With roots dating back to 1915, Save-On-Foods has set the precedent for grocery retail in Western Canada. Their winning combination of great value and service — with an emphasis on local — has helped them expand across British Columbia and into the prairies. In 2014, they became the first grocer in the region to offer online shopping. That’s when they brought on Invoke as partners in their quest to boldly redefine their customer relationships.

The traditional grocery shopping experience is loaded with potential pain points. Customers must drive to the store, traipse through aisles overflowing with product labels, evaluate quality versus price, and stand in long queues. Meanwhile, grocers themselves are faced with a complex logistical infrastructure.

With online shopping Save-On-Foods sought to change all that — but how could their digital platforms facilitate the high level of quality customer experience their stores are known for?

Real Save-On-Foods customers told us that they flock to the store for its good value, great service, and local-mindedness, so we sought to accentuate these attributes through digital service delivery channels. During an extensive digital overhaul, we surfaced customer-centric features like one-to-one communication with their nutrition and pharmacy professionals, ensured the mobile experience was optimized for in-store use, updated the look and feel of the ecommerce experience, and prioritized personalized features and local content.

To help introduce loyal Save-On-Foods customers to online shopping, we crafted an onboarding experience that draws parallels between the online and in-store experience with unique, interactive tips for grocery delivery. And with a digitally-focused customer service initiative, we empowered shoppers to have an honest conversation with the Save-On-Foods brand.

Invoke and Save-On-Foods used data and technology to do what Save-On-Foods has been doing for over 100 years: put customers first. That’s what we call Going the Extra Mile.