Case Study: Boscov's achieves 40% in-store upsell and extends holiday online shopping by 7 days with Kibo Commerce

The nation’s oldest family-owned department store sees significant revenue growth with a buy-online, pick up in store program

Boscov’s, the nation’s oldest family‑owned department store with 47 Mid‑Atlantic locations, faced growing customer demand for more flexible online order fulfillment—especially during last‑minute holiday shopping when ship‑to‑home cutoffs forced lost sales. To stay competitive and better serve loyal, multi‑channel customers, the retailer set out to launch a buy‑online, pick‑up‑in‑store (BOPIS) program across its stores.

Boscov’s partnered with Kibo to integrate an Order Management System with its in‑house eCommerce and handheld inventory devices, then rolled out BOPIS in four phased waves with intensive staff training. The program drove strong results: a 40% in‑store attach/upsell rate on BOPIS purchases, an extra seven days of online holiday shopping, improved inventory accuracy and ship‑to‑home efficiency, consistently positive customer feedback, and plans to expand Kibo for broader fulfillment management.

Boscov’s

Toni Miller

Senior Executive Vice President