6 TIPS
TO HELP YOU ACHIEVE
OPTIMAL BOPIS FULFILLMENT
“What have you done for me lately?” That’s what your BOPIS (buy online, pick up in-store) customers are asking. They have high expectations, and they’re turned off by long lines and complicated pick-up procedures. They demand fulfillment options and expect a frictionless experience when they arrive to collect their products.
Fortunately, merchants have choices. Automated locker solutions can help retailers leverage their most valuable asset — the brick-and-mortar store. Follow these six tips to effectively deploy automated lockers to refine the fulfillment process and improve customer satisfaction.
Fortunately, merchants have choices. Automated locker solutions can help retailers leverage their most valuable asset — the brick-and-mortar store. Follow these six tips to effectively deploy automated lockers to refine the fulfillment process and improve customer satisfaction.
Learn more about how automated locker systems help retailers achieve BOPIS 2.0.
Install your automated locker system in an easily accessible, highly visible location. Lockers can be set up inside or outside the store. Outside lockers bring an added customer benefit of 24/7 access. Further reinforce locker visibility by adding a customized wrap with your store’s branding.
MAKE LOCKERS VISIBLE.
1.
of e-Commerce shoppers select BOPIS to save on shipping and receive products faster.
TWICE.com, “BOPIS Best Practices,” Oct. 5, 2018
55%
Promote your BOPIS fulfillment options, including automated lockers, by overcommunicating. Options include prominent messaging on the home page of your e-Commerce site and at various points throughout the purchase process, including at checkout. Also, be sure to talk about BOPIS in your follow-up email communication and reinforce it with in-store signage. Send pickup emails with pictures of the lockers to help customers identify them. Include easy step-by-step instructions.
of BOPIS-capable retailers in the U.S. promote BOPIS on their web sites.
Multichannel Merchant, “Promotion:
The Missing BOPIS Link,” Aug. 21, 2018
38.5%
SHOUT FROM THE ROOFTOPS.
2.
Based on the dynamic nature of the retail market, you may find that your needs change after you’ve installed your locker system. Choose a system that can accommodate post-installation locker compartment size changes. This will ensure your investment is future-proofed and can accommodate your needs in the years ahead.
THINK ABOUT FUTURE FLEXIBILITY.
5.
To maximize the benefits an automated locker can provide, the system should be tightly integrated with existing software and store-level processes. Staff training is key, with the focus on reducing the time and touches needed to fulfill a BOPIS order.
BUILD SYNERGY.
6.
A phenomenal 79% of BOPIS customers shop for other items when they’re in-store for their pick-up. This is an excellent opportunity for retailers that use automated lockers for fulfillment, because customers who spend less time on the BOPIS process will have more time to shop. Stock impulse merchandise near the lockers to help drive those additional sales. Consider motivating add-on sales by providing a personalized offer for an in-store purchase of a complementary item. (Picking up shoes? Here’s an offer for socks.)
Nearly 8 in 10 BOPIS customers shop for additional items in-store.
TWICE.com, “BOPIS Best Practices,” Oct. 5, 2018
ENCOURAGE ADDITIONAL SALES.
3.
Lockers take up valuable space. Leverage them to do more than just BOPIS fulfillment. Show customers that automated lockers can be used for additional tasks, including returns, pickup of ship-to-store orders, and product repair drop-off and pickup.
of shoppers surveyed by
Deloitte indicated they are likely to take advantage of available BOPIS options to skip lines.
Shopgate, The New Rules for Omnichannel Retailing, 2019.
40%
PUT YOUR LOCKERS TO WORK.
4.
