Implementing Click‑and‑Collect: A BOPIS Strategy Guide

TL;DR – Shoppers are hungry for BOPIS. 78 % say they’re more likely to buy from retailers that offer it, and BOPIS orders jumped 62 % in 2023. With real‑time inventory, automated lockers, and a unified pickup platform you can boost order value by 40 % and cut pickup time by 18 minutes. This guide shows you exactly how to design, deploy, and optimise a click‑and‑collect operation that moves inventory faster, reduces out‑of‑stock incidents, and turns pickup visits into in‑store sales.

Key Takeaways

• 78 % of shoppers prefer retailers that provide BOPIS, so the service is now a baseline expectation.
• Real‑time inventory sync cuts stock discrepancies by 30 %+ and raises order value by 1.4 ×.
• Automated lockers lift BOPIS volume by 22 % within six months and shave 18 minutes off order‑to‑pickup time.
• A unified platform reduces pickup wait times, keeping abandonment under 30 minutes for 56 % of shoppers.

What does the data say about shopper demand for BOPIS?

In 2024, the National Retail Federation reported that 78 % of shoppers say they are more likely to purchase from a retailer that offers “Buy‑Online‑Pick‑Up‑In‑Store” (BOPIS) options (NRF, 2024). This statistic underscores that BOPIS is no longer a nice‑to‑have feature; it is a decisive factor in purchase intent. Retail operations managers must treat click‑and‑collect as a core channel, not a peripheral add‑on.

How can you ensure inventory is always accurate across channels?

A common pitfall is relying on batch updates that leave the online storefront out of sync with the store floor. 42 % of retailers report that integrating BOPIS with their ERP reduced inventory discrepancies by 30 %+ (Capgemini, 2025). Deploy a real‑time inventory engine that pushes stock changes instantly to the e‑commerce site, mobile app, and in‑store POS.

*Action step*: Evaluate the Integration Foundation Sprint to map data flows between your ERP, WMS, and storefront APIs.

Which fulfillment models deliver the fastest pickup times?

The Forrester benchmark shows that implementing a unified BOPIS platform can cut order‑to‑pickup time by an average of 18 minutes (23 % faster) (Forrester, 2025). A single workflow that routes orders to curbside, lockers, or in‑store counters eliminates hand‑offs and reduces manual errors.

*Action step*: Consolidate pickup options in a single SaaS platform that supports barcode scanning, QR code verification, and staff notifications.

Are automated lockers worth the investment?

Automation drives volume. Retailers that integrate automated locker systems see a 22 % increase in BOPIS order volume within six months (IBM Institute for Business Value, 2025). Lockers free up associate time, provide 24/7 pickup, and improve the perceived speed of service.

*Action step*: Pilot a locker network in high‑traffic locations and measure order growth against a control store.

How does BOPIS affect average order value?

According to Statista, average BOPIS order value is 1.4 × higher than standard online orders (Statista, 2024). Shoppers tend to add extra items when they know they will pick up in store, boosting basket size without additional shipping costs.

*Action step*: Use in‑store signage and mobile upsell prompts to encourage complementary purchases at pickup.

What role does mobile communication play in the pickup experience?

A Mobile Marketing Association study found that 39 % of BOPIS shoppers use mobile apps for pickup instructions, while 27 % rely on SMS alerts (MMA, 2024). Timely, channel‑appropriate notifications keep shoppers informed and reduce abandonment.

*Action step*: Integrate push notifications and SMS into your order lifecycle, using the same platform that handles inventory updates.

How can AI improve inventory visibility for click‑and‑collect?

Gartner reports that stores that leverage AI‑driven inventory visibility see a 15 % reduction in out‑of‑stock incidents for click‑and‑collect items (Gartner, 2025). Predictive analytics flag low‑stock SKUs before they become unavailable online, allowing pre‑emptive replenishment.

*Action step*: Deploy an AI layer on top of your ERP data to surface “risk of stockout” alerts to buying teams.

Why should you consider curbside as part of your BOPIS mix?

Curbside pickup meets the convenience expectations of 68 % of Gen Z shoppers who view same‑day click‑and‑collect as a “must‑have” service (McKinsey, 2024). A well‑executed curbside lane reduces in‑store congestion and expands capacity without additional square footage.

*Action step*: Design a dedicated curbside zone with a QR‑code scanner and a mobile‑friendly check‑in app.

How does BOPIS influence in‑store traffic and cross‑selling?

PwC’s research shows that 71 % of shoppers who use click‑and‑collect say they will also shop in‑store during the same visit (PwC, 2024). This creates an opportunity for associates to upsell, capture loyalty data, and reinforce brand experience.

