Click & Collect Service: Why it’s A Key Component of Omnichannel Order Management
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The global Click & Collect market, also referred to as Buy Online Pick Up in Store (BOPIS) is set to reach US$ 666.20 Billion by 2028, according to Renub Research—a clear indicator that the service has moved far beyond a pandemic-era convenience to become a cornerstone of modern retail strategy. This surge reflects a fundamental shift in consumer behavior, where digital and physical shopping experiences are becoming more intertwined.
As retailers adapt to these evolving expectations, click and collect service has emerged as a crucial bridge between online and brick-and-mortar operations, transforming how businesses approach omnichannel order management. For brands looking to capture their share of this growing market, the ability to offer seamless click and collect experiences has become a competitive necessity.
In this article, explore Click & Collect, the challenges involved in implementing it, the emerging trends shaping its future, and how businesses can make it a key part of their modern retail strategy.
What is Click & Collect?
Click & Collect, also known as BOPIS (Buy Online, Pick Up In Store), is a service that enables customers to purchase items through a retailer’s website or mobile app and collect them at a physical store location. This hybrid shopping model has become an essential part of modern retail strategy, offering convenience for customers and operational benefits for retailers.
How does click and collect work?
The Click & Collect system operates through a straightforward yet sophisticated process:
- Customers browse and select products online
- The system checks real-time inventory availability at nearby stores
- Customers choose their preferred pickup location and time
- Store staff receive and process the order
- Customers receive notification when their order is ready
- Items are collected from the designated pickup point
Click & Collect: How does it all work?
Modern click and collect shopping offers various pickup options to suit different customer preferences:
Standard In-Store Pickup
The traditional method allows customers to collect their orders from designated service counters within the store. This option is perfect for shoppers who want to examine their items before taking them home or perhaps make additional in-store purchases.
Curbside Pickup
Introduced widely during the pandemic, curbside pickup has become a permanent fixture in the Click & Collect service ecosystem. Customers can remain in their vehicles while staff deliver their orders directly to them, offering a convenient, contactless option.
Locker Systems
Self-service lockers provide a 24/7 pickup option, ideal for customers with busy schedules. This automated solution enhances the efficiency of the collection process while reducing pressure on store staff during peak hours.
Benefits That Drive Customer Adoption
As Click & Collect services evolve, they’re redefining how customers shop by blending convenience, speed, and cost savings. These benefits have made Click & Collect an increasingly popular choice, offering tangible value for both shoppers and retailers alike.
Immediate Availability
Unlike traditional online shopping with delivery wait times, Click & Collect often enables same-day pickup, satisfying customers’ desire for instant gratification. This immediate availability has made it an increasingly popular choice for time-sensitive purchases and last minute shoppers.
Cost Savings
By eliminating shipping costs, Click to Collect offers significant savings for both retailers and customers. The service helps businesses optimize their existing store infrastructure while providing customers with a cost-effective alternative to home delivery.
Cross and Upsell Opportunities
When customers pick up their online orders, this single interaction point with the physical store can lead to multiple transaction opportunities and supplemental purchases. It also presents opportunities for stores to offer more personalized services and engagement.
Enhanced Shopping Experience
The service combines the convenience of online shopping with the immediacy of in-store pickup, creating a superior customer experience. This hybrid approach allows customers to enjoy the benefits of both digital and physical retail environments.
Improved Stock Management
Delivery expenses drop dramatically when customers choose Click & Collect, turning local stores into bonafide warehouses–further reducing costs. Returns also decrease because shoppers can inspect items immediately in-store.
A Competitive Edge
Not every business has a physical presence that allows for Click & Collect. Maximizing the value of that asset can help set retailers apart in terms of convenience, delivery speed, and choice–fostering greater customer loyalty.
Reduced Carbon Footprint
Consolidating deliveries to a single Click & Collect point is substantially more eco-friendly than delivering to individual homes, appealing to increasingly eco-conscious consumer segments.
The bottom line?
Cutting costs, driving traffic, and increasing sales—Click & Collect delivers a triple threat to traditional retail limitations. The result? Stronger margins, sharper competitiveness, and a more robust bottom line.
