From BOPIS to Same-Day: Fixing the Last-Mile Leak

From BOPIS to Same-Day Delivery: How Fixing the Last-Mile Leak Boosts Revenue and Customer Satisfaction

Switching from BOPIS to a same-day delivery model not only recaptures lost revenue but also offers a better customer experience. Instead of forcing customers to come to the store to pick up their orders, retailers can offer the convenience of having their products delivered directly to their door—all within the same day.

This alternative has multiple benefits:

1. Higher Completion Rates: Customers are far more likely to follow through with their purchase when they’re given the convenience of home delivery. This can help retailers reduce cart abandonment and boost conversion rates.

2. Customer Satisfaction: Same-day delivery addresses the growing consumer demand for speed and flexibility. In fact, studies show that customers are increasingly willing to pay for faster shipping, with 56% of consumers expecting same-day delivery as a standard option (Accenture, 2024). Offering this option creates immediate gratification, which translates into higher customer satisfaction.

3. Increased Revenue Per Order: Providing customers with more choice, like same-day delivery, means they’ll be more inclined to purchase more frequently, resulting in higher average order value (AOV) and repeat purchases.

4. Decreased No-Pickup Rates: Offering same-day delivery can help eliminate the risks of uncollected BOPIS orders altogether. It ensures that the customer receives their product, even if they couldn’t make it to the store.

   
   

The Operational Playbook: How to Test and Scale Same-Day Delivery from Store Locations

Implementing same-day delivery doesn’t need to be an overwhelming or complex process. It’s about having a clear operational strategy to execute and scale the solution. Here’s a practical playbook to get started:

1. Evaluate Store Locations: Start by assessing which of your store locations are best suited for fulfilling same-day orders. Stores with a high inventory turnover and those located in high-density urban areas are ideal candidates for same-day fulfillment.

2. Streamline Inventory Management: Ensure that the products listed for same-day delivery are in stock and ready to ship. Integrating your inventory systems with your e-commerce platform can help prevent stockouts and keep customers informed.

3. Partner with a Reliable Logistics Provider: Choosing a partner like Hypr Delivery that specializes in same-day and local delivery is key to operational success. They can optimize delivery routes, reduce delivery windows, and provide real-time tracking to keep customers informed every step of the way.

4. Test in Phases: Roll out the same-day delivery service initially in select locations to gauge customer demand and operational efficiency. This gives you the ability to collect data, optimize the process, and refine your approach before scaling to additional stores.

5. Marketing & Communication: Be sure to communicate the availability of same-day delivery clearly to your customers at checkout. Highlight the speed and convenience of the service to increase conversion rates.

   
   

Consumer Choice = More Completed Orders, Higher Satisfaction

The key to success in retail today lies in providing customers with choice. Offering multiple options, such as BOPIS or same-day delivery, allows retailers to meet the needs of different types of shoppers. Some customers might still prefer to pick up their orders in-store, but same-day delivery can appeal to those who need their purchases faster, more conveniently, or simply want to avoid the hassle of store visits.

The flexibility to choose between these options means higher customer satisfaction and greater revenue potential. Customers are more likely to complete their purchase if they know they can receive it the same day.

Conclusion: Plugging the Last-Mile Leak

In an increasingly competitive retail landscape, retailers must address the last-mile leak created by uncollected BOPIS orders. Offering same-day delivery as an alternative not only recaptures lost revenue but also meets consumer demand for faster and more convenient fulfillment.

By leveraging store locations for local fulfillment, streamlining operations, and partnering with trusted delivery providers, retailers can enhance their offerings, reduce abandoned purchases, and drive greater customer loyalty.

Ultimately, offering same-day delivery is no longer just a perk—it’s becoming a necessary standard for modern retailers looking to stay competitive and meet their customers where they are.