Comprehensive Guide to Curbside Pickup Software

Are your customers tired of long lines, crowded stores, and the hassle of in-person shopping?

Yes, they are. Here is what the recent data by Incisive Inc. commissioned by Manhattan Associate says, “85% of shoppers have preferred curbside pick-up since COVID-19, 79% say a contactless store pickup is very important to them.”

So, considering the rising need it’s time to offer a contactless and convenient solution: curbside pickup. 

The convenience and safety of curbside pickup have made it a staple in modern shopping experiences as businesses continue to innovate their services to meet growing consumer demand. 

For example, companies like Target are even expanding their curbside offerings. They now allow customers to return new, unopened items directly from their cars through their Drive Up option. 

So, let’s see how curbside systems work, what features to look for, and how they’re changing the way businesses operate.

Understanding Curbside Pickup

Definition and Basics

What is Curbside Pickup?

Curbside pickup is a growing trend in retail and food service. It offers a convenient alternative to traditional in-store shopping and last-mile delivery.

Like Buy Online PickUp In Store (BOPIS), curbside pickup allows customers to place online pickup orders—whether through an eCommerce store, a restaurant’s website, or an app—and then drive to a designated pickup location to collect their items.

Here’s how it works:

1. Before the customer arrives, the merchant prepares the order. 
2. Once the customer reaches the curbside pickup location or a designated area, staff quickly bring out the packaged goods and place them directly into the customer’s vehicle. 
3. This streamlined process requires minimal physical interaction, making it a preferred option for those looking for quick, contactless service.

Here is Walmart’s curbside pickup delivery process. Check the entire video to get complete knowledge. https://www.youtube.com/watch?v=fuEm8QTQ_58

While curbside pickup sounds simple, it requires precise coordination to run smoothly. Businesses need to:

• Accurately track the customer’s estimated arrival time.
• Monitor how long the customer has been waiting at the pickup point.
• Ensure that the order is ready and correct before the customer arrives.
• Quickly identify the customer’s vehicle to avoid delays.
• Ensure each customer receives the correct order promptly.
• Efficiently manage multiple pickup points or stores without confusion.

Without the right systems and processes, managing these tasks can become overwhelming. However, businesses implementing curbside pickup software can automate and streamline many operations, allowing for efficient and error-free service.

Benefits for Businesses and Customers

Now that we understand how curbside pickup software works let’s explore the specific benefits it delivers, both to your customers and your business operations

1. Reduced wait times: Real-time updates and GPS tracking shorten customer wait times, enhancing satisfaction and encouraging repeat business.
2. Improved order accuracy: Automated tracking and confirmation ensure error-free order fulfillment, boosting customer trust and reducing return costs.
3. Optimized resource allocation: Efficient scheduling and route optimization reduce operational costs and employee strain.
4. Seamless multi-location management: Centralized control enables smooth coordination across multiple stores, improving scalability.
5. Enhanced customer communication: Automated notifications build customer confidence and reduce inquiries with real-time updates.
6. Data-driven decision making: Analytics-driven insights help businesses optimize operations and continuously improve customer experience.
7. Flexibility and scalability: Scalable solutions adapt to demand changes, allowing businesses to grow without sacrificing service quality.

Case Studies or Examples

Walmart, a renowned retailer, lets you place an order online and pick a preferred pickup time slot. An associate with arrange your order items and prepare them for pickup. Once it’s ready, a ‘Ready for Pickup’ email is generated so you get notified and pick up your order from your chosen local store.

Upper: Your Curbside Pickup Assistant

Upper offers a robust solution for efficient curbside pickup operations. Its advanced features enable drivers to optimize their routes and minimize delivery times.

Features of Upper Route Planner

1. User-friendly interface: 

Upper provides an easy-to-use interface that provides instructions for new users to navigate through it and take the desired action. This helps make onboarding effortless, decreasing the steep learning curve.

