My Crossroads Mobile App

Main articles:

• Mobile Applications
• CRM (Customer Relationship Management System)

2021: Integration of Express Scan into the mobile application of the network

On October 18, 2021, the trading network Intersection"" reported that it added mobile application to the possibility of buying goods with the help of "." Express scan The update is available in the Crossroads application for iOs Android both customers, and. Moscow Moscow region St. Petersburg Leningrad region You can use the Express Scan service in 589 Perekrestok supermarkets, by the end of  2021, according to the company information , the number of retail facilities will be increased.

The integration of the Express Scan service makes the Crossroads mobile application more omnichannel. It also provides information on discounts and personal offers, promotions; product delivery service and the ability to arrange self-pickup from the store; chat with the operator; loyalty program data and order history. The application interface is intuitive. Combining all the features useful to the customer in one mobile application allows the retail network to simplify the client path and contributes to the growth of NPS.

When you use the app, buyers have promotions  and standard points on  purchases, as with regular payments. The option to pay with points is also available in Express Scan. If necessary, to confirm the security of the store debiting funds for the purchase of goods, it is enough to show the purchase history in the mobile application.

"This technology is especially relevant against the background of the ongoing unfavorable epidemiological situation in. to the country It is worth noting that Express Scan showed high demand from our customers not only because of minimizing contacts in, time pandemics but also because of the speed and convenience of payment. We see that contactless systems are becoming quite in demand. We have taken another step in the development of the mobile application "Crossroads," "- said Ilya Timchenko, director for the development of the omnichannel business of the Perekrestok trading network.

Express Scan  is a development X5 Group created to improve the safety of store visitors and a quick automated buying process. The pilot was launched in September 2020. To purchase enough goods to scan QR code at the entrance, confirm the store and further scan barcodes all selected products. You can also pay directly in the application, bypassing the cash desk. The nearest  store connected to the service can be found  on the interactive map of the application.

According to analysts,  more than 12 thousand people shop weekly with the help of Express Scan, most of  them  are regular users. The average check correlates  with the same purchase rate in the traditional way. Express Scan is most popular  in the evening rush hours (18-20 hours). It is also convenient for consumers to use the service  during the lunch break  - make a quick purchase  in order to save time.  On average, a regular user of Express Scan spends   three minutes less in the store than a standard visitor (the buyer's path of the latter usually takes 8  minutes).

Buying alcohol using Express Scan is available only if there are self-service cash desks in the store. In this case, when paying the buyer, you must select the "Payment at the self-service cash desk" section in the application. Then a QR code is generated in the application, which allows you to transfer the shopping cart to the cash register. Then, according to the standard process, the store employee confirms age, and the buyer completes his purchase.

2020: Beginning of digitalization of customer experience

On July 3, 2020, the company Intersection"" announced the launch of digital services to analyze the feedback communications from customers and their customer experience. From June 1, 2020, visitors to supermarkets of the chain can mobile application at My Perekrestok give their rating from 1 to 5 to each purchased product, evaluate a visit to the store, and also leave a detailed review.

My Crossroads Mobile App

According to information, during the operation of the system, more than 83 thousand assessments of goods and more than 43 thousand assessments of visits have already been received, the average score of goods is 4.7. Based on feedback from customers, a further decision is made to replace a specific product in the network or improve the service in the supermarket. All ratings and feedback are sent to suppliers online to improve the quality of goods. After correcting flaws or improving product settings, application users who leave ratings and comments will receive a notification describing what has changed.

As part of the pilot in 20 cities - including Orel, Kaluga, Ulyanovsk, Lipetsk, Saratov, Orenburg, Samara, Penza and others - the buyer had the opportunity to start a chat with a retail network in a mobile application. By September 2020, this function will be available in all regions of the presence of the retail network, and a developed system of customer surveys will also be added to it.

At this stage, the analytical platform for customer feedback, created by specialists of the retail network, forms multifunctional dashboards, including data on the NPS consumer loyalty index and CSI satisfaction, customer appeals, the timing of resolving the buyer's issue for each level of employees associated with this task, which allows you to take into account the client's voice at all levels of the Crossroads retail network.