General News
22 March, 2023
Overhaul for delivery and order services
THE Terang and District IGA Co-Op has introduced changes to its order and delivery system this week in a bid to expand the popular services.
THE Terang and District IGA Co-Op has introduced changes to its order and delivery system this week in a bid to expand the popular services.
Terang and District IGA Co-Op chief executive officer Kevin Ford said orders and home delivery options had always been part of the store’s DNA, with staff having made bicycle deliveries to support the community in past decades.
In modern times the services have experienced substantial growth, notably during the COVID-19 pandemic as technology has streamlined online and over-the-phone shopping.
“We looked at our whole system and realised what we do had morphed from something which had started a long time ago, and there was no business planning behind it,” Mr Ford said.
“With the pandemic, that really accentuated the opportunity for customers to utilise delivery and click and collect services.
“Its growth helped our awareness, but it also impacted on our staffing in the supermarket when picking orders and determining who is receiving them.
“We decided the service needed to be far more efficient and I put together a group of staff who were involved in the service, and they set out the changes they felt were required to achieve a more efficient model.”
Changes made to the Co-Op’s revamped order and delivery service from this week include:
Home delivery and in-store click and collect orders have expanded to be available seven days per week, excluding public holidays;
Orders can be made and processed online at https://terang.myfoodlink.com/;
Existing fax and phone customers can continue using their preferred method to order, but online orders are preferred and will be prioritised;
All deliveries will incur a flat delivery charge of $8 for new customers, but the fee will be waived for existing customers for six months. From this week a standard charge of 15c per bag will apply;
Orders placed by 5pm the previous day will be available for delivery or collection each weekday morning;
Orders placed by 10am each weekday will be available for same day delivery or collection that afternoon;
Orders for delivery or collection each weekend will be available in the afternoon provided they’re placed by 5pm the previous day;
Home delivery will have a 50km radius of the supermarket, however further afield deliveries will be available at an additional charge.
Mr Ford said getting orders in the previous day would allow the business to gauge staffing numbers ahead of time, ensuring demands could be met without overwhelming rostered staff.
While deliveries will incur a direct cost now, he said the introduction of the fee was in line with charges retailers such as Woolworths and Coles were charging as corporate giants look to expand services to rural communities without opening stores or hiring locals.
“Our pricing when we implement those changes will be competitive with the market, it’s just that we’re not able to do it free of charge anymore,” Mr Ford said.
The satisfaction customers have with the delivery service was on display earlier this year when staff member Paul Hay was recognised at Corangamite Shire Council’s Australia Day Awards in part for his dedication to the community through the home delivery service.
Mr Hay said seeing the benefits of the service and the appreciation people had for increased accessibility to shopping was a positive.
“The community are really thankful and appreciate what we do,” he said.
“A lot of older customers are thankful for the service, so it’s a really good service to have to help make life a little easier for them.
“They appreciate it, so that’s the main thing.”