Case Study: a large retail company reduces Click & Collect non-pickup rates with BP3 Global

How Intelligent Process Automation (IPA) transformed & optimized a retail Click & Collect service, reducing non-pickup rates and boosting sales

BP3 Global worked with a large retail company that was seeing unusually high rates of Click & Collect customers failing to pick up their orders in the UK and Ireland. The issue was hurting revenue, customer satisfaction, and operational efficiency.

BP3 Global used Celonis process mining, LEAN DMAIC workshops, SME input, and a monitoring dashboard to identify root causes and track improvements. Over a year, the company reduced its non-pickup rate from 5.6% to 2.5%, driving a $2.8 million increase in sales, $73k in employee cost savings, and an 18-point boost in customer satisfaction.