Click & Collect Challenges and How to Solve Them
While Click & Collect systems offer numerous benefits, businesses face several challenges in implementation. A reliable Order Management System (OMS), such as Anchanto OMS, can help businesses tackle these hurdles head-on. Here’s how:
Inventory Management
Keeping inventory accurate across multiple channels is critical. Without it, customers might order items that aren’t actually in stock, leading to frustration. An OMS provides a single, real-time view of inventory, ensuring stock levels are always up to date. This means customers can trust that the items they see online are ready for pickup.
Operational Efficiency
Managing Click & Collect orders alongside regular store activities can stretch resources. An OMS simplifies this by automatically routing orders to the best location based on factors like stock availability and proximity. It also equips store staff with easy-to-use tools to pick and pack orders quickly, ensuring smooth operations even during busy times.
Technology Integration
For Click & Collect to work seamlessly with your systems—like your website, inventory, and in-store tools—must work together. An OMS integrates these systems, ensuring data flows smoothly and processes run without a hitch. This reduces errors and creates a seamless experience for customers and staff alike.
Customer Communication
Customers want to stay in the loop about their orders. An OMS keeps them informed with automated updates, from order confirmation to pick-up notifications. Clear communication builds trust and makes the process hassle-free for customers.
Looking Ahead: The Future of Click & Collect
As retailers continue to embrace omnichannel strategies, the evolution of Click & Collect services will be driven by advancements in technology, shifting consumer expectations, and a commitment to seamless integration between online and offline experiences. Emerging trends are already being set:
AI-powered inventory prediction
AI reduces the risk of stockouts or overstocking based on historical data, real-time demand signals, and market trends. This ensures that Click & Collect customers always find their items available, even during peak periods.
Smart locker systems with biometric authentication
Locker systems integrated with technologies like facial recognition or fingerprint scanning offer secure, fast, and contactless order retrieval options–making after-hours pickups more accessible for customers with busy schedules.
Integration with mobile payment solutions
Increased integration with digital wallets and mobile payment apps reduces friction at checkout, allowing customers to complete their transactions quickly and securely. A smoother end-to-end experience that nurtures loyalty.
Automated pickup stations
Fully automated stations streamline the collection process, where, for example, customers can simply scan a QR code to retrieve their orders without staff assistance. This reduces wait times and operational overhead, especially useful in high-traffic locations.
Conclusion
Click & Collect represents more than just a convenient shopping option—it’s a fundamental component of modern retail strategy. By bridging the gap between online and offline channels, this service model delivers the flexibility and efficiency that today’s consumers demand.
For businesses looking to enhance their omnichannel capabilities, implementing a robust Click & Collect system supported by advanced order management technology is no longer optional—it’s essential for staying competitive in the evolving retail landscape. Anchanto’s comprehensive Order Management System helps retailers deliver seamless omnichannel experiences while optimizing operations and driving growth through efficient click and collect implementation.
FAQs
What is a click and collect service?
Click and collect service is a solution that enables customers to purchase items online and pick them up at a physical store location. This service bridges the gap between ecommerce and traditional retail, offering customers the convenience of online shopping with the immediacy of in-store pickup. The service has become an integral part of modern retail strategy, helping businesses meet evolving customer expectations for flexible shopping options.
What is an Example of Click & Collect service?
Major retailers like supermarkets, department stores, and electronics shops commonly offer click and collect options. For instance, a customer can order groceries through a supermarket’s website, select their preferred pickup time, and collect their packed order from a designated area in the store or curbside location. This service is particularly useful for busy customers who want to avoid in-store browsing time or those who prefer to plan their shopping in advance.
What is the process for customers to click and collect?
The Click & Collect process begins when a customer places their order through a retailer’s website or mobile app. Once the order is confirmed, store staff receive the order details and begin collecting items from the store shelves. After the order is prepared and quality-checked, the customer receives a notification that their order is ready for collection. When the customer arrives at the store, they simply present their order confirmation at the designated pickup point, where staff verify their identity before handing over their purchases.
What are the benefits of Click & Collect?
Click to Collect offers numerous advantages for both customers and retailers. Customers save money by avoiding delivery fees while gaining the convenience of skipping in-store browsing time. The service provides faster access to purchases compared to home delivery, and customers have the opportunity to inspect items at pickup and return them immediately if needed. For retailers, the service drives additional foot traffic to stores and reduces the costs associated with last-mile delivery. It also provides opportunities for additional in-store purchases when customers come to collect their orders, while eliminating the challenges of missed deliveries and redelivery attempts.
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