2. Routing algorithm overview:

Upper provides sophisticated routing algorithms to optimize routes based on time, distance, customers’ preferences, and vehicle capacity specifics. It also helps ensure there is no crisscrossing or overlapping among routes. 

3. Curbside delivery preferences: 

Specify whether pickups should be made from the left, right, or either side of the street. This helps avoid unnecessary U-turns and reduces overall delivery time.

4. Pickup and delivery flexibility: 

Easily mark each stop as a pickup or delivery location. This adaptability ensures that drivers can seamlessly handle curbside pickups and regular deliveries.

By leveraging Upper’s curbside pickup functionalities, businesses can enhance delivery efficiency, improve customer satisfaction, and reduce operational costs.

Exploring Top Curbside Pickup Software Solutions

1. WeSupply

WeSupply is a complete post-purchase solution that offers in-store and curbside pickup order fulfillment, tracking, and returns management, ensuring a seamless experience for customers and employees.

Aspects	Details
Best for	Retailers looking for a comprehensive post-purchase solution with curbside pickup and tracking features.
Features	Branded SMS and email notifications, Attentive SMS marketing integration, Automated curbside pickup process
Pricing	Not mentioned
Pros	Easy curbside process, SMS integration
Cons	No pricing transparency

2. Swipeby

Swipeby provides a simple curbside pickup solution with geofenced arrival notifications and real-time order tracking, which is ideal for small retailers looking to enhance curbside efficiency.

Aspects	Details
Best for	Small retailers exploring curbside pickup with some post-purchase marketing tools.
Features	Geofenced arrival notifications, Custom coupon codes, Analytics dashboard, Order Scheduling
Pricing	$0.99 per delivery or $58/month.
Pros	Menu customization, finding third-party drivers
Cons	Requires app download, no inventory management

3. Infillion Curbside

Infillion offers a curbside pickup tool for brick-and-mortar stores and restaurants, enabling a smooth customer experience with mobile and browser-based apps.

Aspects	Details
Best for	Restaurants and stores looking for a quick and easy curbside tool.
Features	Quick setup, GPS tracking, Mobile and browser apps
Pricing	Not mentioned.
Pros	Quick setup, easy integration.
Cons	Location-based only, manual entry of vehicle info.

4. SimpleTexting

SimpleTexting is an SMS marketing platform that allows businesses to notify customers when their curbside pickup orders are ready for pickup and gather contact info for future marketing.

Aspects	Details
Best for	Businesses focusing on SMS notifications and marketing with minimal curbside needs.
Features	Automated SMS workflows, Two-way messaging, POS system integration
Pricing	Starts at $29/month.
Pros	Affordable, easy to adapt.
Cons	No geo-fencing, text-based only.

5. Curbspot

Curbspot is a straightforward curbside fulfillment management tool that helps retailers manage all your customer orders and alerts without complex integrations.

Aspects	Details
Best for	Retailers wanting a simple curbside solution without the need for third-party integrations.
Features	Cloud-based platform, Built-in communication
Pricing	Starts at $79/month
Pros	User-friendly, quick setup
Cons	Limited feature information, no third-party app integrations.

6. Zapiet

Zapiet is a store pickup and local delivery solution for Shopify. It integrates with Shopify POS and offers multi-location inventory management and fraud prevention features.

Aspects	Details
Best for	Shopify retailers looking for a local delivery and pickup solution.
Features	Multi-location inventory, Order management, POS integration
Pricing	Starts at $20/month
Pros	Fully integrated with Shopify
Cons	Requires Shopify or third-party integration.

7. FlyBuy

FlyBuy enhances curbside pickup by providing staff with real-time location updates, allowing for precise, timely order handoffs with minimal wait time.

Aspects	Details
Best for	Businesses focused on reducing wait times through advanced location technology.
Features	Automated curbside experience, Third-party delivery integration, Real-time staff notifications
Pricing	Available upon request.
Pros	Precise location tracking, and third-party integrations.
Cons	Additional fees for location-beacon hardware.

