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Buy Online Pickup In Store Solution Kit

Buy Online Pickup In Store Solution Kit

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Offer Buy Online Pick Up in

Store Service BOPIS

Salesforce Spring

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Last updated November

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CONTENTS

Offer Buy Online Pick Up in Store BOPIS

Offer Buy Online Pick Up in Store BOPIS Workflow

Design Considerations
Configurations

OFFER BUY ONLINE PICK UP IN STORE BOPIS

Give shoppers more options by expanding a storefront to offer order pickup Integrate Marketing Cloud for smooth postpurchase
communications

Get Started
Explore system architecture related to this solution

BC Industry Blueprint

BC Reference Architecture

BC Solution Architectures

Take Trailhead modules related to this solution
Salesforce Solution Kits Quick Look
Customer Guide for Retail Quick Look
Customer Guides Quick Look

Give shoppers more options by expanding a storefront to offer stock pickup Integrate Marketing Cloud for smooth postpurchase
communications
This solution kit helps your shoppers
Reduce shipping costs
Receive merchandise faster
Take advantage of special discounts or promotions

Required Products

BC Commerce

Salesforce BC Commerce Storefront Reference Architecture SFRA or SiteGenesis

If using SFRA Plugininstorepickup cartridge installed

Marketing Cloud
Journey Builder
Content Builder Interactive Email

Offer Buy Online Pick Up in Store BOPIS

Offer Buy Online Pick Up in Store BOPIS Workflow

Cloud Pages
Mobile Connect Optional
Mobile Push Optional

Other System Requirements

Salesforce Order Management Enterprise Resource Planning ERP or another system that handles order management

An inventory management system or the ability to send store inventory data via XML files to Salesforce BC Commerce

Data Requirements

Product Catalog for any products you didnt already offer online and the BOPIS custom attribute

Store Information Details such as address phone number and hours

If using BC Commerce Geolocation API Store Geolocation Data to power the store locator

Store Inventory Data including stock keeping units SKU by store

Recommended Skill Sets
Marketing Cloud Email Specialist preferably with Journey Builder experience
Marketing Cloud Consultant
Salesforce Commerce Cloud Certified Architect

Salesforce BC Commerce Cloud Certified Developer frontend and backend

Business owners from Commerce Marketing and Retail teams to define requirements

Implement This Solution

Offer Buy Online Pick Up in Store BOPIS Workflow

Learn how data flows through the configurations when you let shoppers buy products online for local store pickup
Design Considerations
Keep these design considerations in mind when you let shoppers buy products online for local store pickup
Configurations
Use these configurations to let shoppers buy products online for local store pickup

Offer Buy Online Pick Up in Store BOPIS Workflow

Learn how data flows through the configurations when you let shoppers buy products online for local store pickup

Offer Buy Online Pick Up in Store BOPIS

Offer Buy Online Pick Up in Store BOPIS Workflow

Workflow

The shopper places an order on a BC Commerce storefront selecting store pickup from a local store that has available inventory

BC Commerce triggers an API call to send the Order Confirmation message through Marketing Cloud The order is exported to an

order management system OMS or other internal system that processes and routes orders

Marketing Cloud sends an Order Confirmation email to the customer
The order management system routes pickup orders to the appropriate physical store

A store associate reviews the order via an app or on the order management system console The associate picks and packs products

to fill the order The associate triggers an action to send an email notification to the customer that their order is ready for pickup
with pickup instructions

Offer Buy Online Pick Up in Store BOPIS

Offer Buy Online Pick Up in Store BOPIS Workflow

An API call triggers to Marketing Cloud to send the Order is Ready for Pickup message

Marketing Cloud sends an Order is Ready for Pickup email to the customer
The customer receives an interactive email that details pick up instructions
Upon arrival at the store the customer picks up their order using one of the methods provided If the customer is conducting a

contactless pickup they click an I have arrived link in their email to notify the store of their arrival

A store associate marks the order as complete

An API call triggers to Marketing Cloud to send the Pickup Confirmation message

Marketing Cloud sends a Pickup Confirmation email to the customer

Example Data Flow

Note This diagram represents one of many potential examples of systems and types of data flows that support BOPIS

Collect the catalog product order and customer data feeds from the BC Commerce staging and production environments

