Case Study
Creating a Top-of-the-Line Drink Delivery Service for SIP Drinks
Elite mCommerce got the opportunity to develop a beverage ordering app for Sip Drinks, a leading seller of wines and other drinks in Botswana. Selling alcoholic beverages online is a growing field that can be extremely profitable, making it cost-effective to offer delivery. We assessed their needs for an online delivery solution and created a mobile app according to their specifications. EMC provided them with a mobile drink ordering app with accessible delivery options and great customer support.
Challenges
Adding a mobile approach to a growing business model
The client wanted an online delivery service for wine, cider, beer, and spirits that could be developed for an affordable cost. After discovering Elite mCommerce through an online search and determining that EMC could offer the features they needed at the right price, Sip Drinks contacted Elite mCommerce. EMC assessed their goals and priorities so we could develop an app that could serve their customers effectively. We proposed our $99/month Elite Grove plan based on their needs.
The client determined the challenges they were facing:
- They needed to be able to offer delivery to their customers in the Gaborone area of Botswana within local liquor trading regulations.
- App usage and ordering needed to be restricted based on store locations within delivery and pickup range of customers. Orders need to be restricted to within a limited area.
- Delivery needs to be limited to certain times to make delivery efficient and comply with legal ordering hours under liquor regulations.
- Since customer support was a priority, they wanted in-app features for communicating about customer service issues, receiving customer feedback, and managing complaints received from customers about issues with orders or delivery.
- The app needs an effective way to calculate shipping costs based on the size of orders.
Solutions
Delivery Timeslots and Range Restrictions
The app can set a delivery range based on distance and area codes, then access the customer location for a serviceability check to determine if customers are within delivery range.
To address scheduling deliveries and pickup, we enabled delivery timeslots. The store owner can set when delivery is available and offer certain slots for customers to select. These delivery slots also need to be offered within certain hours when it is legal to sell alcohol in the area, which is essential for this business.
Customer Support
Solution: EMC offers several methods of communication between the app’s owner and its users. The app implemented real-time 2-way chat so customers can reach out through the app if they have questions and the store can contact customers if the staff needs to update them about their orders. This app also offers call-based support availability so customers can call Sip Drinks directly for customer support and get immediate responses during their operating hours.
Shipping Cost Calculations
We implemented table rate shipping to calculate shipping costs based on a table of different conditions, such as price, weight, item count, or delivery distance. This lets the vendor customize how they charge for different beverages and packages.
Data Collection and Analytics
EMC implemented Google Analytics to track important data related to how the app is used. Sip Drinks can use this data to better understand their customer behavior and improve their service.
Outcome
Following the successful launch, we communicated with the client about how the app was working, and they requested the addition of several features.
- An in-store pickup option
- Table rate shipping to set different rates for different states within the service area.
- Google Analytics to improve their understanding of the app’s traffic and downloads.
The app was a success; the client told us that it led to a considerable increase in sales due to online orders, which had a positive impact on their overall business. Sip Drinks was highly satisfied with the final product. Rolland from Sip said: “Great value and excellent customer support.”
Key Takeaways
This case demonstrated the potential of Elite mCommerce mobile apps for beverage delivery, showing that liquor stores can benefit from our experience with grocery and restaurant apps. Online alcohol delivery is valued highly by customers.
Customer service was a priority feature in this project; we pushed to add effective communications features into the app that were user-friendly, so Sip Drinks could respond to complaints and keep customers notified about their deliveries. Due to the obstacles to getting customers to use an app, keeping existing customers happy is incredibly valuable.
Elite mCommerce hopes to apply our experience to serve other businesses in the liquor industry with great mobile apps, so we can help brick-and-mortar businesses get online swiftly to increase sales and build their customer base.