In-Store or Curbside Pickup: 9 Tips for Launching a BOPIS Program

Today’s customers demand efficiency. They don’t want to wait in line for hours to buy the latest iPhone or stock up essentials.

Curbside pickup or buy online, pick-up in-store (BOPIS) are more popular than ever. And increasingly, retail customers expect you offer a BOPIS program.

Fortunately, offering BOPIS to customers has gotten easier than ever. You don’t need expensive third-party software or fancy hardware to offer it. Instead, curbside pickup software is commonly built into the best retail POS systems.

With POS-based BOPIS software, you can add curbside pickup as an option to your ecommerce checkout. The software then automates the entire process, from order placement, to picking, “Your Order Is Ready” email, and ultimately, customer pickup in the store.

Interested in how curbside pickup works? This guide explores what it is and how curbside pickup software offers end-to-end support.

What Is Curbside Pickup in Retail?

Curbside pickup refers to allowing customers to place an order online, and then pick up the order at your store. Generally, the customer places an order on your website or ecommerce store.

Then, commonly, curbside pickup software automates the order picking, sends an automated message, and facilitates a pickup time with the customer. The most common forms of click-and-collect include:

• Curbside pickup – The order is brought to the customer outside the store. Grocery stores increasingly offer this option for customers. Generally, a customer uses an app or calls the store to let them know they’ve arrived, and store staff then brings the order out.
• Buy Online, Pickup In-Store – The order is placed online, and then the customer picks up the order in the store, typically at a customer service desk. Home Depot, for example, offers a very robust BOPIS program.
• Reserve Online, Pickup In-Store – This is a click-and-collect model in which customers place orders online and can then complete the order in store. For retailers, this may help to cut processing costs, but it can also lead to abandoned orders.

Curbside Pickup Software: How It Works

Manually managing curbside pickup fulfillment is time-consuming and error prone. BOPIS software makes the process more accurate and efficient.

Here’s what it does:

• The customer places an order on your website, app, or even via phone
• At checkout, the customer chooses in-store pickup at checkout and specifies their local store.
• A pack sheet is generated and printed in the store.
• Store staff are notified of the order.
• Staff prepare the order.
• Then, the customer is notified via email or SMS text that the order is ready.

With in-store pickup, the customer would then proceed to pick-up at the customer service counter. However, with curbside pickup, they would either need to call the store or notify staff in-app that they had arrived.

Connecting Your POS with Curbside Pickup

Commonly, retail software with strong ecommerce and POS integrations offer this feature and completely automate the process. Another benefit of POS-based BOPIS software: These systems are built for real-time inventory based on online and in-store sales to help prevent overselling.

Other key benefits of a POS with curbside pickup software include:

• Integrate with POS and offer store pickup at the register (e.g. a product is available at another location)
• Send triggered customer messages
• Update stock data in real-time
• Managing the ship-to-store process and fulfillment
• Simplifying store pickups for customers and employees

Key Benefits of Curbside Pickup

Curbside and in-store pickup options have become increasingly popular in retail due to the convenience they offer customers. These programs aren’t just a luxury. They’re increasingly something that customers expect.

However, successfully rolling out this type of program can benefit your customers and you. Here are some key ways:

For Customers

Customers love BOPIS. In fact, in 2022, U.S. shoppers spent $95 billion via buy online, pick up in-store, accounting for 9% of all online sales.

In other words, these programs can help you connect with and build loyalty with customers. Key benefits include:

• Convenience: Customers can shop from home or on the go and pick up their orders at a time that suits them.
• Time-Saving: No need to wait in line to pay or for products to be wrapped.
• Reduced Contact: In times of pandemic or health concerns, curbside pickup can minimize contact.
• Flexibility: Customers can choose between curbside or in-store pickup, depending on their preference.