*Action step*: Train staff on “pickup‑to‑sale” scripts and equip them with mobile tools from the Retail Ops Sprint.

What are the biggest operational challenges retailers still face?

Two gaps dominate the market: limited real‑time inventory sync and fragmented pickup experiences. Without a unified view, stores see higher labor costs and slower service. Addressing these gaps is the first step toward a scalable BOPIS operation.

*Action step*: Conduct a gap analysis using the Ai Automation Services to pinpoint integration bottlenecks.

Step‑by‑Step Playbook for Launching BOPIS

1️⃣ Define your service model and coverage area

Start by deciding which pickup methods (in‑store counter, curbside, lockers) align with your store footprint and customer preferences. Use demographic data to prioritize locations where Gen Z and high‑frequency shoppers reside.

2️⃣ Build a real‑time inventory backbone

Connect your ERP, WMS, and POS through APIs that push stock changes instantly. Test latency; aim for sub‑second updates to avoid the “out‑of‑stock at checkout” problem.

3️⃣ Choose a unified BOPIS platform

Select a solution that supports multiple pickup channels, mobile notifications, and barcode/QR verification. Verify that the platform can surface AI‑driven stock alerts and integrates with your existing loyalty system.

4️⃣ Deploy automation where it adds the most value

• Lockers for high‑traffic urban stores.
• Curbside lanes for suburban locations with ample parking.
• In‑store counters for legacy stores lacking space for lockers.

5️⃣ Design the shopper communication flow

1. Order confirmation (email + SMS).
2. Ready‑for‑pickup alert (push notification with QR code).
3. Reminder 30 minutes before pickup window.
4. Post‑pickup thank‑you and cross‑sell suggestions.

6️⃣ Train associates and define SOPs

Create clear scripts for “pickup‑to‑sale” interactions. Use mobile tools to scan QR codes, confirm identity, and suggest related items. Track associate performance through a dashboard linked to the BOPIS platform.

7️⃣ Pilot, measure, and iterate

Run a 30‑day pilot in a representative store. Track KPIs: order‑to‑pickup time, abandonment rate, average order value, and in‑store conversion. Use the data to fine‑tune staffing, locker capacity, and notification timing.

8️⃣ Scale across the network

Roll out the refined model to additional locations. Leverage the Retail Ops Sprint to standardize processes and ensure consistent service levels.

Frequently Asked Questions

Q1: How quickly can we expect ROI from automated lockers? A: IBM found a 22 % lift in BOPIS volume within six months after locker deployment, translating to higher basket size and lower labor costs. Most retailers see payback in 9‑12 months.

Q2: What is the ideal pickup window to keep abandonment low? A: Deloitte reports that 56 % of BOPIS shoppers abandon the pickup if the estimated wait exceeds 30 minutes. Aim for a 15‑minute average window and communicate any delays proactively.

Q3: Does BOPIS increase overall inventory carrying costs? A: Not necessarily. Real‑time sync reduces safety stock needs, and AI‑driven forecasting cuts out‑of‑stock incidents by 15 %, offsetting any additional holding costs.

Q4: How can we use BOPIS data to improve in‑store merchandising? A: Click‑and‑collect SKUs reveal high‑interest items. Place these near impulse zones and use the pickup area to showcase related accessories, boosting the 71 % cross‑sell rate.

Q5: Should we integrate BOPIS with our existing loyalty program? A: Yes. Linking pickup activity to loyalty points encourages repeat visits and provides richer customer profiles for personalized offers.

Conclusion

Implementing click‑and‑collect is no longer optional. With 78 % of shoppers expecting BOPIS and order values 40 % higher, a well‑engineered program drives revenue, improves inventory accuracy, and turns pickup visits into full‑store experiences. Start with real‑time inventory, unify your pickup channels, and automate where it matters most.

Ready to accelerate your BOPIS rollout? Contact our experts at TkTurners to discuss a tailored implementation plan.

Meta description: Learn how to launch a high‑performing BOPIS program. 78% of shoppers prefer click‑and‑collect, and real‑time inventory can boost order value by 40%.

Internal links used

• Integration Foundation Sprint – real‑time data flow
• Retail Ops Sprint – SOPs and scaling
• Ai Automation Services – gap analysis
• Why Is Unified Data The Foundation Of Accurate Demand Forecasting – related insight
• Mastering Post Purchase How Automation Drives Proactive Omnichannel Communication – cross‑sell follow‑up
• Case Studies – success stories