Buy Online, Pickup in Store: Evaluating an Omnichannel Intervention in Retail

By continuing to use our site you consent to the use of cookies as described in our privacy policy unless you have disabled them.
You can change your cookie settings at any time but parts of our site will not function correctly without them.

Thumbnail image for product with reference number 9-621-103

Buy Online, Pickup in Store: Evaluating an Omnichannel Intervention in Retail

Case

Reference no. 9-621-103

Subject category: Production and Operations Management

Authors: Antonio Moreno (Harvard Business School); Santiago Gallino (The Wharton School, University of Pennsylvania); Amy Klopfenstein (Harvard Business School)

Published by: Harvard Business Publishing

Originally published in: 2021

Version: 15 April 2021

Length: 8 pages

Data source: Generalised experience

Topics: Infrastructure; Logistics; Operations and processes; Process analysis; Service management

Share a link: https://casecent.re/p/176357

| No reviews for this item

This product has not been used yet

View our pricing guide or login to see prices.

Abstract

In October 2018, fashion, wellness, and beauty retailer Sylvarella implemented a Buy Online, Pickup in Store (BOPS) program in an attempt to counteract a sales decline. While BOPS had the potential to meet customer expectations for a seamless order and fulfillment experience, it also posed operational and financial risks. After six months, CEO Sylvia Coparella decided to meet with her vice president (VP) of store operations and VP of e-Commerce to evaluate the impact that the program had on their respective departments, as well as the impact to the store overall. Coparella must decide whether to continue the program, continue the program with significant changes, or discontinue the program and instead adopt a different omnichannel retail model.

Locations:

Canada; United States

Industries:

Apparel accessories; Retail & consumer goods

Other setting(s):

2018-2019