What Is BOPIS?

BOPIS stands for “Buy Online, Pick Up In-Store.” It’s an omnichannel retail strategy that lets customers shop and purchase products online, then collect those purchases at a physical store. In essence, BOPIS combines the convenience of e-commerce with the immediacy of brick-and-mortar retail. Conceptually, the process works like this: a customer places an order on a website or app and chooses an in-store pickup option; the store confirms it has the items and prepares the order; the customer then goes to the store (or a designated pickup point) to retrieve their merchandise instead of waiting for home delivery. This seamless blend of online and offline channels gives shoppers the best of both worlds – they can buy from anywhere and get their items quickly without shipping delays or fees.

BOPIS is often referred to as “click and collect,” especially in countries like the UK and Australia. By whatever name, the core idea is the same: the inventory in the store serves the online customer. This strategy requires tight integration between a retailer’s digital platform and physical stores – inventory systems must update in real time, and store staff must be equipped to handle online orders. When executed well, BOPIS creates a win-win: customers enjoy speed and convenience, and retailers leverage their store networks as fulfillment hubs. (Imagine a customer ordering a product during lunch break and picking it up on the way home – that’s the convenience BOPIS offers.)

It’s useful to visualise the BOPIS concept in a simple flow: Online Order Placed → Store Notification → Store Associate Picks & Packs Order → Customer Receives “Ready for Pickup” Alert → Customer Picks Up In Store. Retailers often dedicate a special pickup area or customer service desk for BOPIS orders (and some even provide curbside service where staff bring the order out to the customer’s car). In all cases, the aim is to make the pickup fast and hassle-free. In the next sections, we’ll explore why BOPIS has become a core strategy in modern retail, how exactly it works step-by-step, and how it’s driving results for businesses worldwide.
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Why BOPIS Is Now a Core Omnichannel Strategy

BOPIS has rapidly evolved from a niche experiment to a core omnichannel strategy for many retailers. Several trends collided to make this happen. First, consumer expectations have changed – today’s shoppers demand convenience and flexibility. They want to browse and buy on their own terms, whether that means shopping online at midnight or avoiding delivery wait times by grabbing items in person. BOPIS caters directly to these expectations by removing traditional barriers between online and offline shopping.

Second, the rise of omnichannel retail means that the lines between e-commerce and stores are blurring. Retailers now recognise that physical stores can double as mini-distribution centers. By leveraging stores for pickup, companies can utilise their real estate assets and existing staff to fulfill online orders faster. This omnichannel integration not only improves customer service but also tends to be cost-effective (fulfilling an order from a local store can be cheaper than packing and shipping from a distant warehouse).

Market forces and recent events have accelerated BOPIS adoption. During the COVID-19 pandemic, for example, BOPIS demand exploded – customers appreciated being able to get essentials from a local store without roaming aisles or relying on strained delivery networks. In 2020, many retailers rushed to introduce or enhance BOPIS and curbside pickup options. The result was a dramatic jump in usage: industry data showed U.S. “click and collect” sales more than doubled in 2020 compared to the prior year, and this growth trajectory has continued. Far from being a temporary spike, BOPIS has continued to gain traction even post-pandemic. Retail analysts project that BOPIS sales will keep rising in the coming years (in the United States, click-and-collect sales are forecast to roughly double between 2019 and 2024, climbing from around $35 billion to well over $140 billion in annual revenue).

Why is BOPIS so integral now? In short, it drives both top-line and bottom-line benefits. Strategically, offering BOPIS attracts customers who value speed – if one retailer can have your item ready in an hour while another can only ship in three days, the choice is clear. It also builds loyalty: shoppers who try and trust BOPIS tend to stick with that retailer for future purchases. From a competitive standpoint, BOPIS has become a must-have omnichannel capability. By 2025, the vast majority of major retailers (from supermarkets and apparel chains to electronics and department stores) have implemented some form of buy-online-pickup service. Those who haven’t are likely planning it, because not offering in-store pickup can mean losing sales to more agile competitors.

Finally, BOPIS is core to omnichannel strategy because it creates a bridge – it brings online customers into the physical store environment. That opens opportunities to engage customers further (and potentially sell more, as we’ll discuss). It’s part of a larger retail transformation where the goal is a unified commerce experience. In summary, BOPIS has moved from “nice-to-have” to “standard operating procedure” for retailers aiming to deliver convenience and integrate their channels. Next, we’ll break down exactly how the BOPIS process works, and later delve into the benefits and best practices that come with it.
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How BOPIS Works: Step-by-Step Process

Implementing BOPIS involves coordinating multiple systems and teams, but the customer experience should feel simple and smooth. Here’s a step-by-step look at how a typical BOPIS process works from start to finish:

1. Customer Places an Order Online: The process kicks off when a shopper adds products to their online cart (via the retailer’s website or mobile app) and selects the “Pick Up In-Store” option at checkout. They choose a preferred store location (and in some cases a pickup date or time window) that is convenient for them. Payment is completed online as usual. (Some retailers allow “pay at pick up,” but generally, BOPIS orders are paid in advance.)
2. Order Confirmation & Processing: Once the order is submitted, the retailer’s order management system (OMS) immediately checks the inventory of the selected store (or nearby stores). The customer typically receives an order confirmation email or notification. Behind the scenes, the system allocates the order to the store that will fulfill it. If everything the customer bought is in stock at the chosen store, great – the order routes there. If an item is not available at that location, a common approach is to route the order to an alternate location or warehouse for fulfillment to that store (often called “ship to store” for pickup). But in a straightforward scenario, assume the local store has the item.
3. Store Receives the Order & Prepares It: At the store, a notification pops up in the system (often on a handheld device or the store’s point-of-sale terminal) alerting staff to a new BOPIS order. A store associate picks the items from the sales floor or stock room, much as if they were shopping for the customer. They then pack the order – this could be as simple as putting items in a bag with the customer’s name or order number on it, and perhaps a packing slip or receipt inside. The order is then held in a dedicated staging area for pickup (e.g. a shelf or storage bin at the customer service desk). The store updates the system to mark the order as “ready for pickup.”
4. Customer is Notified that Order is Ready: Once the store has the order prepared, the customer receives a “Your order is ready for pickup” notification. This can be an email, SMS text, and/or app push notification, depending on what communications the retailer uses. The notification usually includes pickup instructions – such as the store address, pickup hours, where to go (for example: “Proceed to the Online Pickup counter near the entrance”), and what to bring (ID, confirmation code, etc.). Some retailers also provide a link or button for the customer to click when they are “on the way” or have arrived, which can help store staff bring the order out promptly (this is common for curbside service).
5. Customer Picks Up the Order In-Store (or Curbside): The final step is the handoff. The customer goes to the store and heads to the designated pickup location. They might have to show a copy of the order confirmation or an ID for verification. Many stores streamline this by sending a QR code or numeric code the associate can scan or input to quickly retrieve the order. After verifying the customer, the associate hands over the merchandise. The customer might sign a pickup acknowledgment or simply take the goods and go. In curbside pickup scenarios, the customer would park in a marked spot and alert the store (via app or phone call) of their arrival, and an associate brings the order to their car. Either way, the order is now complete – the customer has the product in hand, typically within a same-day timeframe of ordering.

Throughout this process, coordination and communication are key. The retailer’s systems must keep the customer updated, and the store must efficiently execute the preparation. If any issue arises (say an item can’t be found), best practice is that the store contacts the customer to offer a solution – such as an alternative product, or moving the pickup to another location, or switching to a delivery.

From the customer’s perspective, a well-run BOPIS process feels easy: order online, get a message shortly after, and pick up the purchase in a couple of hours with no queues or complications. The step-by-step details are mostly behind the curtain, which is exactly how it should be. Next, let’s examine the key benefits of BOPIS for both customers and retailers – and we’ll back it up with data and performance indicators that show the impact of this model.
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Key Benefits of BOPIS (With Data & KPIs)

BOPIS delivers a variety of benefits that contribute to its rapid adoption. It improves the shopping experience for customers while also driving operational and financial gains for retailers. Below we break down the key benefits – faster fulfilment, cost savings, customer convenience, and boosting in-store traffic & sales – along with data points and KPIs that illustrate each advantage:

• Faster Fulfilment: Speed is one of the biggest draws of BOPIS. Instead of waiting 2–7 days for a delivery, customers can often get their purchase the same day, sometimes within an hour or two. This near-instant gratification meets the needs of “I want it now” shoppers. For example, many apparel and electronics retailers promise online orders will be ready for pickup within a mere 2 hours. In the grocery sector, it can be even faster. Data shows a large share of consumers choose BOPIS specifically to receive items as soon as possible – one survey found that over one-third of BOPIS users opted for it to get their item on the same day of purchase. Faster fulfilment not only delights customers but also serves as a competitive differentiator for retailers. A key KPI here is order cycle time (order placement to ready-for-pickup) – best-in-class operations might average just 60–90 minutes. By enabling immediate product access, BOPIS helps retailers capture urgent sales that might otherwise go to Amazon Prime or a competitor offering express shipping.
• Cost Savings: BOPIS can save money for both customers and retailers. Customers love avoiding shipping fees – in fact, research indicates that nearly 50% of consumers have used BOPIS primarily to sidestep delivery charges. For retailers, every order picked up in store is an order that doesn’t require last-mile delivery, which is often the most expensive leg of distribution. Retailers spend considerable sums on postage, fuel, packaging materials, and carrier fees when shipping to homes (one industry stat noted almost half of retailers spend over 10% of an order’s value on shipping costs). BOPIS helps cut those costs dramatically. Instead of paying a carrier to move a package through multiple hubs to a customer’s doorstep, the retailer leverages existing store stock and staff. Packaging is minimal (no need for a big shipping box and padding for many items), and the customer’s trip to the store essentially replaces the fuel the delivery truck would have used. A side benefit: offering a free pickup option can reduce cart abandonment rates – many shoppers abandon online carts when confronted with high shipping fees or long delivery times. By providing a no-cost, quick fulfillment alternative, retailers can convert those would-be abandoned carts into completed sales. A relevant KPI for cost savings is the reduction in shipping spend as a percentage of sales and increase in margin on BOPIS orders versus shipped orders. Many retailers find that BOPIS orders are more profitable due to the saved delivery expenses.
• Customer Convenience: In-store pickup adds significant convenience and flexibility to the shopping journey. Shoppers aren’t tethered to waiting at home for a delivery (or worrying about missed deliveries and stolen packages); instead, they choose when and where to get their items. Busy individual with a packed schedule? BOPIS lets them swing by a store at a time that suits them – maybe on the commute home or during a lunch break – rather than staying home for a delivery window. Additionally, BOPIS often simplifies returns and exchanges: customers can inspect their purchase on the spot. If something isn’t right (the wrong size, color, or a defect), it’s easy to hand it back immediately, avoiding the hassle of mailing returns. This aspect addresses a common online shopping pain point. Surveys consistently rank convenience as a top reason people use BOPIS. In one consumer study, over 50% of shoppers cited convenience and time-saving as a primary motivation for choosing in-store pickup. The convenience factor also extends to control – customers feel more in control knowing they can get the product on their own terms, and even reserve items online to ensure availability before they go. A KPI to watch here might be customer satisfaction or Net Promoter Score (NPS) for BOPIS users – many retailers see their highest satisfaction scores from customers who utilize services like BOPIS because it removes several friction points of traditional shopping.
• Boosting In-Store Traffic & Sales: One of the most exciting benefits for retailers is that BOPIS can drive incremental revenue. When an online customer comes to the store to pick up their order, they often don’t just grab the pre-paid item and leave. Instead, a significant portion of customers will browse the store during pickup, leading to additional purchases. Real-world data underscores this cross-selling opportunity: studies have found that anywhere from about 40% to 85% of BOPIS customers end up buying extra items impulsively when they’re at the store to collect their order. (For instance, a widely cited report noted 85% of shoppers have made an additional in-store purchase while picking up an online order – sometimes something they remembered they needed, other times inspired by in-store displays or promotions.) This behavior turns a pickup counter into a sales driver. Even a more conservative scenario – say 1 in 2 BOPIS customers buys something else – can significantly boost store sales over time. Furthermore, by enticing online-first shoppers into physical locations, BOPIS increases foot traffic that might have otherwise been lost in the era of digital shopping. More foot traffic can mean more opportunities to build relationships, sign people up for loyalty programs, and generally merge the online/offline experience. Retailers track incremental sales per pickup and attachment rate (percentage of pickup customers who make an additional purchase) as key metrics. Those KPIs prove the value of BOPIS beyond just convenience. It effectively becomes a marketing tool to get customers into the store, where the chances of them buying something else are high. Beyond impulse buys, BOPIS also offers upselling opportunities – a customer picking up a new phone might be easily convinced to also buy a case or accessories when face-to-face with a knowledgeable associate. All told, BOPIS can increase both the frequency of store visits and the basket size, contributing directly to a retailer’s bottom line.

In summary, BOPIS brings a faster, cheaper, and more engaging dynamic to retail. Customers get what they want quickly and on their own terms, saving time and money. Retailers enjoy higher sales, lower fulfillment costs, and often stronger customer loyalty as a result. It’s important to note that these benefits are most pronounced when BOPIS is executed well – which means accurate inventory, efficient processes, and great communication. Done correctly, BOPIS is a powerful strategy to elevate retail performance. In the following sections, we’ll look at advanced models and tools that build on these benefits, as well as challenges to overcome to make BOPIS truly successful.
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Advanced BOPIS Models & Innovations

Basic BOPIS (order online, pick up at the store’s counter) is just the beginning. Retailers have developed advanced models and variations to further enhance convenience and cater to different customer needs. Here are some notable BOPIS variations and innovations making waves in retail:

• Curbside Pickup (BOPAC – Buy Online, Pick Up at Curbside): A popular offshoot of BOPIS, curbside pickup allows customers to retrieve online orders without ever entering the store. The customer parks in a designated curbside pickup spot, and an associate brings the order out to their car. This model exploded in popularity during the pandemic as a contactless solution, but it’s here to stay because of its convenience. Parents with sleeping kids in the car, people with mobility challenges, or anyone in a rush loves this option. Retailers from big-box stores to small restaurants have implemented curbside service (sometimes dubbing it “Drive Up” or “Car Pickup”). The process is typically facilitated by the customer notifying the store of arrival (via app or a posted phone number), and then an employee delivers the order to the vehicle. Curbside is essentially BOPIS on steroids for convenience – no parking lot hassle or walking inside. It does require dedicating staff to monitor arrivals and perhaps investing in signage and training, but it greatly expands the appeal of pickup services.
• Locker Pickup (BOPIL – Buy Online, Pick Up in Locker): Some retailers offer self-service pickup via smart lockers. Here’s how it works: after placing an online order, the customer might receive a code (QR code or numeric PIN). At the store (or a satellite pickup location), there’s a bank of secure lockers, often temperature-controlled for groceries or meal orders if needed. The customer enters their code or scans their phone, and a locker door pops open with their order inside. Locker systems, used by companies like Amazon (“Amazon Lockers”) and many grocery chains, allow 24/7 pickup in many cases – customers aren’t limited to store hours if lockers are accessible in a vestibule or outside. This model is efficient and fully contactless. It also reduces wait times to zero, since the customer doesn’t need to queue for an associate. Lockers can be installed in-store, in mall common areas, in apartment complexes, or even at transit stations. They represent an innovation that extends the BOPIS concept beyond the service counter. From a retailer perspective, lockers require an upfront investment, but they can handle order volume even when staff is busy (or after hours) and appeal to tech-savvy shoppers who value speed and no-friction pickup.
• Reserve Online, Pick Up In-Store (ROPIS): This variation is slightly different – the customer reserves an item online rather than paying for it immediately, and then they go to the store to inspect or try the product and finalize the purchase. ROPIS is common for products where a customer might want to see it physically before committing, such as trying on clothing or checking the color of a furniture piece. It guarantees the item will be set aside for them when they arrive. While not a completed sale until the in-store visit, it’s a powerful omnichannel tool to draw customers in and ensure they don’t go to a competitor in the meantime. Some high-end retailers and car dealerships use this approach (“reserve a test drive” being analogous). ROPIS requires real-time inventory visibility and a hold process so that the item isn’t sold to someone else in the interim. It’s another example of meeting customers where they are – blending online convenience (researched and reserved from home) with offline experience (tangible look and feel before purchase).
• BORIS (Buy Online, Return In-Store): BORIS is not a pickup method, but it’s an important complement to BOPIS and a pillar of omnichannel strategy. It allows customers to return items purchased online to a physical store for refund or exchange. Many retailers have embraced BORIS because it removes friction (customers don’t want the hassle of mailing back returns and waiting weeks for refunds). For the retailer, BORIS drives store traffic and gives an opportunity to save the sale (for example, handling a return by finding a better size or alternative product on the spot). BOPIS and BORIS together essentially turn stores into full-service hubs for online transactions – customers can pick up and also resolve issues in one trip. Offering easy in-store returns for online orders has proven to increase customer confidence in buying (they know they’re not “stuck” with an item that doesn’t work out). From an operational view, processing an online return in store requires your point-of-sale system to talk to the online order system, but modern unified commerce systems handle this. Stores like Zara, Uniqlo, and Decathlon in various countries have even set up automated return kiosks or locker systems to streamline BORIS. In summary, BORIS boosts the overall value prop of omnichannel shopping and often is considered alongside BOPIS in strategy discussions.
• Ship-to-Store Hybrid: Sometimes a customer wants an item that isn’t currently in stock at their nearest store. Rather than losing the sale, retailers offer a ship-to-store BOPIS hybrid. The item might ship from a warehouse or another store to the customer’s chosen store, and then the customer picks it up as usual. This extends the assortment available for pickup beyond what’s on-hand locally. It’s particularly useful for retailers with large catalogs or for centralized distribution of certain categories. The trade-off is a longer wait (maybe a few days), but customers often appreciate the option to avoid shipping fees – they’ll wait 2-3 days to pick it up and save on delivery costs. This approach also ensures the store visit still happens. Many large retailers (e.g. home improvement and department stores) use this model to enable BOPIS for items that are out-of-stock locally or too bulky to keep in every outlet.
• Dedicated Pickup Locations and Innovations: Some companies have gone further by creating standalone pickup points or distinct in-store experiences for BOPIS customers. For instance, Walmart in the US experimented with automated pickup towers (giant vending-machine-like towers in store lobbies where customers scan a code and the machine delivers their package). Other retailers have opened small “pickup-only” stores in urban areas where real estate is tight – essentially mini stores that hold orders for nearby online customers (Best Buy and IKEA have tried versions of this). In malls, we see centralized pickup lockers that serve multiple retailers, providing a one-stop collection point for shoppers who bought from several stores online. Additionally, retailers are integrating smartphone technology deeply: enabling features like geofencing (the store app knows when the customer is approaching and can prep the order) or even license plate recognition cameras in curbside zones to identify the arriving customer’s car automatically. All these innovations aim to remove any remaining friction and scale up BOPIS capacity.
• Cross-Industry and Third-Party Pickups: Innovations are also happening in partnership models. For example, in some regions, convenience store chains or parcel shops serve as pickup locations for various retailers’ online orders (common in Europe and Asia). A customer might pick up their fashion order from a local convenience store down the street that has extended hours, which is more convenient than a distant store. Companies like Amazon have tie-ups with grocery stores and pharmacies for this purpose. In the restaurant industry, the equivalent model is buy online, pickup at restaurant (fast-food mobile ordering for pickup, which is now extremely common). These cross-industry examples show that the pickup concept extends beyond retail merchandise – it’s a broad shift in commerce.