Functionalities of Curbside Pickup Software

1. System integration and dynamic order management

A. How Integration Works

Once the curbside orders are placed, the system integrates with the business’s backend operations—whether a POS, order management system, or route planning and optimization software—to log and organize the orders for fulfillment.

B. Benefits of Order Management

Customers place online orders through an eCommerce or food delivery app, selecting the curbside pickup option. Pickup time, location, and customer information are included in the order details.

2. Optimizing multi-stop routes

A. Route planning

With 10 different stops for curbside pickup, the system calculates the most efficient route based on customer pickup times, distance between stops, and traffic conditions. Route optimization software helps to streamline this process by minimizing travel time and maximizing order handoff efficiency.

B. Priority scheduling

The system may also prioritize stops based on time-sensitive curbside pickup orders, ensuring that urgent pickups are handled first. Once the optimal route is determined, it’s sent to the assigned driver.

3. Real-time updates and communication

A. Customer notifications

Customers receive notifications via the app, updating them about their order status, estimated pickup time, and specific instructions for contactless curbside pickup.

B. Driver updates

The system constantly updates the driver on the next stop, factoring in real-time traffic or route changes. If a customer changes their pickup time or location, the system adjusts the route dynamically.

4. Arrival and handoff coordination

A. Automated alerts

As the driver approaches each curbside pickup location, the system uses GPS tracking and geo-fencing to notify both the driver and the customer. This ensures staff are ready to bring the order out when the customer or driver arrives.

B. Vehicle identification

The curbside pickup technology often allows customers to input their vehicle details in advance so staff can easily identify the car and complete the handoff quickly.

5. Efficient pickup handoffs

A. Contactless delivery

Staff deliver the order to the designated vehicle once the driver arrives at a pickup stop. Contactless interaction is a key feature, where the staff can confirm the order and place it directly into the customer’s car without needing physical interaction.

B. Order confirmation

The system automatically marks the pickup as complete, updating the customer and business in real-time.

6. Managing multi-stop logistics

A. Optimized navigation

The driver follows the route, ensuring minimal delays between stops. The system automatically adjusts the route if disruptions occur, such as traffic or customer pickup times.

B. Efficient handovers

The system ensures that orders are ready when the driver arrives, reducing idle time for both the customer and the driver.

7. Analytics and Reporting

A. Data tracking

The system provides insights into the pickup process, such as how long each customer waited, average pickup times, and route efficiency. These analytics help businesses understand areas for improvement and enhance their curbside operations over time.

B. Customer feedback

After pick-up, businesses can gather feedback on customer satisfaction, allowing for continuous improvement of curbside service.

Critical Features to Consider

When selecting curbside fulfillment management software, it’s crucial to consider features that enhance operational efficiency and customer satisfaction. Here are the essential features businesses should look for:

1. Dynamic order management

Curbside pickup technology should provide real-time, dynamic order statuses. This allows businesses to track every stage of the order—from placement to customer arrival. Key updates include:

• When the order is placed for curbside pickup.
• Estimated arrival time for the customer.
• How long the customer has been waiting at the pickup point?
• Confirmation of completed pickups.

Impact: Improves efficiency and ensures staff are ready for each pickup at the right time.

2. Customer tracking portal

A customer-facing tracking portal is essential for providing transparency and reducing support inquiries. Through this portal, customers can:

• View their order status & pickup time.
• Navigate to the pickup point using integrated GPS maps.
• View pickup point location details, operating hours, and the estimated drive time to the location.

Impact: Reduces customer uncertainty and improves the overall experience by providing real-time visibility into their pickup status.

3. QR code-based order confirmation

The software should support QR code-based confirmation to streamline the handoff process. Upon arrival, customers can present a unique QR code, which staff can scan to confirm the correct order automatically. This minimizes errors and speeds up the pickup process.

Impact: Ensures fast and accurate order fulfillment while maintaining contactless service.

4. Contactless payment integration

Offering contactless payment options is a must in today’s curbside pickup environment. The software should allow customers to complete payments through the app or website, reducing the need for physical payment exchanges during the pickup.