For Retailers

Businesses also can enjoy benefits of a successful in-store or curbside pickup program. They include:

• Increased Sales: Offering convenient pickup options can attract more customers and boost sales.
• Improved Customer Satisfaction: Customers are more likely to be satisfied with their shopping experience when it’s convenient.
• Reduced Returns: As customers can see and inspect products before pickup, it can lead to fewer returns.
• Efficient Operations: Curbside pickup can streamline operations and reduce labor costs.
• Enhanced Omnichannel Experience: It’s a crucial component of a seamless omnichannel strategy.

Launch Your BOPIS Program: Top Tips

An effective in-store pickup program requires careful planning. Every detail counts, and the easier it is for customers and employees to manage the better.

Here are some tips for doing store pickup right:

1. Text Customers When Their Order is Ready

Effective communication is central to in-store pickup fulfillment. Sending automated text messages to customers when their orders are ready keeps them informed and engaged.

This practice allows customers to plan their pickup according to their schedules, reducing wait times and enhancing overall satisfaction. By adopting this communication strategy, businesses create a more efficient and customer-centric pickup experience.

A POS-integrated in-store pickup app will automate this process and bridge the gap between fulfilment and customers.

2. Create Better “Your Order is Ready for Pickup” Messages

This message is very important. It needs to be clear and not too long. It should also have all the important information. When writing “Your Order is Ready for Pickup” emails, include this information:

• Specific pickup locations
• Special instructions
• Personalize the message with customer / order details

Writing a good message will help customers know what to do. It also helps them feel less anxious and more confident about the pickup process.

3. Use Store Pickup Software to Automate

Streamlining in-store pickup fulfillment begins with automating order processing. Trigger workflows when orders are placed.

This will reduce the risk of errors and ensure orders are prepared promptly. An effective strategy automates:

• Order confirmation (with staff and customers)
• Store fulfilment instructions (for your warehouse staff)
• Facilitate shipping between stores
• Organizing pickup instructions
• Automation reduces the risk of errors and ensures orders are prepared promptly for pickup.

By automating routine tasks like order confirmation and preparation notifications, you free up staff for more customer-focused activities. Plus, efficiency gains through automation lead to better customer experiences, as orders are ready on time, enhancing satisfaction and loyalty.

4. Offer Flexible Pickup Times

Catering to customer preferences for pickup times is a key strategy in in-store pickup fulfillment automation. Consider extending pickup hours to accommodate diverse schedules. This flexibility significantly elevates customer satisfaction and fosters loyalty.

Customers value the convenience of choosing a pickup window that suits them and aligns with their busy lives. It reduces the stress of adhering to rigid pickup schedules and reinforces the notion that your business values their time.

Having flexible pickup times can make your business stand out and attract more customers who like convenience and personalized service.

5. Optimize Inventory Management

A key advantage of POS-based BOPIS software: It instantly connects your inventory systems.

Efficient inventory management is a cornerstone of successful ship-to-store fulfillment automation. Implement inventory tracking systems that seamlessly sync with your POS and in-store pickup app. This integration prevents issues like overselling and ensures customers receive accurate information about product availability.

Accurate inventory data is vital for managing customer expectations and avoiding disappointments.

Organizing and managing your inventory will help make sure customers get the right orders. It also builds trust with customers and makes it easier to do business quickly.

These tools should:

• Reflect ship-to-store sales in inventory
• Show you where (warehouse or another store) items are available
• Log sales in real-time

In essence, it’s the behind-the-scenes work that allows you to deliver a seamless and reliable in-store pickup fulfillment experience.

6. Train Staff Effectively

Your staff plays a pivotal role in the success of a curbside pickup program.

Therefore, you need to thoroughly train them in the curbside pickup software and develop clear guidelines for processing and fulfilling orders.

Effective training ensures your team can manage orders efficiently while providing a high level of service. Well-trained staff are better equipped to address customer inquiries, resolve issues, and maintain a positive brand image.

Investing in their training pays off in enhanced customer satisfaction and loyalty. The employees in your store are the people customers will see when they pick up their orders.