In summary, BOPIS has spawned a family of related models (curbside, locker, reserve-and-pickup, etc.) all aimed at meeting customers’ desires for flexible fulfillment. Innovative retailers in North America, Europe, and Asia-Pacific are continually tweaking the formula – whether through new technology (smart lockers, automated kiosks) or new services (drive-thru pickup lanes, third-party pickup locations). The advanced BOPIS models share the goal of ultimate convenience and efficient operation. They also illustrate how retailers are thinking creatively about their physical footprint. The common thread is using stores (or alternative local points) as a strength in the e-commerce era. As we move forward, we can expect even more hybrid models and clever solutions to emerge, building on these innovations.

Next, let’s look at the technology behind successful BOPIS implementations and how these advanced models are powered in practice.
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Technology & Tools Powering BOPIS

Executing BOPIS smoothly requires more than just willing store staff – it hinges on the right technology stack and tools connecting online and offline operations. Retailers that excel at BOPIS typically have invested in systems that provide inventory visibility, efficient order routing, and seamless communication. Here are the key technologies and tools that power BOPIS:

• Real-Time Inventory Management: A fundamental requirement for BOPIS is knowing exactly what is in stock at each store at any given moment. Inventory accuracy is king. Retailers achieve this with integrated inventory management systems that update stock levels in real time across all channels. Whenever an item is sold in-store or set aside for an online order, the system reflects that change. Modern solutions often involve a centralised inventory database or OMS (Order Management System) with inventory sync, sometimes augmented by RFID tags or frequent cycle counts to minimise errors. Without real-time inventory data, a customer might be able to purchase an item online for store pickup only to find it’s actually unavailable – a major fail. Thus, investing in robust inventory software (and processes to keep counts accurate) is non-negotiable for BOPIS. Many retailers use Distributed Order Management (DOM) systems that act as traffic controllers, deciding the best fulfillment location for each order based on inventory and proximity.
• Order Management System (OMS): The OMS is the brain coordinating BOPIS orders. The moment an online order is placed with a pickup option, the OMS routes that order to the appropriate store (or triggers a ship-to-store workflow). A good OMS will have logic to handle various scenarios: If Store A is out of stock, try Store B; if no stores have it, maybe suggest shipping to home instead; if the order has multiple items, possibly split fulfillment (though ideally to one pickup point). The OMS also manages order status updates – from processing to ready for pickup to picked up/completed. Retail associates often have an OMS interface (on a computer or mobile device) that lets them see incoming BOPIS orders, confirm when they’ve picked them, and notify the system when customers have picked up. Retailers like to integrate their OMS with point-of-sale systems so that all sales (online or offline) are recorded in one place and inventory deducts properly. In short, a capable OMS with omnichannel functionality is a backbone tech for any retailer doing volume in BOPIS.
• Store Associate Mobile Apps & Devices: To make BOPIS efficient at the store level, many retailers equip their staff with mobile devices or scanners. For example, a store associate fulfilling BOPIS orders might use a company-provided smartphone or handheld scanner that has an app showing all pending pickup orders. The app can guide the associate through the store, sometimes with a picking list, and allow them to mark items as picked, scan barcodes to ensure accuracy, and mark the order ready. Some systems even prioritize orders by age or promised pickup time, helping staff manage workload. A notable case: home improvement retailer Lowe’s rolled out over 80,000 handheld devices to employees specifically to facilitate BOPIS and inventory lookups, massively improving speed and accuracy. These tools reduce dependence on paper printouts or memory and ensure that as soon as an order is prepared, it’s digitally tracked. Additionally, when the customer shows up, associates might use a tablet at the pickup desk to quickly lookup the order or scan the customer’s confirmation code. All of this speeds up the transaction.
• Customer-Facing Apps and Communication: On the customer side, technology plays a big role in making BOPIS smooth. Retailers leverage automated communications to keep customers informed – emails, SMS, and push notifications are typically orchestrated by the OMS or e-commerce platform to say “Order confirmed”, then “Ready for pickup at Store X”. Some retailers have enhanced their mobile apps to support the BOPIS journey fully. For example, through an app a customer can switch a pickup location, notify the store “I’m on my way” (so associates can prep or prioritize that order), and use curbside check-in buttons (“I’ve arrived in Spot #3”). Apps often provide maps or directions to the store and specific instructions like “Come to the lockers by the entrance and scan this QR code”. The better the communication, the less guesswork and waiting for the customer. Technology like geolocation can even alert the store when the customer is within a certain distance, triggering staff to be ready. These customer-facing tools not only improve experience but also serve as a data source – e.g., capturing when a customer actually picked up helps track dwell times and improve future service.
• Pickup Zone Infrastructure: In many stores, especially high-volume ones, technology is used in the pickup area itself. Examples include digital signage or screens that direct customers (some large stores have a kiosk where you enter your order number and it tells you which locker or counter to go to). As mentioned, smart lockers are a form of tech infrastructure for BOPIS. Another tool is the simple but effective barcode/QR code scanning: an associate might scan a code from the customer’s phone or email to instantly pull up the order details – this reduces errors and speeds up verification. Some stores have experimented with robots and automation in the backroom – for instance, automated systems that move goods from storage to a pickup kiosk when triggered. While not widespread yet, as technology costs come down we might see more automation assisting BOPIS behind the scenes (especially for grocery where there are many small items per order).
• Integration of Systems (Middleware): It’s worth noting that powering BOPIS often means integrating several existing systems – e-commerce platform, inventory system, POS, CRM (customer relationship management), etc. Many retailers use middleware or APIs to make these systems talk to each other in real time. For example, the moment an online order is placed, an API call goes to the inventory system to reserve the stock, and another to the store’s system to create a pick ticket. When the store marks it ready, an API triggers the notification service for the customer. These integrations must be robust and tested to handle high volumes, especially during peak seasons. Downtime or lag can severely hurt the service (imagine a customer arriving before the system even told the store about the order – that’s a problem!). As such, part of the tech investment is often ensuring scalability and reliability of the omnichannel integration.
• Analytics and Metrics Dashboards: Finally, a critical tech tool is analytics. Many retailers deploy dashboards that track BOPIS-related KPIs in real time: how many orders are pending pickup, average pickup times, any overdue orders, inventory discrepancies, etc. These dashboards help management identify bottlenecks. For instance, if one store consistently takes much longer to fulfill BOPIS orders than others, it flags an opportunity for intervention (maybe they need more staff or a process review). Analytics also can connect online and offline behavior data – for example, linking that a BOPIS customer who picked up on Saturday also shopped in-store on Saturday, to quantify those incremental sales. In essence, data tools empower continuous improvement of the BOPIS program.

In summary, technology is the enabler that makes BOPIS efficient and scalable. A retailer doesn’t need bleeding-edge tech to start (some smaller stores manage with manual processes), but for enterprise-level omnichannel operations, the tech pieces we discussed are vital. The combination of a strong back-end (OMS + inventory), empowered store employees (devices + training), and a user-friendly front-end (communications + apps) is what differentiates a mediocre BOPIS offering from a great one. Retail executives often evaluate new software solutions in areas like unified commerce platforms, order management systems, and mobile workforce tools specifically with BOPIS and similar services in mind. The right tools not only make current operations smooth but also set up the retailer to handle future growth and more complex innovations (like those advanced models we covered).

Next, we will address the challenges that retailers commonly face when implementing BOPIS and discuss how to mitigate them. No strategy is without hurdles, and understanding those will help in planning and execution.
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Challenges of BOPIS (With Mitigation Tactics)

Implementing BOPIS introduces a set of challenges – operational, technical, and organisational. Retailers have learned that if these challenges aren’t addressed, BOPIS can backfire, leading to customer frustration or internal inefficiencies. Let’s examine the major challenges and, importantly, how to mitigate them:

• Inventory Accuracy and Stock-outs: Perhaps the number one challenge is ensuring the product a customer buys online is truly available at the store. Inventory inaccuracies (due to theft, miscounts, unrecorded sales, etc.) can result in the dreaded scenario of having to cancel a BOPIS order because the item can’t be found. Not only does that lose a sale, it annoys the customer who made a trip for nothing. Mitigation: Invest in inventory management discipline – frequent cycle counts, robust POS scanning practices, and technology like RFID can improve accuracy. Some retailers build in a safety stock buffer (e.g., only show an item as available for pickup if at least 2 are in stock, to reduce chances of a stock-out if one is misplaced). The systems should also do a final “last-second” check before sending the ready-for-pickup notification. If something does go wrong, having a process to immediately inform the customer and offer alternatives (like shipping from warehouse or offering a discount on a similar item) can salvage the experience. In short, “accuracy is everything” for BOPIS – processes and technology must relentlessly support it.
• Strain on Store Operations and Staffing: Adding BOPIS fulfillment to a store’s duties is effectively asking stores to become part mini-warehouse. During busy periods, store staff might be juggling customers at the register, refilling shelves, and now picking online orders as well. This can lead to overwhelmed employees, longer in-store customer wait times, or delayed pickup prep. Many retailers report that store capacity and labor scheduling are pain points once BOPIS volume scales up. Mitigation: Dedicated resources and training are key. Retailers should consider allocating specific staff to handle BOPIS orders, especially during peak hours (e.g., 4-7 PM when many people pick up after work). Cross-training is important so that if volume spikes, more employees can jump in to pick orders. Some stores have created a new role of “omnichannel fulfillment associate” who primarily handles online order picking/packing. Management should adjust labor budgets acknowledging that fulfilling online orders takes time that used to be spent on other tasks. Additionally, optimising the in-store picking route (perhaps storing popular BOPIS items in the back for quick access) can save time. Operational best practices like batch picking (picking multiple orders in one sweep) can improve efficiency but require system support. The bottom line is to treat BOPIS fulfillment as a core duty, not an afterthought – staff appropriately so that both online and walk-in customers get excellent service.
• Customer Experience at Pickup: Even if the order is ready quickly, a poor pickup experience can sour BOPIS in the customer’s mind. Common issues include: confusing store layout for pickups, long lines at the pickup counter, unhelpful or uninformed staff, or lack of parking. Imagine arriving and no one knows where your order is, or you have to wait 15 minutes in a queue – that erodes the convenience factor. Mitigation: Streamline the pickup process end-to-end. This starts with clear signage directing customers to the right area of the store (nothing is more frustrating than wandering around looking for where to go). Many retailers put bright “Online Order Pickup” signs right at the entrance or at a dedicated counter. Next, ensure the order is truly ready when you say it is – a metric often tracked is “% of orders ready within X minutes of order” and “% of orders handed over to customer in under Y minutes of arrival.” Setting internal targets like “customer should wait less than 2 minutes at pickup” focuses the team on responsiveness. Give associates tools to quickly locate the prepared orders – a simple alphabetized shelf or numbered bin system can work wonders (no scrambling through a pile of packages). Also, train staff on a friendly, quick handoff: greet the customer, verify identity efficiently, and get them on their way. Some retailers allow customers to designate alternates or use identification codes so that the handoff doesn’t always require a particular ID (useful in holiday seasons where someone might pick up a gift on behalf of the purchaser). If lines often form, consider implementing a queue management or alert system (e.g., text the customer “Reply HERE to let us know you’re waiting, and we’ll bring your order out”). The idea is to make the pickup as frictionless as the online order was.
• Scaling and Systems Integration: On the back-end, a challenge arises in scaling the technology and process to thousands of orders across hundreds of locations. If not well integrated, orders might “fall through the cracks” – e.g., the store doesn’t see the order in their system due to an integration bug. Or inventory might not update fast enough after an in-store sale, causing an oversell online. Another aspect is real-time communication between systems; if it’s too slow, problems occur (like a customer arriving before the system says it’s ready when it actually is, or vice versa). Mitigation: Retail IT departments must prioritize robust integration testing and scalable infrastructure. Using a unified commerce platform or tightly integrated modules (rather than siloed legacy systems) greatly helps. For instance, if the e-commerce front-end, OMS, and POS all tie into one database or cloud platform, data flows more readily. Many retailers have had to upgrade their bandwidth and in-store Wi-Fi to support mobile devices and constant sync. It’s also wise to have backup procedures – for example, if the system goes down, staff should have a way to access order info (even if it’s a printed list or a phone support line). Monitoring tools that flag any delayed messages or system errors in the BOPIS workflow allow IT teams to react before customers feel it. Essentially, treating BOPIS tech with the same seriousness as payment systems (which are monitored tightly) can ensure reliability. Scalability should be tested by simulating peak loads (think Black Friday levels) so that when crunch time comes, the systems can handle the surge.
• Uncollected Orders and Returns Management: What if customers never show up to pick their orders? This is a challenge because it ties up inventory and could lead to clutter. Similarly, some customers might change their mind on the spot or want to return the item immediately. Stores need a protocol for these scenarios. Mitigation: Establish clear hold policies – e.g., “We will hold your order for 5 or 7 days. If not picked up by then, we’ll cancel it and return items to stock.” Communicate this policy in the pickup notification so customers know. Additionally, send reminder communications before cancelling – a text like “Your order is still waiting for you – remember to pick it up by Friday!” can prompt action. For the operational side, create a dedicated area for uncollected orders so they don’t clutter the active pickup shelf. If an order is cancelled after the hold period, ensure systems put that stock back as available for sale and issue the refund promptly. On immediate returns (like a customer opens the box at pickup and decides against it), train associates to cheerfully handle it on the spot. This means having the POS capable of processing the return of an online order (as discussed in BORIS) and putting that item either back to sales floor or into return-to-warehouse if appropriate. The easier it is, the more confidence customers will have in using BOPIS (knowing there’s a hassle-free exit if needed). Some retailers even proactively ask at pickup, “Would you like to try that on or check it before you leave, in case you need to exchange?” which can save everyone time if something’s not right.
• Organisational Buy-In and Incentives: Internally, one challenge can be getting store managers and staff fully on board with BOPIS. Early on, some store teams viewed online orders as extra work that doesn’t directly count toward their sales targets (especially if e-commerce was a separate P&L). This misalignment can reduce enthusiasm in fulfilling BOPIS quickly. Mitigation: Companies have learned to align incentives and foster an omnichannel culture. For example, many retailers now credit the sale to the store that fulfills the BOPIS order, or at least count it in their performance metrics. This way, store managers see BOPIS as contributing to their goals, not distracting from them. Additionally, set KPIs for BOPIS performance at the store level – such as average prep time, customer satisfaction, etc. – and celebrate or reward teams that excel. Sharing success stories of how BOPIS brought in new customers or significant sales can also help shift mindset. Essentially, leadership should communicate that online orders are still our customers and the store’s role in delighting those customers is just as critical as any sale made in person. Cross-training HQ e-commerce staff and store staff together can also build empathy between teams. When everyone understands that omnichannel customers tend to spend more overall, it’s easier to rally around BOPIS as a key strategy rather than a chore.

In summary, implementing BOPIS is not without hurdles: you must keep inventory truthful, adapt store operations, maintain stellar customer service, integrate tech systems, and adjust internal structures. However, each challenge has proven solutions. Many retailers have navigated the learning curve and put in place best practices like those described: from using tech tools (e.g. real-time inventory systems) to establishing clear processes (like pickup SOPs and hold periods) and nurturing a supportive company culture for omnichannel. Retail executives planning or refining a BOPIS offering should proactively address these areas. By anticipating challenges and deploying mitigation tactics upfront, you set the stage for a smooth, reliable BOPIS program that customers trust and love.

The next section will delve into the metrics that matter for BOPIS – essentially how to measure success and continuously improve the service. After all, you can’t manage what you don’t measure. Let’s explore those key performance indicators and what they reveal.
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BOPIS Metrics That Matter

To ensure a BOPIS program is delivering results and pinpoint where to improve, retailers track a variety of Key Performance Indicators (KPIs). These metrics cover operational efficiency, customer behavior, and financial impact. Here are the BOPIS metrics that matter most, and why they’re important:

