Buy Online, Pick Up In Store

Situation

Now Optics had just launched eCommerce but online and offline channels were completely disconnected. Customers couldn't leverage the convenience of 200+ retail locations when ordering online.

Task

Launch a Buy Online, Pick Up In Store (BOPIS) program from scratch—defining the customer experience, aligning Engineering and Operations on inventory and logistics, and rolling out to stores in phases.

Action

• Conducted customer interviews validating demand for in-store pickup
• Defined requirements for inventory sync between eComm platform and store POS
• Designed store notification workflow for order readiness
• Managed phased rollout starting with 10 pilot locations before scaling
• Created training materials for store staff on new pickup procedures
• Set up analytics tracking to measure conversion and pickup completion rates

Result

Drove a 15% lift in online sales within 60 days of launch. Contributed to 30% overall revenue increase in Q1 post-launch. Successfully expanded from 10 pilot stores to full 200+ location rollout.