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BOPIS and Web Orders - Leadership Responsibility

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BOPIS Best Practice Execution

World-Class BOPIS

Helpful Resources

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Measuring Success

Benefits to Business

Benefits For Our People: Improving BOPIS efficiency helps us serve more customers, sell more units, and Make More Dreams Come True. Paid‑in‑full orders and PO auto-sourcing reduce workload, and an efficient BOPIS process drives higher Customer Delight Index (CDI) scores.

For Our Customers:  With BOPIS, customers enjoy a smooth, professional online experience. They arrive in‑store confident in their decision (free from sales pressure) and expect to receive fast and efficient service.

Standards and Targets

Target BOPIS CDI: 85% and above. Review your progress with your Store Manager.

Cadence for Accountability

BOPIS customers should receive the same exceptional treatment as every Discount Tire customer. They deserve a complete VTV and clear understanding of their vehicle’s condition, even when products are pre‑purchased. They also expect peace of mind knowing their online journey matches the quality of their in‑store experience, including Treadwell recommendations. 

Daily:

Weekly:

  • Managers follow up with AORs on their CTA if BOPIS is not up to standard.

Setting Up the WIN

Working Through Your People
 

  • Marketing Assistant Manager: Assign BOPIS orders to designated Salesperson and ensure the team is aware and prepared.

  • Workflow Assistant Manager: Oversee the backroom operations and vehicle flow.

  • Service Coordinator: Stage the next vehicle and direct the Crew Chief.

  • Crew Chief: Ready to pull the vehicle in as soon as needed.

Disciplined Action

Before Open:

  • All BOPIS orders are communicated and assigned in the Morning Huddle.
  • All BOPIS inventory has been ordered and staged.

After Open:

  • A-Frames are set up and the Service team has the product pulled prior to customer arrival. 
  • Every BOPIS appointment is communicated to the Service Coordinator and Crew Chief. 
  • The customer is greeted and helped immediately (VTV and CES executed, Next in Bay delivered).
  • A promise time is provided to every BOPIS customer, with or without an appointment.