Project overview
For bulky items that cannot be handled efficiently through standard checkout processes, the retailer needed a store-led sales model that still preserves document control and stock traceability. The target process was simple for the customer and practical for store staff: create the order, stage the item for pickup, post goods issue at handover and complete billing without unnecessary manual detours.
Business challenges
- Bulky items required different handling than normal shelf merchandise.
- Sales, stock reservation and customer pickup were not always synchronized.
- Store teams needed a clearer handover model at the issue counter.
- Billing and payment completion could become fragmented when pickup timing changed.
SAP Retail solution design
- Used store-based sales order creation for bulky-item scenarios.
- Enabled automatic outbound delivery generation to support controlled issue-counter pickup.
- Linked goods issue to the moment of customer handover.
- Kept billing as part of the same store-led process backbone, with optional payment completion where relevant.
Expected business impact
- Improved the pickup experience for customers buying large items.
- Created better traceability for stock reserved and issued from store inventory.
- Reduced informal handovers and the risk of unrecorded item movement.
- Supported a more professional service model for DIY and furniture scenarios.
Recommended next steps
Recommended next steps include appointment-based pickup slots, staging-zone controls and queue management during peak periods.