• BOPIS Adoption Rate: This measures how much customers are using the service. It’s often expressed as the percentage of online orders that are picked up in store (versus shipped to home). For example, if out of 100 online orders, 25 are BOPIS, the adoption rate is 25%. This metric indicates customer uptake and can be tracked over time or compared across regions. A rising adoption rate suggests that more customers find the service valuable (perhaps due to awareness efforts or improved experience), whereas a stagnant or low adoption might signal issues or low awareness. Many U.S. retailers in 2024 see BOPIS adoption well above 20-30% for certain categories, and some even higher for grocery. Setting targets for adoption (and marketing the option prominently) can help drive this number, as it’s tied to both convenience offered and cost savings for the retailer.
• Fulfillment Time (Order Ready Time): Speed is a cornerstone of BOPIS. This metric tracks the average time from when an order is placed to when it’s ready for pickup (customer notified). Retailers often break this down into components: picking time in store, any waiting for items transferred from elsewhere, etc. Shorter is better – it means customers can get their orders faster. For instance, an average fulfillment time of 1.5 hours might be a goal. Some retailers even set specific service-level agreements (SLAs), like “90% of BOPIS orders ready within 2 hours.” Monitoring this metric helps operations managers ensure staffing and processes are keeping up. If the time starts to lengthen, it may indicate bottlenecks in the picking process or inventory allocation issues. It’s one of the clearest measures of operational efficiency in BOPIS.
• Customer Wait Time at Pickup: Separate from the fulfillment time is how long a customer waits at the store to receive their order. Ideally, this is just a couple of minutes – essentially the time it takes to greet the customer and hand them the item. If this metric is high (say customers routinely wait 10 minutes in store or curbside), it signals a problem in the last-mile of the process (maybe understaffed pickup counter or poor communication of arrival). Retailers gather this data via observations, customer feedback, or even tech like time stamps when a customer checks in vs. when the handoff completes. Reducing wait time improves customer satisfaction dramatically. Many companies strive for under 5 minutes or even under 2 minutes as an average wait. If using curbside, time-to-car delivery is a key metric in that context.
• Order Fill Rate / Cancellation Rate: This metric looks at what percentage of BOPIS orders are successfully fulfilled versus cancelled or unfulfillable. A fill rate approaching 100% is the goal. Conversely, a cancellation rate (orders the retailer had to cancel because they couldn’t fulfill) should be as close to 0% as possible. High cancellation rates often point to inventory accuracy or sync issues. If 5% of BOPIS orders are getting cancelled due to stock-outs, that’s a red flag – not only is it lost sales, but it might also alienate customers from using the service again. Tracking this metric helps teams focus on inventory integrity and perhaps adjust the system to prevent items with low stock from being offered for BOPIS. Another related measure is substitution rate (if retailers substitute a similar item when the exact one is unavailable, common in grocery). But generally, fill rate is a clear indicator of how well the promise of BOPIS is being kept.
• Percentage of Orders Picked Up (Customer Completion Rate): This measures how many BOPIS orders are actually picked up by customers versus those that expire or are abandoned. If 98 out of 100 orders placed are collected, that’s a 98% pickup rate – pretty good. If a significant percentage aren’t picked up, it indicates potential issues: maybe the pickup window is too short, or customers had difficulty with the process, or they simply changed their mind. Monitoring this helps decide on hold policies and if follow-up reminders are needed. A very high uncollected rate could also signal abuse (for instance, people reserving items without commitment). Most retailers want this metric high because an unpicked order is wasted effort and tied-up inventory.
• Incremental Sales and Attachment Rate: To capture the financial boost from BOPIS, retailers look at how often and how much customers buy additional items during pickup. Attachment rate might be measured as “the percentage of BOPIS customers who make an in-store purchase during pickup.” As noted, studies show this can be quite high. Retailers also try to quantify the incremental sales dollars. For example, they may find that on average a BOPIS customer spends $10 extra on pickup purchases. These metrics justify the investment in BOPIS by showing the halo effect on sales. They can be tracked via linked transaction data (if the system can tie a new in-store transaction to an earlier pickup, perhaps by loyalty ID or timing). If attachment rates are lower than expected, it could prompt merchandising tactics (like placing impulse buys or relevant add-ons near the pickup area, or giving a coupon to encourage browsing). Essentially, this metric speaks to the strategic goal of BOPIS driving omni-channel revenue, not just shifting sales from one channel to another.
• Customer Satisfaction & Feedback (CSAT/NPS specifically for BOPIS): Quality is as important as quantity. Many retailers survey customers who use BOPIS to gauge their satisfaction. This could be a specific question on a broader survey (“How was your pickup experience?”) or even a special star-rating prompt after pickup (some apps ask for quick feedback). Net Promoter Score (NPS) or Customer Satisfaction (CSAT) scores for BOPIS users let a retailer know if the service is meeting expectations. If BOPIS users give lower scores than regular shoppers, something’s wrong in execution. On the other hand, a high satisfaction among BOPIS users can translate to loyalty and positive word-of-mouth. Qualitative feedback (comments about what customers liked or didn’t) is also extremely valuable. For metrics, companies might track an average satisfaction score and the number of complaints or issues reported related to BOPIS. These help identify pain points – for example, if multiple customers comment “couldn’t find where to go,” that points to signage issues; if they say “waited too long in my car,” that points to staffing or communication issues.
• Operational Productivity Metrics: Internally, retailers may measure things like orders picked per hour per associate or average pick time per order. These metrics help in staffing models and finding efficiency gains. If one store’s team can handle 10 orders per labor hour while another can only do 5, there may be best practices to share or retraining needed. Productivity metrics must be balanced with quality (rushing shouldn’t cause mistakes), but they are essential for scaling the operation cost-effectively. Additionally, tracking cost per order for BOPIS vs shipped can be insightful – many find BOPIS fulfillment cost (labor etc.) is lower than shipping cost, which is a positive sign for profitability, but if it creeps up, maybe labor is being used inefficiently.
• Infrastructure Capacity Utilisation: This is more of a logistical metric – e.g., locker utilisation rate (if lockers are installed, what percentage are filled at peak times) or storage space utilisation (is the pickup holding area overflowing?). Monitoring these helps plan expansions or adjustments. If lockers are 100% full every afternoon, maybe more lockers or faster turnover is needed. If a store’s pickup shelves are maxed out, maybe more frequent pickups or space reallocation is necessary.

Focusing on these metrics gives retailers a full picture of their BOPIS program’s health. In practice, an executive dashboard for omnichannel might show: daily BOPIS orders vs last week, average ready-time, % on-time fulfillment, pickup rate, customer satisfaction, plus any issue tickets. Trends can be analyzed – e.g., does fulfillment time spike on weekends, indicating a need for weekend staff increase? Do certain stores have higher cancellation rates – indicating inventory problems at those locations?

By managing with metrics, retailers can continuously refine their BOPIS execution. For example, if the data shows strong adoption but lagging satisfaction, initiatives can be launched to improve the experience. If adoption is low, marketing efforts or better placement of the option online might be the answer. These KPIs essentially ensure that BOPIS remains not just an offering, but a well-oiled machine that consistently delivers on its promises of convenience and speed, while benefiting the retailer’s business objectives.

Having covered how to measure success, let’s turn to some real-world case studies demonstrating best-in-class execution of BOPIS. Seeing what global retail leaders have achieved can provide inspiration and lessons for any retail executive considering how to up their omnichannel game.
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Best-in-Class Global Case Studies

Many retailers around the world have successfully implemented BOPIS and are reaping significant rewards. Let’s look at a selection of best-in-class case studies spanning different retail sectors and regions, highlighting the strategies and results that make them stand out:

• Target (USA): Target has become a poster child for omnichannel success, and BOPIS (along with curbside “Drive Up”) is central to that story. Target introduced its Drive Up curbside service in 2018 and heavily promoted in-store pickup options via its app. The results have been striking – Target reported that its same-day fulfillment services (Store Pickup, Drive Up, and Shipt delivery) grew over 400% from 2019 to 2021, with Drive Up alone accounting for a huge portion of that growth. Target’s focus has been on speed and convenience: in many locations, they consistently have orders ready within an hour, and curbside wait times are usually under 2 minutes. Financially, these services have boosted Target’s sales and done so efficiently – fulfilling an order through BOPIS/curbside costs the company significantly less than home delivery. Additionally, Target noted that customers using these pickup options tend to spend more and shop more often, demonstrating how BOPIS can deepen loyalty. Target’s example shows that a traditional brick-and-mortar retailer can transform its image and performance by leveraging stores as a strength in e-commerce fulfillment.
• Walmart (USA): As the world’s largest retailer, Walmart embraced BOPIS early, especially through its grocery division. Walmart’s version of BOPIS (often just called “Pickup”) was rolled out at scale across thousands of stores. Pre-pandemic, Walmart installed giant pickup towers in many supercenters – these were 16-foot tall automated vending machines that dispensed online orders (for general merchandise) to customers by scanning a code, showcasing an investment in tech-driven convenience. During 2020, Walmart’s grocery pickup (and parallel curbside service) became a lifeline for millions of customers, and Walmart’s e-commerce sales surged by ~70% in one quarter, partly attributable to store pickup services. One of Walmart’s innovations was integrating BOPIS with its grocery app – customers could order groceries online and have employees do the shopping. By 2022, Walmart had also introduced a self-service locker and kiosk system in some stores for 24/7 pickup. The success can be seen in market share: Walmart leveraged BOPIS to compete head-on with Amazon’s convenience, offering something Amazon couldn’t – immediate pickup from local stores. Walmart learned to optimise staffing (having dedicated personal shoppers for online orders) and even repurposed parking lot space for pickup staging. The outcome is a robust omnichannel offering where Walmart’s physical footprint (90% of Americans live within a short drive of a Walmart store) became a competitive advantage in fulfilling online orders instantly.
• Nordstrom (USA): Upscale fashion retailer Nordstrom has long been known for customer service, and it extended that ethos to omnichannel. Nordstrom integrated BOPIS (which they call “Buy Online, Pick-Up In Store”) in creative ways. In addition to using their full-line department stores for pickups, Nordstrom launched Nordstrom Local – small service-oriented storefronts with no inventory for sale, which serve as convenient pickup/alteration/return hubs in urban neighborhoods like Los Angeles and New York. This innovation recognized that in dense cities, getting to a mall could be inconvenient, so they brought the pickup closer to the customer. By 2019, Nordstrom revealed that in certain markets (e.g., Southern California), over half of all online sales were being picked up in-store or at curbside – an enormous share – and that this was driving incremental store traffic. Co-president Erik Nordstrom highlighted that an order pickup is the company’s most profitable transaction because it yields additional sales and avoids shipping fees. Nordstrom also allowed mixed-channel convenience, such as permitting curbside returns of online items and even BOPIS for Nordstrom Rack (their off-price chain) to draw customers into various brand touchpoints. This case illustrates how even a high-service retailer can use BOPIS to enhance service — for example, customers can try on items at pickup and immediately exchange sizes if needed, or get tailoring done — creating a seamless continuum between online browsing and store experience.
• Home Depot & Lowe’s (USA): In home improvement retail, BOPIS is a natural fit (people often need a tool or materials immediately to get on with a project). Home Depot invested heavily in its “Interconnected Retail” strategy. Starting around 2018, Home Depot poured billions into supply chain and tech upgrades to link online and store inventory. By 2019, roughly 50% of Home Depot’s online orders were fulfilled via pickup in a store, reflecting how customers use online as a reservation and the store as the fulfillment center. They also implemented pickup lockers in many stores to streamline the process for smaller items. Lowe’s, a chief competitor, also prioritised BOPIS and saw immediate returns. An executive from Lowe’s noted that in early 2019, about 60% of Lowe’s online orders were picked up in stores, showing customer preference. Lowe’s ramped up its capabilities by deploying mobile devices to staff for picking and by redesigning store layout to accommodate staging areas. Both retailers experienced higher online sales volume and improved overall sales through these omnichannel moves. They also found that offering BOPIS helped them manage inventory better – slow-moving items in one store might sell via online to a customer in that same area, whereas previously it might have sat unsold. The key takeaway from home improvement leaders is that integrating online ordering with local store pickup greatly enhances customer convenience for bulky or urgent-need items, and fosters loyalty (contractors, for example, became frequent users of BOPIS to save time).
• Petco (USA): Petco, a pet supplies chain, is a great example from the specialty retail segment. Petco rolled out BOPIS in 2019 across its 1,500+ stores. The response was immediate: in the first month, Petco saw over 100,000 BOPIS orders and a 5% increase in new customers using its e-commerce platform. This showed that BOPIS was not only serving existing shoppers but actually attracting people who perhaps hadn’t bought from Petco before, likely drawn by the convenience. Petco integrated the service into its Pals rewards app, making it easy for pet owners to replenish pet food or supplies online and pick them up the same day (critical if you’re about to run out of dog food, for example). They also implemented curbside during the pandemic for safety. Petco’s leadership noted that omnichannel customers (those using both online and store) tend to spend significantly more annually than single-channel customers. By making BOPIS easy, Petco has increased those valuable omnichannel engagements. The retailer has also used stores to fulfill ship-from-store in some cases, but found that many customers prefer store pickup for pet items so they can avoid delivery fees and get it right away. Petco’s swift success with BOPIS emphasizes that even outside of general merchandise or grocery, customers appreciate and use the service, leading to higher sales and loyalty.
• Woolworths (Australia): Shifting to the Asia-Pacific region, Australia’s largest supermarket chain Woolworths offers a strong case study. Woolworths has offered “Click & Collect” (their term for BOPIS) for several years, and it saw massive growth during 2020-2021. By 2021, click-and-collect comprised a significant portion of Woolworths’ online grocery orders (industry data indicated that around 13-14% of all online retail in Australia in 2021 was click-and-collect, driven largely by grocery and department stores). Woolworths invested in dedicated pick-up lanes and drive-thru facilities at many stores, allowing customers to pull up and have groceries loaded into their car. They also experimented with temperature-controlled lockers at transit stations and in some apartment complexes for customers to pick up groceries at their convenience. The convenience and reliability of these services have been a key differentiator in the competitive grocery market. Similarly, Coles, the other major Australian grocery chain, expanded its click-and-collect offerings. These examples show how BOPIS is a core part of grocery omnichannel strategy in Australia, much like in the US, and Australian consumers have embraced it for its convenience (avoiding in-store shopping time and delivery fees).
• Tesco (UK): In the UK, Tesco (one of the world’s largest grocery retailers) has been a pioneer in click-and-collect. Tesco began offering grocery click-and-collect as early as 2013 and steadily expanded it. They set up drive-up collection points at stores and even click-and-collect pods in non-store locations (like parking lots in cities where there might not be a nearby Tesco superstore). By having refrigerated trucks or lockers stationed, they could serve densely populated areas with pickup services. Tesco’s omnichannel approach paid off during the pandemic, when demand for pickup slots surged and they were able to increase capacity quickly. Post-pandemic, Tesco continues to see strong usage of click-and-collect as customers appreciate the flexibility. The UK has one of the highest e-grocery adoption rates globally, and a lot of that is click-and-collect rather than home delivery, due to cost efficiency. Tesco’s consistent innovation (like rolling out automated robotic pickup points in some locations) makes it a case study to watch.
• Alibaba’s Hema (China): Alibaba, known for e-commerce, also operates physical grocery stores called Hema (or Freshippo) in China, which exemplify the blend of online and offline. Customers order via a mobile app and can either get items delivered in as fast as 30 minutes or pop into the store to pick up. The stores are designed as a hybrid of supermarket and fulfillment center – with conveyer belts overhead carrying orders for delivery and designated pickup counters. In urban Chinese environments, many customers place orders on their phone during the day and swing by a Hema store on their way home to quickly grab their bag of groceries (already paid for and assembled). This model has been expanded to dozens of cities and showcases how a digital-native approach to brick-and-mortar can make BOPIS extremely efficient. Hema uses data to stock the items local customers are likely to order, and integrates loyalty and recommendations into the app to spur more usage. It’s a leading example of New Retail in Asia, where the distinction between online and offline commerce is practically erased. Others in China (like JD.com with its 7Fresh stores, or Suning with electronics stores offering pickup) similarly illustrate the global trend: convenience and speed are universal, and retailers across Asia are tailoring BOPIS to local needs (for instance, in some places, pickup might be from a network of neighbourhood mom-and-pop stores acting as agents).

These case studies illustrate a few common themes: commitment to omnichannel investment, focus on customer convenience, and leveraging unique strengths (like store networks or technology) to make BOPIS a success. They also show that BOPIS can be adapted to many retail verticals – from fashion to groceries to home improvement – and to various geographies. Each retailer innovated in ways that suited their customers: Nordstrom added service hubs, Walmart added automation and scaled reach, Target emphasised speed and ease through its app, and international players like Tesco and Alibaba reimagined store layouts and partnerships.

For a retail executive, these success stories provide inspiration and proof that done right, BOPIS drives tangible results: higher sales, happier customers, and a stronger competitive position. The next step is understanding how to emulate these successes in one’s own organization. In the next section, we’ll discuss organisational and operational best practices that retailers should adopt to implement BOPIS effectively, gleaned from lessons learned across the industry.
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Organisational & Operational Best Practices

Launching and scaling a BOPIS program isn’t just about technology or front-end experience – it requires organisational alignment and strong operational execution. The following best practices address how to structure teams, processes, and workflows for BOPIS success:

• Break Down Channel Silos: Organisationally, it’s crucial that your e-commerce and store operations teams work hand in hand, rather than as separate silos. BOPIS is a shared responsibility – online generates the order, and the store fulfills it. Many retailers have merged their online and offline divisions into a unified omnichannel team or at least created cross-functional task forces for omnichannel initiatives. One specific practice is aligning incentives: ensure that store managers and associates get credit for BOPIS sales (since their work fulfills those orders). For example, if an online sale is picked up at Store #123, attribute that sale in part to that store in performance metrics. This fosters a sense of ownership at the store level. By the same token, train call center or customer support staff in BOPIS policies too – so if a customer calls about their pickup order, any representative can help seamlessly. The overarching goal is to eliminate any “us vs. them” mentality between online and stores. Everyone should rally around serving the customer in whatever channel combination they choose. Leadership can reinforce this by communicating omnichannel success stories in internal newsletters and making omnichannel sales growth a common goal.
• Develop Clear SOPs (Standard Operating Procedures): Operationally, consistency and clarity are key. Every store should know the exact process for handling a BOPIS order, from the moment the order appears in the system to the moment the customer picks it up. Document step-by-step procedures and train employees on them. For instance: how quickly should an order be picked after it comes in? Where should the picked items be stored (perhaps with a label including customer name and pickup deadline)? What to do if an item can’t be located? How to handle perishable items (in case of grocery, there might be guidelines to refrigerate or only pick those items when the customer is near arrival)? And what’s the protocol when the customer arrives – what identification to check, etc.? By standardising these practices, you reduce errors and variability. New staff should be onboarded with BOPIS procedures as part of their core training, not as an afterthought. Also consider creating a quick-reference checklist or even a simple dashboard in the store’s system that guides associates through the workflow (“Step 1: Acknowledge Order, Step 2: Pick Items within 30 min, Step 3: Mark Ready, Step 4: File in bin, Step 5: Verify ID at pickup”). The more routine it becomes, the smoother the execution.
• Optimise Store Layout and Resources for Pickup: A best practice observed in successful BOPIS retailers is dedicating space and resources specifically for online order pickup and staging. This means setting aside a section in the stockroom or front of store where picked orders can be stored in an organised manner (shelves or carts labeled by order or alphabetically). If possible, allocate one or more parking spots near the entrance for curbside pickups, with clear signs (“Reserved for Pickup Customers – Text when you arrive”). Ensure the pickup counter (if inside) is clearly marked and ideally near the entrance so BOPIS customers don’t have to walk the entire store – remember, they chose pickup for convenience and speed. Some stores even have a separate pickup entrance or kiosk. If your stores are large or multi-level, consider whether staffing a dedicated pickup desk (especially during peak hours) is warranted. The goal is to make the physical journey of the pickup customer as efficient as possible. Internally, also equip stores with things like shopping carts or tote bags designated for assembling BOPIS orders – so an associate can pick into a tote and drop it at the staging area without items getting lost. Little touches, like having thermal bags for frozen grocery items or locking cabinets for high-value electronics waiting for pickup, can ensure quality and security in the process.
• Employee Training and Empowerment: Your store associates are the face of the BOPIS experience. Train them not just on the mechanics of the process, but also on the customer service aspect. For example, when handing off an order, a friendly associate might ask “Did you find everything okay online? Do you need anything else today?” – this can prompt additional sales or at least leave a positive impression. Empower associates with tools and authority: if a customer arrives and an item is unexpectedly out of stock, associates should feel empowered to apologise sincerely and perhaps offer an immediate alternative or incentive (like “We’re so sorry, we’ll ship it to your home for free” or “We can substitute a similar product and give you a discount for the inconvenience”). Those on the front lines need the backing to solve problems on the spot to keep customers happy. During training, use role-playing scenarios: how to handle an angry customer whose order was delayed, how to verify identity smoothly, how to tactfully encourage the customer to check the product if it’s something like an electronic device, etc. Also, educate them on why BOPIS matters to the business – staff who understand that “Customers who use this service often spend more and come back more” will take it seriously as a growth driver, not just extra work.
• Leverage Data for Inventory Allocation: A more behind-the-scenes best practice is using data analysis to ensure the right inventory is available at the right locations for BOPIS. If you have multiple stores in a region, you might analyze which items are frequently ordered for pickup and in what areas. Then, adjust your inventory replenishment to stock more of those popular BOPIS items in those local stores. For example, if you notice a lot of online orders for a certain toy for pickup in suburban stores, make sure those stores keep ample stock. Some advanced retailers even pre-position inventory in anticipation of online demand (a concept known as “omnichannel inventory optimization”). The best practice here is essentially not treating store inventory and online inventory separately – it’s one pool serving both channels. So merchandising and planning teams should incorporate e-commerce demand into store inventory decisions. This reduces cancellations and improves fulfillment speed. It may require establishing new forecasting models or KPIs for inventory such as “pickup availability rate.”
• Communication & Change Management: Rolling out BOPIS enterprise-wide can be a big change. Best-in-class implementations invest in internal communication. They clearly announce to all store teams the what, why, and how of the new service. They celebrate early wins (“Store #5 fulfilled 1000 pickup orders in its first month with 99% satisfaction!”) to motivate others. They also gather feedback from stores: maybe staff have ideas to improve the process that corporate folks didn’t consider. Create channels for that feedback – an online forum, regular calls, or a dedicated field liaison for BOPIS. By involving employees in continuous improvement, you not only get great ideas, you also build buy-in. Change management also extends to customers: ensure your marketing communications explain how to use the new service. In-store, you might put signs “Buy Online, Pick Up Here – ask an associate for details” to educate those who haven’t tried it. Online, make sure the option is clearly shown and maybe include a note like “Now available: pick up in 1 hour at your local store!” to entice usage. Educating customers and staff alike is an ongoing process, but it pays off in higher adoption and smoother operations.
• Pilot and Scale: If you haven’t launched BOPIS yet or are expanding new features (like lockers or curbside), a best practice is to pilot in a few locations first. Choose a variety of store types (e.g., one high-volume urban store, one smaller suburban store) to test the processes and technology. This controlled rollout allows you to troubleshoot issues – maybe the notification emails need tweaking, or you discover peak times you hadn’t anticipated. Use the pilot to create a playbook, then scale up gradually. Many retailers initially launch BOPIS in a handful of stores and then rapidly expand to hundreds once they iron out kinks. When scaling, ensure each wave of new stores gets proper training and perhaps extra support in the first week (like field specialists or HQ team members on-call to answer questions). This phased approach prevents large-scale failures and builds confidence across the organisation.
• Continuous Improvement (Kaizen): Treat BOPIS as an evolving service. Gather metrics (as discussed) and feedback continuously, and hold regular reviews (perhaps monthly omnichannel ops meetings) to discuss what can be improved. Maybe the data shows some stores struggle with evening order surge – the solution might be to introduce a second picking shift in late afternoon. Or customer feedback indicates confusion about pickup hours – the solution could be clearer messaging in notifications. Encourage a culture of kaizen (continuous improvement) where employees at all levels can contribute ideas. Some retailers incentivize this by, say, rewarding a store team that comes up with a process tweak that’s adopted chain-wide. Keep an eye on competitors too – if others start offering, for example, 30-minute pickup guarantees or curbside check-in via license plate recognition, evaluate if those make sense for you too. The retail landscape is dynamic, and what was “best practice” last year might be standard practice now with new best practices emerging.