Move the data to the Marketing Cloud SFTP server and create Import activities so that Marketing Cloud consumes it on a schedule

via Automation Studio

Use BC Commerce data in Marketing Cloud via data extensions when authoring email templates creating journeys and developing

personalized product recommendations

Extend the BC Commerce Cloud storefront by replacing its email functions with the Marketing Clouds triggersend features

Implement framework customizations that trigger transactional emails for common storefront scenarios
Implement and extend the Marketing Cloud collectjs through the storefront by using the reference implementation Personalization
Builder handles abandonment scenarios targeting search cart and checkout To implement behavioral monitoring ensure that
Personalization Builder is licensed as part of Marketing Cloud
To drive behavioral messaging personalization and segmentation in Marketing Cloud use the shopper behavioral data collected
from collectjs

Functionality Considerations
This data flow configuration

Offer Buy Online Pick Up in Store BOPIS

Design Considerations

Moves email authoring to Marketing Clouds Email Studio

Supports delivery of BC Commerce to trigger and Marketing Cloud to generate transactional email delivery

Enables email delivery via Marketing Cloud Journey Builder where BC Commerce triggers the journey entry

Assumes that Marketing Clouds interactive email form feature signals the customers arrival for pickup

Related Content
Review this solutions use case and purpose

Offer Buy Online Pick Up in Store BOPIS on page

Take the next steps in this implementation
Design Considerations on page
Configurations on page

Design Considerations
Keep these design considerations in mind when you let shoppers buy products online for local store pickup

Key Questions
Stores

Which stores offer buy online pick up in store BOPIS

How many stores offer BOPIS

Can each store support the space and logistics of holding packages for customer pickup
Must stores offer curbside pickup
What extra training do store associates call center agents and merchants need
Products
Which system holds product data for store items that arent in your online catalog

How do stores select which products to offer for BOPIS

Inventory
What system holds your store inventory and how to access it
What type of threshold or safety stock do you account for and how do you maintain it

Store Pick Up Considerations
The process for routing orders to stores depends on your specific systems and implementation including
An instore app that store associates use to receive orders and mark them as ready for pickup

Instore access to viewing and updating orders in your OMS or ERP system

A more basic process for getting the order information to your stores for associates to pick and pack

Offer Buy Online Pick Up in Store BOPIS

Design Considerations

Regardless of the method develop a clear process for Store Associates to handle order pickup customer inquiries returns and other
interactions Plan to notify customers that orders are ready for pickup When picked up close the loop on the process and mark orders
fulfilled
For more information see Communicate Store Changes and Schedule an Appointment

Curbside Pickup Considerations
Place clear signage where customers wait
Provide a store phone number to call or text when they arrive
To offer contactless delivery have associates put packages in their trunk or have a location outside the store where associates can
place packages for pickup
Have dedicated staff to communicate with customers and take packages to their car For more information see Facilitate Curbside Pickup

Performance and Scalability Considerations

If using Service Cloud consider using a common profile across Marketing BC Commerce and Core To learn more review Explore

CrossCloud Engagement Data Models

Other OOTB Design Options

While not required this section describes some of the more common storefront enhancements that merchants use
Surface the Store Locator in the Header
This placement draws attention to the Store Locator The shopper searches for a store and selects it before they browse to a product
detail page
Clicking the Store Locator link opens a window or directs the user to the Store Locator page

Note Use an AJAX request and data injection to store the ID in a cookie and load the selected store details into the header

To identify products available for store pickup add a filter on your product listing page

Make this filter display with other PLP refinements managed in Business Manager

On the product tiles use the custom attribute to trigger the addition of a callout message This message can indicate that a product

is available for BOPIS such as Free InStore Pickup

Note This customization uses the availableForInStorePickup attribute on products It determines whether a flag or callout
message shows on a product tile to denote that an item is sold in stores Its not a check for store inventory availability That

check happens only on the product detail page with a selected SKU

Add a form field entry in Checkout for the shopper to specify an extra person to pick up the order
Note Update your Order Export file by adding the additional data attributes

