Results and Looking Forward
Since its full rollout, the Boscov’s BOPIS program has proven wildly successful — resulting in a 40% attachment rate, meaning that every $100 of BOPIS spend has resulted in an additional $40 of in-store spend when the consumer comes into the store to retrieve her order.
The BOPIS program is also expected to give Boscov’s an edge during the holiday season, by allowing their online shoppers to make last-minute BOPIS purchases that could not otherwise be fulfilled through conventional ship-to-home — effectively extending their online holiday buying season by an entire week.
Boscov’s relies on customer loyalty for their continued success, and on this front their BOPIS program has been a boon. User feedback has been overwhelmingly positive, with customer survey responses such as, “Very user friendly and a great addition!”, “Received text in less than 30 minutes for pick-up!”, “Very grateful to have the opportunity to buy online, pick-up in store to avoid paying a shipping fee,” and “Best service I have had in a long time. Thank you!”
And as an added benefit, the Boscov’s team has discovered that implementing BOPIS has increased the accuracy of their in-store inventory, which has in turn improved their ship-to-home efficiency as well. Finally, having successfully rolled out their in-store pickup program, the Boscov’s team is now looking to expand its use of the Kibo platform to manage their ship-to-home order fulfillment as well.