To summarise, organisational and operational excellence in BOPIS comes down to people, process, and culture. Align your people with unified goals and good training. Design your processes for clarity, speed, and consistency. And cultivate a culture that embraces omnichannel retail – one that is customer-centric and open to adapt as needed. By following these best practices, a retailer can significantly increase the odds that their BOPIS offering runs efficiently, delights customers, and contributes positively to the company’s performance. With the right foundation in place, BOPIS truly becomes a competitive asset rather than a complicated add-on.

Now, beyond convenience and profits, there’s another angle to BOPIS worth exploring: sustainability. In the following section, we will discuss how BOPIS can also yield environmental benefits and support a retailer’s sustainability goals – an increasingly important aspect in today’s retail strategy.
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Sustainability Benefits of BOPIS

Beyond the immediate business benefits, BOPIS can also contribute to a retailer’s sustainability and environmental goals. In an era where consumers and companies alike are paying more attention to carbon footprints and eco-friendly practices, it’s worth highlighting how buy-online-pickup-in-store can be a greener option compared to traditional delivery in several ways:

• Reduced Last-Mile Delivery Emissions: The “last mile” of delivery (getting an order from a local distribution center to the customer’s doorstep) is often inefficient – think of many individual trucks or vans making stops at multiple homes. BOPIS consolidates this by having customers themselves do the last mile (often as part of their routine errands or commute). If a customer picks up an order on their way home from work, that potentially eliminates a separate delivery trip that a courier vehicle would have made. Fewer delivery vehicles on the road means lower fuel consumption and emissions overall. A single delivery truck might be replaced by dozens of customer cars, which seems counterintuitive environmentally, but consider that those customers may already be out and about. If BOPIS orders are coordinated with trips people are making anyway, it results in a net reduction of trips. Studies in logistics have shown that store pickup can be more carbon-efficient especially when customers batch their store trips. Of course, the exact impact depends on customer behavior (a special 10-mile trip by car for one small item might not be as green), but in aggregate, widespread adoption of pickup reduces the need for a parallel fleet of delivery vehicles crisscrossing neighborhoods.
• Less Packaging Waste: Anyone who orders products online knows the drill: a relatively small item often comes in a big cardboard box stuffed with bubble wrap or air pillows. That packaging is largely single-use and ends up as waste (hopefully recycled, but not always). With in-store pickup, retailers can significantly cut down on packaging materials. In many cases, the item is simply taken off the shelf in its normal retail packaging and handed to the customer, possibly with just a small carry bag. No need for an additional shipping box, filler, or excessive plastic tape. This can eliminate a huge amount of cardboard and plastic waste over thousands of orders. Some retailers even encourage customers to bring their own reusable bags for pickup, further reducing packaging. Less packaging not only means lower material costs for the retailer, but also aligns with sustainability commitments to reduce waste. It’s a tangible benefit: for instance, a clothing retailer that switches a portion of orders to store pickup could save thousands of cardboard boxes and poly mailers per year.
• Bulk Shipping Efficiencies: When items do need to be transported from a warehouse to a store (in the case of a ship-to-store fulfillment for BOPIS), they are often sent in bulk shipments along with other store stock, rather than as individual parcels to separate addresses. Consolidating shipments is more fuel-efficient. A truck delivering 100 items to one store has a smaller carbon footprint per item compared to delivering those 100 items to 100 different homes across town. Essentially, stores act as efficient distribution hubs where customers collectively pick up items. Retailers can optimise these bulk deliveries using existing store replenishment routes, adding minimal extra mileage. This leveraging of existing logistics networks means BOPIS can piggyback on shipments that were happening anyway (for regular store inventory), whereas home delivery creates entirely new logistics demands.
• Lower Return Shipping Impact: Returns are an often overlooked environmental cost of e-commerce – shipping items back and forth, sometimes cross-country, adds carbon emissions and waste (many returned items can’t be resold and end up discarded). With BOPIS, the return process can be local and immediate. If a customer isn’t happy with a product at pickup, they can hand it right back, and it goes back on the shelf at that store. Or if they return it a few days later to the store, it travels in their personal vehicle alongside other errands, not via a separate truck trip. This avoids the carbon footprint of shipping returns back to warehouses. It also increases the chance the item is resold (since it’s already in a store, it can be put out for sale again, rather than being shipped to a central warehouse or discarded). All of this reduces waste and emissions associated with the reverse logistics of online shopping. A simple example: a customer orders three pairs of shoes online (different sizes) planning to keep one and return two. If that’s done via home delivery/return, that’s multiple delivery trips plus return shipments. If done via BOPIS, the customer can try at pickup and only take the one they want – the others never left the store inventory for more than a moment.
• Encouraging Local Shopping Habits: BOPIS inherently ties online shopping to local stores. This might encourage consumers to support and engage with local retail more. If customers get used to going to nearby stores to pick up, they may also shop more while there (reducing the need to order items from far-off warehouses). It creates a model where communities are served by nearby fulfillment rather than everything being shipped from mega-centers hundreds of miles away. Keeping commerce more local can reduce transportation distances overall. Additionally, physical stores can serve multiple customers in one area, acting as a node that prevents redundant trips. The sustainability angle here is subtle but real: a distributed network of stores fulfilling orders can be more energy-efficient than a centralised shipping model, especially as renewable energy and efficiency measures are applied at store sites.
• Opportunity for Greener Operations: Implementing BOPIS also gives retailers a chance to integrate other sustainable practices. For example, some retailers use electric delivery vans or bikes for ship-to-store transfers or last-mile leg to lockers. Stores can use solar panels to offset energy used for extra refrigeration (in grocery pickup) or use sustainable materials in their pickup packaging (like compostable bags). Smart pickup lockers can be solar-powered in some cases. In summary, companies can build environmental considerations into their omnichannel expansion. Many forward-thinking retailers highlight that omnichannel is part of their strategy to reduce emissions by optimising logistics (which is a significant part of retail’s carbon footprint).
• Customer Perception and Behaviour: Offering BOPIS can align with the values of environmentally conscious customers. Some customers actively choose in-store pickup because they feel it’s less wasteful than delivery – they’re happy to combine shopping trips to reduce packaging and delivery van traffic. Especially in Europe and parts of Asia, a segment of consumers are quite carbon-footprint aware and may gravitate to retailers that enable them to make greener choices. By highlighting sustainability benefits (“Choose Pickup to reduce packaging – thank you for helping us cut waste!” in an order confirmation, for instance), retailers can reinforce positive behaviour and differentiate their brand as one that cares about the planet.

