SFS Best Practices Ship from Store (SFS) and Buy Online Pick Up in Store (BOPIS) have become a significant part of the guest experience and sales generation for all the Stand Out for Good Brands. Our guest is busier than ever, and her time is more limited. To exceed the expectations of the guest and to meet the World Class goals of a rejection rate of less than 2% on SFS orders and less than 1% on BOPIS, the store team must have an efficient operational process in place. There are several new tools and resources to help your store team execute including:
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SFS Stations SFS Technology SFS Printers Minimized Keystrokes Geiger Functionality Reserved and Damage Workflows Mail Innovations Shipping Daily Rejection Rate and BOPIS Reporting SFS Training on Milo
To assist in achieving the fulfillment goals, please implement the following Best Practices:
1. Designated Associates: Identify 2-3 associates that can consistently execute the SFS process. This associate will not be able to execute every SFS/BOPIS order you receive but having associates that are familiar with the product and the process will help with the efficiency and success. The associate designated to SFS processing should have excellent product knowledge and understand the layout of the sales floor and back room. Primary Responsibilities of the SFS associate: • Print all open orders in batches if applicable. • Utilization of the RFID Scanners and the Geiger Mode. • Pick and pack all priority/expedited orders first. (Noted with ! on the order list). • Remaining orders will be picked, processed and packed oldest to newest. Pick all orders first to ensure they are not sold to a guest in the store throughout the day. • Pick and process efficiently to minimize footsteps and process orders quickly. Print multiple orders to process and if there are additional associates supporting the process, split the picking and packing duties to expedite the process. • Please note: take the time to make sure the item is perfect before shipping. No ripped seams, missing buttons, make up stains, etc. The in-store guest can choose to make a purchase with a gently damaged item, but our digital guest expects a brand-new item. • Check the order queue often and process new orders as they are assigned.
2. Effective scheduling: It is important to ensure that SFS fulfillment is a focus every day and it is being scheduled as a priority to process the
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orders. Each morning, SFS orders need to be fulfilled and throughout the day the BOD must watch the open order queue and delegate immediately the Priority or BOPIS orders that come in. If you have a higher number of daily orders, schedule other associates for support with picking orders or packing. Along with the morning shift based on order volume, scheduling associates for additional shifts later in the day will help with keeping the queue empty at the end of each day. Nightly RFID Inventory: This is a crucial part of the SFS ordering process. Accurate scans of your inventory each night will help with SFS orders only being placed on merchandise you have on hand in the store. This is a big component to maintaining a lower rejection rate.