’ shopping experience by implementing unique and innovative omnichannel strategies. Part of their omnichannel strategy is bringing the physical and digital realms together to create the best solutions for their customers.

One main reason why Falabella has to find the most efficient solutions on the market is that they are no strangers to high parcel volumes.

In just the second quarter of 2021, Falabella shipped almost 10 million home delivery orders within the region. The number is up 12% compared to 2020.

Falabella operates through different sales channels, such as their brick and mortar stores and their marketplace Falabella.com, so the amount of online orders is unfathomable. Gaston Bottazzini, Falabella’s CEO, on the performance of their business:
“During the second quarter [of 2021], our omnichannel platform reported a total sales growth of 79% in the region (e-commerce and physical stores). Our e-commerce platform achieved an online sales record, with GMV of US $1.2 billion, representing growth of 38% year-over-year.”  
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Did You Know?

While the largest number of Cleveron's solution can be found in our native Estonia, our robots have formed a hub on the other side of the world. Chile’s capital Santiago is the most densely populated city in the world with Cleveron’s robots.
As of 2022, Santiago has 14 robots installed across the city.
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The Result – an 800% Increase in Parcel Collection Efficiency


As per their new omnichannel strategy to bring physical and digital together, the next logical step was to find the most convenient solution for them and their customers. No service counter can be as efficient as a parcel locker or robot, so they turned to look for the best solution to automate the most time consuming and expensive part of their last-mile delivery.

Cleveron and Falabella started their cooperation in 2019 to further strengthen, innovate and automate Falabella’s new omnichannel strategy. The first click & collect parcel pickup point, Cleveron 402, was installed in the Los Dominicos Shopping Centre in Chile’s capital Santiago. As of this year, there are already 26 Cleveron solutions in Falabella and its subsidiaries with more to come in the future.

Falabella saw immediate success with the automated click & collect solution. Since 2019, parcel collection through their Cleveron 402 parcel terminals has grown 66%, and during the holidays, the deliveries go up by 210%. 

An average parcel pickup with Cleveron 402 takes around 10 seconds, which according to Falabella, has increased their parcel collection efficiency by 800%. (2021)

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800%
increase in parcel collection efficiency
60%
of parcels are collected through their Cleveron 402 terminals
210%
increase in parcel deliveries through their Cleveron 402 terminals during the holidays
26
Cleveron 402's at Falabella
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“[In 2020] we achieved significant growth in e-commerce and Marketplace sales. The remarkable impact on our long-term sustainability is that these digital sales were achieved using our own solutions, which maintained a direct relationship with the customer, without intermediation.” 
Carlo Solari
Chairman of the Board, Falabella
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How Did We Do It?

Falabella uses Cleveron’s fastest and most efficient solution to automate their in-store parcel click & collect, the Cleveron 402 parcel robot. The parcel robot can handle 100-3000 parcels per day, making it the quickest, most seamless and convenient click & collect solution on the market.

The robotic solution helps Falabella to:

  • store, sort and dispense a high volume of parcels

  • enhance their omnichannel journey with fast parcel click & collect

  • save expensive floor space in stores 

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Did You Know?

Kersti Kaljulaid, the former president of Estonia, visited the very first store in Santiago, where Cleveron installed its first robot in South America. During her visit, she tried out the Cleveron 402 parcel robot, which offers a fully automated parcel pickup service to Falabella’s customers. The solution was the first of its kind in Chile.



Read other case studies

Walmart’s click and collect pickup solution in the USA

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Inditex´ s click and collect pickup solution

The world's largest fashion retailer uses a robotics-based click and collect parcel delivery terminal that offers the customers a fast and intuitive self-service pick-up system on stores. Inditex enhances shopping experience by integrating stores and online, eliminating any boundary to fulfill the customer expectations.

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For additional information please send an e-mail

Tarmo Tamm

Chief Sales Officer


E-mail: [email protected]