Marketing Cloud Key Considerations
Consent Management

Offer Buy Online Pick Up in Store BOPIS

Design Considerations

Honor and respect customer wishes when they request specific forms of contact from your company or opt out of certain types of data
sharing We provide Consent Management Details to help you determine the best way to comply with the data protection and privacy
regulations that apply to your company
Note This solution kit refers to sending transactional emails To send promotional emails to the same subscriber the subscriber
must explicitly opt in to receive marketing communications Similarly for Mobile Connect the subscriber must explicitly opt in to
receive marketing communications MobilePush users must obtain consent for contacts to receive push messages

Marketing Cloud Contact Model OmniChannel Messaging
Contact Key

A single Contact Key manages and relates the contact through the different channels The Contact Key is a unique identifier that you

assign to a contact If a subscriber gets an email and wants to be on mobile the Contact Key adds the contact to the mobile channel
The Contact Key identifies a contact within an account and ties together the contact channels and the relationship The Contact Key is
the same no matter what channel is used to send messages
The Contact Key allows you to connect contacts in multiple channels Without the Contact Key it would be difficult for Marketing Cloud
to know to connect the contact because the contact has two different identifiers Marketing Cloud processes the information as two
different contacts in Contact Builder Make sure that youre consistent across all channels when assigning a Contact Key to a contact
Mobile Push
Set the Subscriber Key or Contact Key to the correct key in MobilePush

There are several ways of setting the Contact Key on the MobilePush channel to be the Salesforce ID One of the most common methods

is to set up a backend service that syncs Salesforce IDs to an external system When a mobile user identifies themselves in the app the

service figures out who they are and what their Salesforce ID is The service returns that to the mobile app and sets it as the Contact Key

Mobile Connect

When using the QueueMO optin method the client specifies the Subscriber Key

Related Content
Review earlier steps in this solution

Offer Buy Online Pick Up in Store BOPIS Workflow on page

Take the next steps in this implementation
Configurations on page

See Also
Communicate Store Changes
Schedule an Appointment
Facilitate Curbside Pickup

Offer Buy Online Pick Up in Store BOPIS

Configurations

Configurations
Use these configurations to let shoppers buy products online for local store pickup

The following configuration is for buy online pick up in store BOPIS using BC Commerce Cloud outofthebox OOTB functionality

and storefront customizations The steps here are for storefronts built with Storefront Reference Architecture SFRA

We also provide links to other supporting documentation on the BC Commerce Cloud Documentation Portal and the BC Commerce

Cloud GitHub repository For SiteGenesis refer to the documentation on the infocenter for SiteGenesis inStore Pickup as there are some
minor variations

Install the Plugin and Supporting Metadata
Follow the instructions for getting started Ensure that your instance has the proper system object extensions metadata to support the
plugin including the following object custom attributes
Product availableForInStorePickup boolean
When set to true this attribute enables functionality to find a product in a store via the product detail page It also determines when

an InventoryList or external API inventory ID for a given store must have a ProductLineItem when added to the Basket

ShippingMethod storePickupEnabled boolean determines if the shipping method shows as an instore shipping method

Store inventoryListId string stores an ID reference to a given stores associated inventory list or external inventory ID when using

an API This inventory list determines product availability Upon add to cart associates with the ProductLineItem via the

productInventoryListID attribute

ProductLineItem fromStoreId string stores an ID reference to a given Store object on a line item level

Shipment fromStoreId string stores an ID reference to a given Store object on a shipment level

Shipment shipmentType string
For shipments where this attribute is set to instore only shipping methods where storePickupEnabled true are available

Data Setup and Considerations
Products
Update your existing product feed to account for the availableForInStorePickup custom attribute
Inventory

Choose different ways to retrieve store inventory data to power BOPIS functionality on your storefront

Regularly extract inventory data from your source system and send it to BC Commerce Cloud as XML formatted Inventory Lists

For the XML file format refer to the inventoryxsd schema

Use APIs to call your source system when you must retrieve store inventory
Stores

Add your store data in Business Manager or import store information in an XML file If importing via an xml file follow the storesxsd

schema

Another option for implementing the ability for a customer to shop a selected store is to use price books within BC Enterprise The

steps to implement this code on your site are in the Shop By Store Github
Geolocation

If using BC Commerce Cloud API for Geolocation data import all Store Geolocation data following the geolocationxsd schema

Offer Buy Online Pick Up in Store BOPIS

Configurations

Use the following job steps to perform automated maintenance of your data
ImportInventoryLists

