An omni-channel BOPIS program lifts in-store revenue and loyalty at once.
Buy-online-pickup-in-store, driven end to end: chatbots at the digital front door, streamlined fulfillment behind it, and two numbers moving together instead of trading off against each other.
+7%
incremental in-store revenue, chatbot-driven
+5%
NPS
What was breaking
A BOPIS promise is only as good as the handoff between “buy online” and “pick up in store” — and that handoff is usually owned by two different teams running two different roadmaps.
Where digital and in-store fulfillment are built and measured separately, the customer feels the seam: a smooth checkout followed by an uncertain pickup, or a store operation with no visibility into what digital just promised. The program needed one owner across both halves.
What we did
Drove end-to-end delivery of the omni-channel BOPIS program, rather than handing off between a digital workstream and a store-operations workstream.
Chatbots at the digital front door
Conversational chatbots carried shoppers into the BOPIS flow at the point of intent, which is what moved incremental in-store revenue rather than simply shifting existing sales between channels.
Digital-to-store fulfillment, orchestrated end to end
Fulfillment operations were streamlined across the digital-to-store handoff, so what the chatbot promised online is what the store could actually deliver at pickup.
What we brought
- End-to-end program delivery, digital and in-store
- Conversational commerce (chatbot) design
- Digital-to-store fulfillment operations orchestration
- Cross-functional delivery across digital and store teams
What stayed with people
Revenue and loyalty are usually reported as a trade-off in retail programs — push one and the other slips. Here they moved together, because the fix was the same fix: a shopper who trusts the pickup will actually be ready is also the shopper who rates the experience well.
What came of it
- +7% incremental in-store revenuedriven by chatbot engagement into the BOPIS flow.
- +5% NPSmoving alongside revenue, not traded off against it.
- One program, one ownerdigital and in-store fulfillment delivered end to end rather than handed off between teams.