7. Gather Customer Feedback

Continuous improvement is the key to success. Encourage customers to share their thoughts about your store pickup process.

Use this feedback to pinpoint areas for improvement and refine your process. Customer insights are a goldmine for enhancing processes, addressing pain points, and identifying opportunities to exceed expectations.

By actively seeking and acting on feedback, you demonstrate your commitment to providing the best possible experience. This iterative approach drives ongoing enhancements, ensuring your in-store pickup service remains competitive and aligned with customer needs.

8. Monitor Key Metrics

Tracking metrics is essential for a successful BOPIS program. Fortunately, BOPIS software makes it easy to monitor KPIs like:

• Order fulfilment times
• Pickup times
• Order accuracy
• Customer satisfaction

Regularly review these metrics to track progress and make necessary adjustments.

Monitoring data ensures you stay aligned with your goals and customer expectations. It allows you to identify trends, spot bottlenecks, and seize opportunities for improvement.

9. Promote Curbside Pickup Options

Don’t overlook the importance of promoting your in-store pickup program. Use targeted marketing and clear website messaging to inform customers about this convenient choice. Highlight the benefits, including reduced wait times and enhanced convenience.

Make it easy for customers to understand how in-store pickup works and why it’s advantageous.

Challenges to Avoid When Creating a BOPIS Program

A Buy Online, Pick Up In-Store program can be a valuable addition to your retail strategy. But before you launch, be aware of potential challenges to avoid.

Here are some key areas to consider:

1. Inventory Management

Without accurate inventory, your BOPIS program can cause more harm than good. You might run into issues like overselling items and stockouts.

This is why you need a system that integrates with your POS. This will ensure real-time inventory and allow you to sync online and offline sales data. And it’s a lot easier than trying to integrate a third-party tool with your POS system and your inventory data.

2. Order Fulfillment

Customers expect this process to be flawless. Inefficiencies or confusion can turn your customers off (which makes it much harder to win them back to BOPIS shopping in the future).

Focus on these key areas:

• Efficient Processes: Establish clear processes for order picking, packing, and staging to minimize wait times for customers.
• Dedicated Staff: Allocate sufficient staff to handle BOPIS orders promptly and efficiently.
• Technology: Utilize technology, such as barcode scanners and mobile devices, to streamline order fulfillment.

3. Customer Communication

BOPIS success really comes down to communication. First, communicate expectations and processes to your staff. Then, focus on educating your customers:

• Clear Instructions: Provide clear instructions on how to place a BOPIS order and where to pick it up.
• Real-time Updates: Keep customers informed about their order status through email, SMS, or in-app notifications.
• Customer Support: Offer excellent customer support to address any questions or issues related to BOPIS.

4. In-Store Experience

Make the in-store experience foolproof. Create a designated pickup area that’s easily accessible and well-organized.

Provide efficient check-in solutions. You might send a QR code for example and have the cashier scan the code. Training your staff on this experience will also help ensure consistency and empower them with knowledge about the program.

5. Integration with Other Channels

Omnichannel is the name of the game in modern retail. With a POS-enabled BOPIS software, you can connect online shopping with in-store experiences. Some of the options include:

• Ship-to-store (for multi-location retailers)
• Local delivery and direct-to-consumer
• Curbside or in-store pickup

You might also offer a direct-ship, return in store option as well. Ultimately, the challenge is balancing all of these channels and ensuring a consistent experience.

Build a Better Store Pickup Fulfillment Process with FTx POS

You don’t need a huge team to deliver a customer-first store pickup fulfillment program. You just need the right tools.

FTx POS and FTx Commerce offer the in-store and ecommerce inventory management tools you need to create, manage, and scale store pickup automation. Our tools help you:

• Offer store pickup at the register (online or in-store)
• Manage inventory and store transfer fulfillment
• Create and send automated messages to customers
• Update your inventory in real-time to reflect store pickup sales

Need some help getting started? The FTx POS team can help you set up and launch an in-store pickup workflow in your POS. Call us today to learn.