Impact: Enhances customer safety and convenience while speeding up the pickup process.

5. Route optimization and multi-location management

Route optimization is key for businesses with multiple pickup points or those handling multi-stop deliveries. The software should calculate the most efficient routes, considering traffic, distances, and time-sensitive orders. It should also allow seamless management of multiple store locations from a centralized dashboard.

Impact: Saves time, fuel costs, and labor by handling pickups across multiple locations efficiently.

6. Real-time updates

Drivers should receive real-time updates about changes in customer pickup times or order status. This ensures that routes and pickup schedules can be adjusted on the go to avoid delays or unnecessary wait times.

Impact: Improves operational flexibility, ensuring businesses can adapt to last-minute changes and keep things running smoothly.

7. Customer communication tools

Curbside pickup software should automate communication with customers. Key notifications might include:

• Confirmation of order placement.
• Estimated pickup time and instructions.
• Alerts when the customer’s order is ready or when the customer arrives at the pickup location.

Impact: Keeps customers informed throughout the process, reducing confusion and increasing satisfaction.

8. Data analytics options

The curbside pickup technology should offer detailed analytics and reporting features. Businesses can track key metrics such as average wait times, the number of pickups, customer satisfaction, and peak hours. These insights can help improve staffing, reduce wait times, and enhance service delivery.

Impact: Empowers businesses to make data-driven decisions and improve their curbside operations.

Advantages and ROI of Implementing Curbside Pickup

Curbside Pickup is essential for the reasons, as follows.

1. Efficiency Gains

Curbside pickup helps a company save on distances your delivery drivers may need to travel to make deliveries and hence, reduce fuel consumption and wear/tear caused to vehicles. This helps decrease overall fuel and maintenance costs and hence increases profit margins. 

Moreover, as you don’t need more vehicles and drivers to deliver orders, you can easily scale your delivery operations, while eliminating the need for additional query calls regarding order statuses.

2. Increased Customer Satisfaction 

When customers get to pick up orders within minutes without having to wait for long in queues, it not only makes their purchase experience convenient but also engaging. Moreover, it prevents the need for them to stay prepared and available at home to receive orders at their doorstep. 

Further, customers can simply sit in a car without exhausting themselves, and is also a great way to ensure contactless delivery, especially for those who prefer it out of health concerns. 

Conclusion and Next Steps

Recap of Key Points

• Curbside pickup has become increasingly essential, with 85% of shoppers preferring it since COVID-19, and 79% considering contactless store pickup very important.
• Modern curbside pickup software solutions integrate crucial features like real-time tracking, dynamic order management, route optimization, and contactless payment options.
• Leading solutions in the market include WeSupply, Swipeby, Infillion Curbside, and Upper Route Planner, each offering unique capabilities for different business needs.
• The technology delivers significant benefits including reduced wait times, improved order accuracy, optimized resource allocation, and enhanced customer communication.
• Implementation of curbside pickup software provides measurable ROI through efficiency gains, reduced operational costs, and increased customer satisfaction.

Actionable Insights for Implementation

Assess Your Business Needs

• Evaluate your current order volume and customer preferences
• Determine which features are most critical for your operations
• Consider your budget and desired scalability

Choose the Right Software Solution

• Compare different vendors based on your specific requirements
• Prioritize curbside pickup solutions that offer essential features like GPS tracking, automated notifications, and route optimization
• Ensure the software integrates with your existing systems

Prepare for Implementation

• Train staff on new processes and software usage
• Set up designated pickup areas and clear signage
• Establish standard operating procedures for order fulfillment and handoff

Monitor and Optimize

• Track key metrics like wait times and customer satisfaction
• Gather and analyze customer feedback regularly
• Make data-driven adjustments to improve efficiency

Scale and Expand

• Start with a pilot program if necessary
• Gradually expand to multiple locations if applicable
• Continuously update and enhance your curbside pickup offerings based on performance data