With the accelerated demand for omnichannel services such as buy online pick up in-store (BOPIS) and curbside pickup, new layers of complexity have been added to backend operations. The Pandemic spurred many retailers and brands to innovate quickly, and now they need to refine and optimize the experience.
Interestingly, among the retailers and brands that offer BOPIS, 77% offer same-day pickup, up from 68% in 2021. However, the ability to schedule pickup times, filter by store availability, return by curbside, and other convenience capabilities still lag behind customer expectations. The call for seamless and integrated shopping experiences is more critical than ever, putting pressure on order management capabilities including the processing and management of orders as well as the management of customer data, inventory levels, product information, fulfillment data, and more.
You dedicate time, resources, and budget toward delivering the best customer experience possible. But, are you truly meeting customer expectations? How do you compare to your competition? See how you perform against the Omnichannel Retail Index to help prioritize your digital roadmap and make smarter investment decisions.