Inditex´ s click and collect pickup solution

The world's largest fashion retailer uses Cleveron's robotics based click and collect parcel delivery terminal that turns manual in-store parcel delivery into automated pickup self-service

Inditex – the world's largest fashion retailer

Inditex is one of the world's largest fashion retailers, with eight brands (Zara, Pull&Bear, Massimo Dutti, Bershka, Stradivarius, Oysho, Zara Home and Uterqüe) and 7,490 stores in 96 markets around the world. 

In 2017, the integration of Inditex stores and online was a reality in a total of 49 of the 96 markets in which Inditex brands are present. The Group’s online sales grew by 41% in 2017, reaching 10% of the total, 12% in all the markets which have online presence. According to Inditex's 2018 results, online sales grew by 27% to €3.2 billion, reaching 14% of sales in markets with both a brick-and-mortar and online store. The evolution of the integrated store and online model is prompting the expansion of the Group’s online presence. As a result, all of the group’s brands will be available online worldwide in 2020.

Based on the commitment to offering their customers a shopping experience that meets the highest standards, Inditex develops new projects and technologies that allow them to offer better service. At this regard, Inditex decided to test Cleveron 402 – a robotics-based click and collect parcel delivery terminal that turns manual in-store parcel delivery into automated pickup self-service.

Click and collect challenge for retailers

As the end-consumers start to value time and convenience, more and more purchases are made online. Global online retail sales are growing and are estimated to reach 8.8% of total retail spending in 2018 as compared to 7.4% in 2016. The biggest challenge with growing online purchases is maintaining a high standard of customer experience through all its channels, ensuring fast and convenient client service. In click and collect experience, the weakest link is the last mile delivery, which presents several problems – growing logistical costs, shortage of storage space, growing workload for client service and additional labor costs.

The customer experience is declining due to the time the client has to wait for its parcel to be delivered to their home or at the cash register.

The solution 

Zara’s "buy online pick up in store" concept with Cleveron 402

Inditex has installed Cleveron’s robotic-based parcel terminal Cleveron 402  click and collect solution, offering Zara’s customers the possibility to pick up their purchases in-store in just a few seconds.

- When the customer places an order in and selects the store as the pickup point, he receives the order’s PIN and a QR code
- The customer gets notified when the order is fulfilled and ready for pick-up
- The customer enters the PIN or scans the QR code to the parcel terminal inside the store
- Cleveron 402 issues the online order to the customer within seconds

Customer experience

Using Cleveron 402 is intuitively simple for the employee who inducts the parcels, and also for the customer since they don't need any help from the store personnel. The procedure takes only seconds, ensuring a positive customer experience. The integration of online and physical presence is translating into an enhanced shopping experience for customers.


Cleveron 402 – the largest and fastest robotics-based parcel delivery terminal

Cleveron 402 is the world’s biggest click and collect pickup solution which can handle up to 3,600 parcels. The terminal sorts and organizes them optimally inside the terminal, accordingly to the package size.

  • Issues packages to the customers in seconds
  • Modular design offers flexible size solutions
  • Can be mounted inside the wall, so it is compatible with the interior design of the store
More about Cleveron 402

Proven results lead to rolling out more robots

Cleveron 402 parcel terminal was piloted in Zara’s A Coruña store in October 2017.

The success of the pilot ensured Inditex to use the same practice in their flagship store in London Stratford, which opened in May 2018.  The in-store click and collect is handled by two Cleveron 402's, which together can hold up to 2,400 parcels.

The famous Zara Vittorio Emanuele store in Milan has a Cleveron 402 which is covered with antique brass to match the renovated ultra-chick and luxurious look.
Inditex is continuing their efforts in combining offline and online shopping and ensuring a positive customer experience.

The success of this approach is also reflected in the group’s financial performance. Inditex’s CEO Pablo Isla has highlighted that the strength of the integrated store and online model, bolstered by continued innovation, is driving solid growth and notable job creation. (Inditex)

Read other case studies

In 2015, Walmart announced a new omnichannel strategy designed to drive sales growth by strengthening its e-commerce businesses.

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Latin American retail giant Falabella uses Cleveron’s parcel pickup solution to dispense their online orders. Cleveron 402 has opened a new road to success for Falabella, whose parcel pickup efficiency has increased by 800%.

View the case study

For additional information please send an e-mail

Tarmo Tamm

Chief Sales Officer

E-mail: [email protected]