It’s important to acknowledge that BOPIS isn’t automatically a sustainability silver bullet – if a customer drives a long distance out of their way just for a pickup, the carbon impact could be higher than a well-optimised delivery route. However, in practice, many BOPIS users are either already near the store (hence why they chose that store) or combine the pickup with other tasks. The net effect in many scenarios is a reduction in overall vehicle miles traveled and a significant drop in packaging waste.

Retailers looking to maximise this benefit should analyse patterns: encourage customers to choose stores closest to them, perhaps offer incentives for grouping orders (fewer trips), and communicate tips like “Pro tip: when you come to pick up, bring any returns or recycling (some stores collect recyclables) to make the most of your trip.” Some retailers have considered giving small discounts or loyalty points for using store pickup under the logic that it saves costs and is eco-friendly – effectively sharing the benefit with customers.

In conclusion, BOPIS, as part of an omnichannel strategy, has positive sustainability implications: it leverages physical stores to cut down on the less eco-friendly aspects of e-commerce (excess packaging and redundant last-mile journeys). For retailers with sustainability commitments or carbon reduction targets, expanding BOPIS can be a tactic to help meet those goals. It’s a great talking point as well – companies can say to their customers and investors: “We’re innovating not just for convenience and profit, but also for the environment.” That narrative resonates strongly in today’s marketplace.

Having covered sustainability, let’s look ahead. What does the future hold for BOPIS and omnichannel retail? The final section will explore emerging trends and how BOPIS might evolve in the coming years, and wrap up how retailers can turn these services into lasting competitive advantages.
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The Future of BOPIS

BOPIS is already a key component of modern retail, but like all aspects of retail, it continues to evolve. What does the future hold for BOPIS? We can expect it to become even more sophisticated, seamless, and prevalent. Here are some trends and forward-looking thoughts on the future of BOPIS:

• Deeper Integration into Consumer Life: BOPIS will become an almost default expectation for shoppers. Just as free shipping became standard in e-commerce, fast pickup options will be standard for omnichannel retailers. We’re likely to see an expansion of BOPIS beyond retail goods into other industries – for instance, more restaurants, pharmacies, and service providers offering online order and pickup in a coordinated way. Already, we see libraries doing “order books online, pick up at branch,” and hospitals doing “order your prescription online, pick up at pharmacy.” The concept of ordering ahead and picking up will be ubiquitous across sectors. Consumers will come to assume that any purchase they make can be obtained either by delivery or by a quick pickup, whichever is convenient at the moment.
• Hyper-Fast and Predictive Fulfillment: The speed of fulfillment is set to increase. Some retailers are experimenting with 30-minute pickup guarantees or even less for in-store stock. As technology like AI forecasting and real-time inventory robots improve, stores might pre-pick or stage expected high-demand items before orders are even placed (for example, anticipating that on a hot day lots of people will order BBQ supplies for pickup). Predictive BOPIS could become a thing – imagine a store that has your frequent purchases ready for you every Friday because it knows your pattern and you just confirm with one click. Retailers will strive to narrow the gap between “order” and “ready” to as close to zero as possible, effectively turning stores into immediate gratification hubs that rival the convenience of grabbing an item off the shelf (with the benefit of having it reserved for you).
• Smarter Technology & Automation: The next generation of BOPIS tech will likely include more automation in stores. This could mean robotic systems that retrieve products from the backroom to a front pickup locker automatically (some warehouses already do this; applying it at store scale is next). We might see more widespread use of electronic shelf labels and RFID, so as soon as an online order comes in, a system can guide an associate directly to the item’s precise location or even have a robot fetch it. Augmented reality (AR) could come into play – a smartglasses headset for pickers that highlights the item on the shelf visually. For customers, augmented reality through their phone might show a navigation path inside the store to the pickup point or overlay their shopping list if they also want to browse (combining pickup with in-store shopping in a guided way). Additionally, expect more apps and customer-side tech: for example, car GPS integration – your car’s navigation might link with a retailer’s app to automatically signal your arrival. License plate recognition and curbside kiosks may become common, removing even the step of calling or tapping “I’m here.”
• Expansion of Pickup Locations (Beyond Traditional Stores): The future likely holds a more distributed network of pickup points. Retailers may partner with third-parties to offer pickup at places like convenience stores, lockers in apartment lobbies, transit stations, or even at workplaces. For example, a retailer might let you pick up your online order from a local petrol station’s secure locker if that’s nearer to you. These partnerships and networks (some already facilitated by logistics providers) will mean customers have a menu of pickup choices at checkout: not just “which store” but maybe “which locker or partner location” is best for you. This can be especially useful in areas where a retailer doesn’t have a dense store presence or for 24/7 availability. In the Asia-Pacific region, convenience store pickup for e-commerce parcels has been popular for years – that concept might broaden globally with major retail chains linking up. Essentially, we could see the uber-isation of pickup, where any corner shop or vetted location could become a pickup point for various retailers, coordinated by apps.
• Omnichannel Convergence & Experience: BOPIS will be part of a larger trend of unified retail experiences. The future might not even label things BOPIS or BOPAC because everything is just “commerce” – customers browse, buy, and get their items when and how they want. Loyalty programs will integrate with this: for instance, a VIP loyalty member might get perks like reserved parking for pickup, or their order brought out with a free sample in the bag. We’ll also see more experiential elements added: some retailers may use the pickup moment as a chance to surprise and delight (imagine a fashion retailer having a stylist present a picked-up outfit to you and suggest accessories on the spot – turning pickup into a personalized mini-appointment). Grocery stores might tie in meal kits or upsell based on what you bought online (“Your steak is ready; would you like this new seasoning to go with it? We have it at the counter for you to consider.”). The point is, BOPIS doesn’t have to remain a purely utilitarian handoff; it can be an opportunity to reinforce brand, service, and sales in creative ways.
• Sustainability and Efficiency Gains: Going forward, retailers might explicitly optimise BOPIS for sustainability, as discussed. They might give customers options like “green pickup” times – for example, encouraging pickups at certain off-peak times when the store is less crowded, which could smooth traffic and reduce idling. Some might invest in electric lockers or solar-powered pickup stations. As electric vehicles become common, even the notion of a customer driving for pickup becomes greener. We could also envision integration with mobility services – maybe autonomous vehicles or drones could even play a role in shuttling orders to micro pickup hubs (blurring lines between delivery and pickup; e.g., a drone drops your order to a secure box on your roof or at a central spot in your village, which is a hybrid of delivery and pickup concept). It sounds fanciful, but many companies are working on autonomous delivery; if that scales, retailers will adjust their models accordingly.
• Data-Driven Personalisation: In the future, the data collected from BOPIS usage will allow retailers to personalise marketing and operations more. For example, if the data shows a customer frequently does pickup on Friday evenings and often buys extra wine and snacks when they do, the retailer could push a personalised offer Friday noon: “Order your weekend party supplies now for pickup at 6pm, and here’s 10% off your favorite wine since you’re a loyal pickup customer.” Personalisation engines will use BOPIS as another signal in how they communicate and serve customers. Additionally, retailers will measure the full omnichannel customer lifetime value and see BOPIS users often spending more over time, which will encourage them to invest further in those customers (perhaps a tiered rewards for number of pickups, etc.).
• Competitive Necessity and Continuous Innovation: Looking ahead, those retailers who can innovate continuously on their BOPIS and omnichannel offerings are likely to outpace those who do not. We might see new hybrids, like mobile stores or “pickup trucks” (somewhat literally, like a truck that brings a selection of orders to a neighborhood and you pick up from the truck at a scheduled time – kind of like an ice-cream truck model for retail orders). Or pop-up pickup spots during holiday season in high-demand areas to manage volume. Retailers will need to remain agile – consumer behavior will also dictate changes. For instance, if augmented reality shopping from home becomes big (where you virtually browse a store), the pickup might be triggered differently (like you virtually fill a cart in an AR store, then the real items are gathered for you). The consistent theme is convenience and immediacy.

In summary, the future of BOPIS is one of expansion and enhancement. It’s on track to become even more core to retail, with faster service, smarter infrastructure, and broader reach. Retailers will aim to make the process so integrated and easy that a customer hardly notices the mechanics – they just shop and get stuff, wherever and however is best for them at that moment.

For decision-makers, the implication is clear: investing in omnichannel capabilities like BOPIS is investing in the future relevancy of your retail business. Those who hesitate may find themselves playing catch-up or losing customers to competitors (or tech giants) who offer more flexibility. Those who lead will find that BOPIS and its evolutions can drive customer loyalty, operational efficiencies, and additional sales.

Finally, let’s wrap up with a conclusion that underscores how BOPIS can be turned into a lasting competitive advantage and summarises the strategic takeaways from this comprehensive look at BOPIS meaning, benefits, and best practices.
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Conclusion: Turning BOPIS into a Competitive Advantage

Buy Online, Pick Up In-Store is far more than a buzzword or a trend – it’s a fundamental shift in retail operations and customer expectations. As we’ve explored, BOPIS blends the strengths of online shopping (convenience, breadth of choice) with the advantages of physical stores (immediacy, tactile experiences, face-to-face service). For retailers and executives, the message is clear: BOPIS and its related omnichannel strategies are now a competitive necessity. But beyond keeping up with the pack, there’s an opportunity to turn BOPIS into a true competitive advantage that differentiates your brand and drives superior results.