BOPIS (Buy Online, Pick-up In Store) for Hospitality
Hospitality
3-6 months
4 phases
Step-by-step transformation guide for implementing BOPIS (Buy Online, Pick-up In Store) in Hospitality organizations.
Why This Matters
What It Is
Step-by-step transformation guide for implementing BOPIS (Buy Online, Pick-up In Store) in Hospitality organizations.
Is This Right for You?
52% match
This score is based on general applicability (industry fit, implementation complexity, and ROI potential). Use the Preferences button above to set your industry, role, and company profile for personalized matching.
Why this score:
- • Applicable across related industries
- • 3-6 months structured implementation timeline
- • High expected business impact with clear success metrics
- • 4-phase structured approach with clear milestones
You might benefit from BOPIS (Buy Online, Pick-up In Store) for Hospitality if:
- You need: Real-time inventory system with reservation capability
- You need: Order management system (OMS) with store fulfillment
- You need: Mobile app for customer notifications
- You want to achieve: Overall customer satisfaction exceeds 4.0/5.0
- You want to achieve: Operational efficiency improvements lead to reduced wait times
This may not be right for you if:
- Watch out for: Underestimating the complexity of integrating multiple systems
- Watch out for: Neglecting staff training and change management
- Watch out for: Failing to account for perishability and freshness in inventory
What to Do Next
Start Implementation
Add this playbook to your workspace
Implementation Phases
1
Foundation and Assessment
6-8 weeks
Activities
- Audit existing technology infrastructure and order fulfillment workflows
- Establish cross-functional steering committee for BOPIS governance
- Engage with local health departments for regulatory compliance review
- Evaluate current OMS and POS capabilities for BOPIS integration
- Conduct competitive analysis of BOPIS programs in hospitality
Deliverables
- Stakeholder alignment document
- Technology gap analysis report
- Regulatory compliance plan
- Pilot location identification
Success Criteria
- Executive sign-off on stakeholder alignment
- Completion of technology gap analysis with roadmap
- Regulatory requirements documented and compliance plan established
2
Pilot Design and Quick Wins
8-10 weeks
Activities
- Define initial SKU assortment for pilot
- Configure OMS and integrate POS for BOPIS orders
- Document order preparation procedures and staff training
- Develop customer communication strategy for BOPIS
- Implement quick wins for inventory visibility and task management
Deliverables
- Operational playbook for pilot location
- Training materials for staff
- Customer-facing messaging for BOPIS
- Quick win implementation reports
Success Criteria
- Average order preparation time within target range
- Customer pickup completion rate exceeds 85%
- Staff adoption rate of BOPIS systems above 90%
3
Expansion and Optimization
12-16 weeks
Activities
- Analyze pilot results and refine operational processes
- Develop standardized playbook for additional locations
- Implement phased rollout to new locations
- Expand SKU assortment based on pilot learnings
- Optimize technology and inventory management systems
Deliverables
- Comprehensive pilot analysis report
- Standardized training curriculum
- Implementation playbook for expansion
- Performance monitoring framework
Success Criteria
- Successful rollout to additional locations with defined metrics
- Inventory accuracy for expanded SKUs above 95%
- Customer satisfaction score exceeds 4.0/5.0
4
Performance Monitoring and Continuous Improvement
Ongoing
Activities
- Establish real-time dashboards for key performance metrics
- Conduct monthly performance reviews with location management
- Implement A/B testing for process improvements
- Gather ongoing customer feedback through surveys
- Develop staff retention and development programs
Deliverables
- Real-time performance dashboards
- Monthly performance review reports
- A/B testing results and recommendations
- Staff development program outline
Success Criteria
- Reduction in order cancellations by 30% or more
- Improvement in average order preparation time by 25%
- Increased staff retention rates in BOPIS roles
Prerequisites
- • Real-time inventory system with reservation capability
- • Order management system (OMS) with store fulfillment
- • Mobile app for customer notifications
- • Kitchen Display System (KDS) for order prioritization
Key Metrics
- • Order preparation time
- • Customer satisfaction score
- • Inventory accuracy
Success Criteria
- Overall customer satisfaction exceeds 4.0/5.0
- Operational efficiency improvements lead to reduced wait times
Common Pitfalls
- • Underestimating the complexity of integrating multiple systems
- • Neglecting staff training and change management
- • Failing to account for perishability and freshness in inventory
ROI Benchmarks
Roi Percentage
25th percentile: 20
%
50th percentile (median): 30
%
75th percentile: 40
%
Sample size: 25