New Report Ranks Top Retailers’ Buy Online, Pickup In-Store Experience
BOPIS State of the Industry reveals where top retailers excel and fall short in their current BOPIS implementation
DURHAM, N.C., February 21, 2019 – Bell and Howell, the leading provider of automated click-and-collect solutions, and OrderDynamics, the leading provider of advanced order management systems, announced today the release of the BOPIS State of the Industry report, a collaborative research effort between OrderDynamics, Bell and Howell and IHL Group, a global research and advisory firm for the retail industry. The report provides an in-depth look at the full BOPIS experience from the consumer’s perspective.
The findings in the report are based on the feedback provided by 300 secret shoppers that explored the BOPIS shopping journey at 10 top retailers across the U.S. The secret shoppers rated their experience in the three phases of a BOPIS experience: online purchase, notification, and in-store pickup.
“With this research, we found that almost all of these retailers have done a terrific job improving the online purchase experience,” explained Greg Buzek, president of IHL Group. “However, there is great work to be done in the store level execution once the order is placed. This includes the time to pick the order, the time to notify the customer, and then the execution of the pickup at the physical store.”
Key findings include:
- Platforms vary: Consumers use a variety of technologies to make their online purchases. 61% of shoppers used a PC and 39% used a mobile device to make online purchases. Of the shoppers using mobile devices, only 29% used a retailer’s app.
- Timeliness counts: Shoppers who were notified within 4 hours were 19% more likely to use the service again, and 15% more likely to recommend the service to others.
- Automation helps: Retailers using automated pickup saw a 28% improvement in pickup time speed. In Walmart’s case, there was a 60% improvement in speed.
“This research shows that store level execution can make or break a retailer who offers BOPIS,” said Nick McLean, president, OrderDynamics. “Effort, organization, staffing and automation can go a long way to not only help retailers take advantage of BOPIS growth, but to also improve customer experience while building greater loyalty.”
“Customers want a quick and convenient online shopping journey,” explained Larry Blue, President & CEO of Bell and Howell. “This report highlights the characteristics of the BOPIS process that customers want and how the leading retailers are doing towards creating a frictionless BOPIS experience.”
You can also download the full BOPIS State of the Industry Report here.
The full report will also be available at Bell and Howell’s booth at Shoptalk, March 3-5 in Las Vegas. Stop by booth #4002 for your free copy and experience the automated pickup solutions customers are asking for in the report.
About Bell and Howell
Bell and Howell leverages innovative technologies and unrivaled service capabilities to help its customers increase efficiency, reduce costs and improve their customer experience. Boasting a rich history and expertise in mechatronics and workflow efficiency, the company delivers comprehensive automation solutions in retail click-and-collect, pharmaceutical factory intelligence, production mail, and consumer packaging automation. Headquartered in Research Triangle Park, N.C., Bell and Howell is one of the largest and most sophisticated service organizations in North America, with more than 750 service engineers, 24/7/365 customer service and technical support centers, as well as advanced remote monitoring and diagnostic capabilities.
OrderDynamics, a Tecsys company, develops the world’s leading Out-of-the-Box Distributed Order Management Technology. Powering retail fulfillment, the company helps clients make omni-channel retail a reality. OrderDynamics enables retail options like Buy Online Pickup In-Store (BOPIS | Click & Collect), ship-to-store, and ship-from-store; creating seamless shopping experiences. Iconic brands like Speedo, Boardriders, Columbia Sportswear, JYSK, Princess Auto, Crabtree and Evelyn, and Browns Shoes use OrderDynamics’ technology across North America, Europe, Asia and Australia. For more information, visit https://www.orderdynamics.com.
OrderDynamics is a wholly-owned subsidiary of Tecsys, Inc. Tecsys provides transformative supply chain solutions that equip its customers to succeed in a rapidly-changing omni-channel world. For more information, visit https://www.tecsys.com.