BOPIS 2.0 Transforming the Customer Experience with Self-Serve Automation
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The document discusses a pilot program for Buy Online, Pick Up In Store (BOPIS) 2.0, featuring insights from various industry leaders on improving customer experience and operational efficiency. Results from the pilot showed increases in customer satisfaction, order volume, and revenue at stores using self-serve lockers compared to non-pilot locations. The document emphasizes the importance of data collection and a potential expansion of the locker program based on initial success.
BOPIS 2.0 Transforming the Customer Experience with Self-Serve Automation
- 3. Jude Reter VP of Digital Experiences Express Ed Gleich SVP of Marketing Little Caesars Alex Price Global VP of Alliances, Channels and Strategy JDA Software Kent Savage Founder and CEO Apex Supply Chain Technologies BOPIS 2.0 Panelists
- 4. > BOPIS 1.0 > BOPIS 2.0 - Express - Little Caesars - JDA Software > Takeaways/Q&A ©2019ApexIndustrialTechnologiesLLC.AllRightsReserved
- 6. BOPIS: aka Click & Collect, BOPIL, BORIS, BORIL BOPIS 1.0 Total Customer Experience Transactions, Data Scalability, Reliability, Execution Experimentation, Discovery Early Adoptions Operations, Processes, Automation BOPIS 2.0 ©2019ApexIndustrialTechnologiesLLC.AllRightsReserved
- 7. © 2019 Apex Industrial Technologies LLC. All Rights Reserved
- 8. Order Availability Next Day Same Day One Hour or Less Already There Best Option: Lowest Cost © 2019 Apex Industrial Technologies LLC. All Rights Reserved
- 10. © 2019 Apex Industrial Technologies LLC. All Rights Reserved
- 12. © 2019 Apex Industrial Technologies LLC. All Rights Reserved
- 13. Jude Reter VP of Digital Experiences Express
- 14. Opportunity Express saw opportunity to increase: • Customer Engagement • Foot Traffic • Sales • Convenience
- 15. • Can we improve customer experience and operational efficiency and returns friction? • What is the impact of a new self-serve pick-up customer experience to BOPIS order volume, overall store traffic, and/or store revenue? • Apex lockers went live in 3 Chicago-area stores (State Street, Michigan Avenue, and Oakbrook) in mid-June. • An additional set of lockers went live at Cherry Creek in Denver on 11/27. Pilot Overview
- 17. • Same-store BOPIS experience satisfaction rates were 13% higher during the locker pilot, than during the 90 days immediately preceding it Customer Satisfaction 3.9 4.4 3.5 4 4.5 Weighted Satisfaction, Pilot Prior 90 Days Pilot Note: 90 Days prior is 3/18/18 to 6/16/18 Note: Pilot dates are 6/24/18 to 11/10/18
- 18. • Weekly BOPIS order volume is up 21% at pilot stores. • Avg. order value is up >1% at pilot stores. • Weekly BOPIS revenue is up 19% at pilot stores. Avg. Weekly BOPIS Orders, by No. of Orders Avg. Order Value Avg. Weekly BOPIS Revenue 133 162 0 100 200 Prior 90 Days Pilot $58.77 $59.54 $58.00 $59.00 $60.00 Prior 90 Days Pilot $5,579 $6,628 $5,000 $6,000 $7,000 Prior 90 Days Pilot Note: 90 Days prior is 3/18/18 to 6/16/18 (90 days) Note: Pilot dates are 6/24/18 to 11/10/18 (140 days) Same-Store Performance
- 19. • Average Order Volume at locker stores rose by 21.8% per week, per store. • Average Order Value at pilot stores rose 1.3%. Average Order Volume Note: 90 Days prior is 3/18/18 to 6/16/18 Note: Pilot dates are 6/24/18 to 11/10/18 (140 days) Avg. Weekly BOPIS Orders, Pilot vs. Non-Pilot +/- 0% 21.8% 0% 5% 10% 15% 20% 25% Non-Pilot +/- Pilot +/-
- 20. • 25% of locker BOPIS customers made another purchase, vs. 8.3% of non-locker BOPIS customers • 60% of customers interacted with a store associate in some way during their visit. • 92% would use the lockers again, if given a choice. • 11% of customers acknowledge receiving BOPIS emails, but admit to not reading them. Customer Response How satisfied were you with your overall locker experience?
- 21. • Business impact has shown marginal short term lifts in multiple KPI’s, with directional data that scaling the program may be a mid- to-long-term business win. • Time studies are underway to explore associate benefit related to customer self- service. • More data over a longer period of time is necessary to definitively prove this out. • Experientially, the pilot has proven lockers are a big win and we will expand the pilot. What’s Next?
- 23. Ed Gleich Senior VP of Marketing Little Caesars
- 26. Make Customers Lives Easier & Happier
- 27. Make Customers & Operators Lives Easier & Happier
- 30. Opportunity Innovate to enhance customer and operator experience
- 32. • Hot, Quick & Secure Food • Rapid Testing • Operator Investment • 10 month rollout Solution
- 33. Impact Customer Satisfaction Product Satisfaction Operator Satisfaction
- 35. • Focus on the customer experience • How much consumer value? • Can you communicate it easily? Lessons Learned
- 36. Alex Price Global VP of Alliances, Channels & Technology Ecosystem Strategy
- 37. Back of House Keeping Customer Data Safe
- 38. 1992 1995 1998 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 Federal Reserve Economic Data Global Inventory to Sales Ratio Key Disruptions in Supply Chains > Omnichannel
- 39. Benefits of Digital Transformation Intelligent Planning Intelligent Fulfillment Intelligent Retail Intelligent Edge Empowered Workforce Engaged Customers Optimized Operations Transformed Product Delivery Seamless Customer Experience = Expectations. Fulfilled.
- 40. Autonomous Supply Chain is our MoonShot Blue Yonder accelerates JDA’s visionValue Differentiation Digital Supply Chain Maturity Autonomous Manual Visibility Predictive Analytics Prescriptive Supply Chain Self-Learning Supply Chain
- 41. Visibility, Control & Orchestration GLOBAL DC CONSUMERS STORES 3PLs Wearables - Robotics - IoT Plan - Sense - Respond Rapid Digital Data Ingestion REGIONAL DC MANUFACTURERS POSTPONEMENT CENTERS Strategic Planning E2E Network & Inventory Strategies Factory Planning & Scheduling Real-time Sensing & Predictive Uptime Digital Warehouse Robotics & Configurable Mobile Workflows Dynamic & Predictive Transport Real-time Sensing & Predictive ETAs Digital Control Tower E2E Real-time Visibility & Optimized Orchestration Connected Store Lifestyle Labor Management & Store Operations Hub Personalized Offers Unified Omnichannel Assortments & Dynamic Pricing & Promotions Cognitive Demand Planning IoT SNEW & Artificial Intelligence Cognitive Supply Planning Predictive Analytics & AI Driven Decisions HEADQUARTERS JDA’s End-to-End Supply Chain Solutions and Ecosystem Partner Ecosystem
- 43. © 2019 Apex Industrial Technologies LLC. All Rights Reserved
- 47. > BOPIS 1.0 > BOPIS 2.0 - Express - Little Caesars - JDA Software > Takeaways/Q&A ©2019ApexIndustrialTechnologiesLLC.AllRightsReserved