ImportStores if importing stores via XML

ImportCatalog to import updates to availableForInStorePickup attribute on products

Resolving Template Conflicts
With multiple plugins you can resolve multiple template conflicts Salesforce provides another cartridge plugincartridgemerge which
provides a reference for how to merge together multiple plugins in a single customization cartridge Refer to this cartridge for inspiration
when considering the best way to implement plugins in your existing code base

Review the list of templates that override the base SFRA cartridge

Compare template code between appstorefrontbase main SFRA cartridge and plugininstorepickup main BOPIS plugin cartridge

Use a comparison tool to compare the files for differences or run a diff of the files
Copy the identified delta code added from the plugininstorepickup cartridge to any customizations cartridge code that overrides
it If the templates being overridden dont exist in any cartridges other than appstorefrontbase dont copy those changes to any
other cartridges Instead use the plugininstorepickup cartridges version of those templates

To view the expected cartridge stack see SFRA Overview

To ensure that plugin features work correctly test the storefront functionality and review all logs for errors

Storefront Template Customizations
With the instore pickup cartridge installed the Storefront Reference Architecture provides key outofthebox functionality and template

code to support BOPIS See the SFRA Wireframes Documentation If using Site Genesis as your reference application see the OOTB design

and functionality for BOPIS in the Site Genesis Wireframes and Functional Spec Documentation

The following are the key areas to update when enabling the OOTB BOPIS functionality They depend on your current template design

Product Detail Page
Cart
Checkout
Order Confirmation Order History Details
Other customized sections that further enhance the customer experience include
Header
Product Listing Search Results Page

To identify the customized areas compare your current pages with the OOTB template designs Look for areas that include elements to

support BOPIS This guide covers the minimum OOTB features to support BOPIS Work with your technical teams and design teams to

help identify areas where your storefront templates need adjustments Support the functionality and adhere to your brands look and
feel
Note Its important to use clear and prominent messaging about the store pickup process and FAQs
As with any enhancements you make to your storefront follow your organizations process for thoroughly testing Ensure that your data
is accurate Test data flows across all systems Make sure that impacted teams know about any changes to their process Before launching

your new BOPIS offering ensure that all storefront functionality works as expected

Offer Buy Online Pick Up in Store BOPIS

Configurations

Marketing Cloud Configuration Steps
Trigger an Order Confirmation Email in the Marketing Cloud with the Marketing Cloud Transactional Email Solution Kit

Create an Order is ready for pickup journey that uses an API event as its entry source Inject the subscriber into the Marketing Cloud

Order is ready for pickup journey when the order fulfills Marketing Clouds REST API offers you access to the Journey Builder API You

inject subscribers into a journey via an API call Configure this REST service call to Marketing Cloud using a BC Commerce Cloud Service

The call uses the fire entry event method to inject a subscriber into the journey

Note This call triggers from the order fulfillment page after the order processes in BC Commerce Cloud or OMS

Include the following required elements to make this journey an OmniChannel journey They send messaging that the order is ready
to be picked up at the store If your only channel is email skip the mobile steps If using only mobile skip the email steps

SMS Order is ready for pickup message

MobilePush Order is ready for pickup message
An interactive email with a button or a similar call to action that the consumer clicks to alert the service agent that they arrived Add
other identifying information like make and model of the car and parking location to this email
An interactive landing page when the consumer clicks the button that

Updates the OMS to indicate that the order is ready for pickup

Sends an SMS to a designated contact for the store using REST API

Sends an email to an alias at the fulfillment desk at the store

Updates the client system via API

A pickup confirmation email with the option to include a survey

Related Content
Review earlier steps in this solution

Offer Buy Online Pick Up in Store BOPIS Workflow on page

Design Considerations on page

See Also

Get answers to your questions from BC Commerce experts and other customers via the BC Commerce Trailblazer Community

Group

Search and find specifications and technical info for all aspects of BC Commerce on the Salesforce BC Commerce Infocenter

Review the Calendar of upcoming Commerce Cloud learning opportunities
Salesforce Order Management
Request a Commerce Cloud Accelerator

If you need expert guidance for planning your BOPIS solution contact your Customer Success Manager to ask about Advisory Services

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