You may have noticed that the latest trends in taking shipments ordered online are two main – from a physical store and through the so-called. Curb collection process. Both practices are widespread and widely practiced. See what they are, what steps each goes through and what are their main advantages and disadvantages.
Curb Process Collection
Collecting shipments in this way is a relatively new technology. Having improved significantly in March of the previous year, when the hitherto unheard of pandemic flared up. Other wise, customers had to go to the car park where the trader physically operates and wait, look for a way to contact the store by phone. All that to get the last package they had ordered before.
Fortunately, this is not necessary because the process has been significantly improved by providing an application for use by users. Also full transparency about the status and location of the shipment.
The steps that each curb collection process goes through
- The customer selects the desired products and places an order online – through his smartphone or other device.
- Using real-time inventory information, retailer sites inform customers of all stores to which they can choose delivery.
- The customer then selects a pick-up time or a “notify when done” option.
- Then an employee of the store has to prepare the order – to find the right product and pack the order.
- When everything is ready, the customer receives a collection notification (via SMS or email).
- The customer must visit the physical store and wait for the previous customers to receive their package. There are many good applications with which the user notifies the merchant that he is traveling to the location. The client expects that the execution process will take approximately 8-12 minutes.
- The final step involves a store associate delivering the order to the customer’s car after the customer identifies himself. In case the customer wants to return the ordered products for some reason, most often he has to pick it up himself in the store and send it back.
BOPIL Steps for receiving orders
The BOPIL process also allows you to shop from your smartphone, computer or laptop. The process of picking up the shipment is different from the previous method. An automated system is used here – parcel terminals. The courier delivers the package to the customer to the specified address. Where there is a cell, after which the user receives secret access and the right to pick it up at a time convenient for him.
The use of parcel lockers has been steadily increasing in recent years, especially in urban areas. Online retailers pay serious attention to shipments to lockers, thus streamlining many tasks. One major reason why online retailers are increasingly using electronic parcel lockers is that it saves money on last mile shipping.
The standard steps of BOPIL
- Here the first step is identical to the previous model – customers place an online order through the website or mobile application.
- Again, the customer has to choose from the options to take from the store.
- An employee finds and packs the order diligently.
- Again, the employee puts the package in a locker.
- The customer receives a notification that his order is ready to be taken – by email, via a mobile application or via SMS.
- The customer visits the store and rather the parcel terminal and takes his order independently, identifying himself with a personal code to open the box. The time it takes is shortened to about half a minute.
- The lockers also allow payment and support contactless return, which also happens within seconds.
Pros and cons of the curb pickup
Picking up from the curb is very useful for busy people, parents who have countless responsibilities, etc. This is beneficial for both retailers and each consumer.
- It creates additional convenience for the user, which significantly increases sales.
- Labor costs are reduced – staff can perform other tasks between deliveries and are not burdened with continuous customer service.
- A face-to-face interaction with customers is achieved.
- Reduced lines in the store.
- Buyers do not enter the store, which means that it is impossible to leave with additional purchases, and impulse purchases are usually a large part of sales.
- There is a common problem with the system – retailers struggle to keep track of available inventory in real time, but the system only works with available items.
- The efficiency of service is reduced when the store is fully occupied.
- There is a great need for an application that works well and is user-friendly. That way, customers will be able to place orders more easily, as well as plan time to take them.
In summary, it can be stated that customers require more and more convenient delivery options. In order to maintain a good competitive position, traders have to think about some kind of pickup in the store.
The main advantages of BOPIL
The advantages of BOPIL are not insignificant, so we must introduce you to them:
Lower labor costs
Although both methods (curb and BOPIL) require the intervention of an employee to to prepare and pack the order, there is one key difference. It lies in the fact that with BOPIL the package is placed in a locker, which significantly reduces labor costs. This is a kind of self-service and instead of an employee delivering the shipment in person, during this period he can serve a customer in the store and generate additional sales.
Quick and easy return
Just as picking up from a locker is so easy, so returning can be done in the same way – independently and automatically. It is only necessary for the customer to notify the trader in order to be aware and to reimburse the costs incurred. This whole process will not take more than 2 minutes, so we can really talk about improving the return of shipments. Lockers provide seamless return management.
Gradual purchases and sales
When entering a physical store to take a customer’s order, they often generate additional sales for retailers – maybe about 60% act this way. BOPIL, where things happen with a wait of about two minutes – are up to four times more likely to make a repeat purchase. This is a fairly good trend, which marks an increase in sales and therefore prosperity for retailers operating in the retail market.
Better customer experience
Retrieving a package via BOPIL takes only two minutes on average, customers value their shopping experience higher. The experience that customers already have in online retail shopping is extremely significant. Many more than half of them report that a good experience makes them become loyal to a brand. Only then do they tend to place orders – over and over again.
The conclusion here is that BOPIL wins customers’ hearts and portfolios relatively more. There is a greater interest in this type of supply.
Undoubtedly, taking in one way or another is more cost-effective for retailers than sending from a warehouse. That is why these technologies are extremely valuable for all participants in the sale. They can meet consumer expectations by offering them higher satisfaction and zero delivery costs. When a consumer knows he will not pay for shipping or a refund amount he is more inclined to shop online.