A tried and true way to make life easier is leveraging in-store pickup. It is a scenario I use when I am already headed to the store like we talked about in my Make or Break Customer Relationships This Spring Break blog, or I realize I am out of a necessity for a trip and I have to catch the flight in the morning. The ease of having someone locate, collect, and have it waiting for me to pick up, is a huge time saver. I am not alone in using this time-saving approach. According to consumer research, The Topography of Retail, 77% of respondents use buy online pick up in store (BOPIS) at least once a week.
With 55% of consumers surveyed wanting to be able to reserve online for same day pick up, BOPIS is an expectation of many shoppers today. See what consumers have to say about this preferred purchase journey:
While BOPIS is a great option for shoppers, it can reap rewards or be a pitfall for a retailer. Standing out from the competition by supporting the multitude of shopping journeys is a great way to differentiate your brand and build customer loyalty. But this may come at a price:
To combat the risk, retailers need the right tools to auto cancel pickups after a defined period of time. For a retailer who has a narrow inventory per item, they may opt to keep a shorter pick up time period in place than a retailer who has a wider inventory per item. A retailer needs to ensure their stores receive cancellation notifications, so they know to move the merchandise back out to the sale floor.
It’s a fine line of giving a customer enough time to pick up their order but not waiting so long that when you restock the item on the shelf you have lost your window of opportunity to sell it or disappointed too many other customers in search of that item. Depending on the shopper you may be able to save the sale if you don’t have it in store by placing a delivery order but if they are like me and catching an airplane, it is a lost opportunity.
The option to auto-cancel customers’ orders after a defined period of time, thus relieving inventory for sale to another customer, is essential for today’s modern retailer. Oracle Retail Order Broker Cloud Service is a distributed order broker and drop ship software solution that enables retailers to complete more transactions across all channels that may otherwise be lost due to merchandise unavailability through the automatic cancellation of unclaimed orders. Oracle Retail Order Broker Cloud Service provides the real-time inventory information necessary to complete transactions on-demand through alternative fulfillment methods, such as direct shipment from another warehouse or store, or scheduling a store pickup.