Case Study

Buy Online Pick Up In Store

The UK-based John Lewis Partnership owns the John Lewis chain of department stores and the Waitrose supermarket brand. Their highly successful Buy Online Pick Up In Store (BOPUS)* service enables customers to place an order online and then collect it the following day from their local Waitrose or John Lewis store. Peak Technologies, through its M-Netics division, was brought in by the retailer to implement a new mobile software solution and Zebra MC55A mobile computers to manage increased demand for storing and locating orders with multiple parcels at busy times of the year, such as the holidays. Peak Technologies’ IM2 software and mobile computer solution from Zebra Technologies improved capacity by 30 percent.

Situation: Drive Efficiency & Accuracy into Buy Online Pick Up In Store Business Processes

  • Industry: Retail
  • Location: United Kingdom

Speed and accuracy are critical for John Lewis' and Waitrose stores' "Buy Online Pick Up In Store" service, which enables customers to order goods online and collect them the following day from their local store. John Lewis approached Zebra Technologies' partner Peak Technologies for a solution that would enable staff to use storage space more efficiently when an order with multiple parcels arrived and to help find parcels more quickly when customers came to collect them.


Peak Technologies installed its IM2 Retail software solution in 327 Waitrose branches, along with Zebra MC55A mobile computers, which also have integrated scanning capability.

When parcels come in to a shop as part of a multiple order, a user scans the barcode of each item. The mobile computer displays details of the full order, including where the previous item in the order has been stored. This means that, if the new item is a similar size, it can be stored with the previous item – an efficient use of space.

The user places the item in a storage unit and scans the barcode on the unit to record where it has been stored. This information is relayed via a Zebra wireless network to the IM2 database.

When a customer comes to collect their parcel, the user enters the order number into the mobile computer and the storage unit location is displayed, making it easy to find all the parcels in the order.

Featured Products

  • IM2 Retail Software
  • Zebra Wireless LAN Infrastructure
  • Zebra MC55A Mobile Computers

Featured Peak Technologies Services

  • Software development
  • Wireless site surveys
  • Wireless LAN installation and deployment
  • Implementation services
  • Training


The combination of Peak Technologies’ IM2 software and Zebra mobile computers have enabled John Lewis to expand its Buy Online Pick Up In Store capacity by 30 percent. During the holiday season, orders are handled smoothly and efficiently in all stores. Users found the new MC55A mobile computers robust, reliable and easy to use, with large, clear screens and a comfortable grip. Other benefits include:

  • Storage space was used more efficiently, enabling John Lewis to expand Buy Online Pick Up In Store operations by 30 percent
  • Users were able to locate parcels for customers more quickly
  • Customer service and satisfaction improved