Drive, click-and-collect and BOPIS (Buy Online, Pick Up In Store) are no longer the preserve of the retail giants. By 2024-2025, these hybrid modes of collection – where the purchase is made online, but the delivery takes place in-store or at a pick-up point – are becoming strategic tools for Quebec SMEs. The context is favorable: nearly three-quarters of adults in Quebec now shop online, with $17.8 billion spent in 2023 and online purchases growing by around 9% that year.([isarta.com](https://isarta.com/infos/les-achats-en-ligne-au-quebec-ont-augmente-de-pres-de-9-en-2023/?utm_source=openai))
At the same time, consumers are looking for greater proximity, flexibility and speed. Across Canada, an estimated 14.2 million shoppers will use click-and-collect by 2024, demonstrating that in-store or curbside pick-up has become a well-established reflex.([globenewswire.com](https://www.globenewswire.com/de/news-release/2024/07/10/2911033/0/en/Canada-Click-and-Collect-Forecast-2024-14-2-Million-Click-and-Collect-Buyers-in-Canada-in-2024-Room-for-Growth-Remains.html?utm_source=openai)) For SMEs, the challenge is no longer whether drive is relevant, but how to implement it in a way that is profitable, integrated and aligned with the customer experience.
In this article, we explore the main drive trends 2024-2025, the specific expectations of Quebec consumers and the concrete opportunities for SMEs. We’ll also look at how digital solutions – AI and automation, CRM, e-commerce platforms – can transform drive into a real engine of growth.
1. A Quebec market ripe for drives, but still under-exploited by SMEs
Before we talk technology, we need to understand the playing field. In Quebec, some 74% of adults made at least one online purchase in 2023-2024, a level that has held steady since the pandemic.([isarta.com](https://isarta.com/infos/les-achats-en-ligne-au-quebec-ont-augmente-de-pres-de-9-en-2023/?utm_source=openai)) Habits are therefore well established: online purchasing is no longer seen as an exception, but as normal behavior, including for everyday needs.
Yet local merchants are not yet capturing the full potential. According to NETendances data relayed in 2024 and 2025, only 47% of Quebec e-buyers purchased from local merchants, meaning that 53% of online spending still leaves the province.([journaldemontreal.com](https://www.journaldemontreal.com/2025/05/08/rapport-nettendances-2024-au-quebec-trois-adultes-sur-quatre-font-du-magasinage-en-ligne-mais-ignorent-les-marchands-quebecois?utm_source=openai)) This represents a major missed opportunity for local businesses, specialty retailers and regional SMEs.
In this context, drive and click-and-collect are particularly appropriate solutions:
- They reassure customers who like to check the merchandise on the spot, or who are reluctant to pay delivery charges.
- They reduce delivery times compared with traditional delivery: an online purchase can be picked up in a matter of hours.
- They value proximity: customers choose a local merchant, often to encourage the local economy and reduce their ecological footprint.
On a Canadian scale, one report predicts 14.2 million shoppers using in-store collection by 2024, making the country one of the fastest-growing click-and-collect markets in the world.([globenewswire.com](https://www.globenewswire.com/de/news-release/2024/07/10/2911033/0/en/Canada-Click-and-Collect-Forecast-2024-14-2-Million-Click-and-Collect-Buyers-in-Canada-in-2024-Room-for-Growth-Remains.html?utm_source=openai)) Coupled with international trends where 35% of consumers have already used a BOPIS solution by 2022, and where younger generations are the strongest users,([capitaloneshopping.com](https://capitaloneshopping.com/research/buy-online-pick-up-in-store-statistics/?utm_source=openai)) we can extrapolate that the Quebec market will follow this trajectory.
For SMEs, the opportunity is twofold:
- Reclaim market share from foreign giants by offering a local, personalized and more human drive experience.
- Increase the average basket, as numerous studies show that the traffic generated by BOPIS leads to additional impulse purchases in-store.
The message is clear: your customers are ready for the drive. The question is whether your digital and operational infrastructure is also ready.
2. What Quebec drivetrain consumers really want in 2024-2025
Drive trends are more than just a click-and-collect module in your online store. They reflect new expectations in terms of convenience, transparency and value. NETendances data show a major shift: nearly 73% of Quebec Internet users say they will have reduced or stopped buying from American merchants by 2025, notably out of concern for local purchasing and environmental impact.([moncarnet.com](https://moncarnet.com/2025/05/08/commerce-en-ligne-les-habitudes-des-quebecois-en-pleine-mutation/?utm_source=openai))
In concrete terms, drive customers are looking for :
- Speed: order in a few clicks and pick up the same day, or even in less than two hours for certain sectors (grocery, catering, hardware).
- Clear information: pick-up times, precise locations, procedures (order number, SMS, outdoor terminal, etc.).
- Stock reliability: there’s nothing more frustrating than a product marked “in stock” online, but unavailable at the time of preparation.
- Flexible options: curbside drive, pick-up bins, express counter, possibility of delegating pick-up to a relative.
- Aligned values: local merchants, short circuits, more eco-responsible packaging.
International BOPIS studies also show that younger generations in particular – millennials and Gen Z – are the biggest adopters of these hybrid formats, with over 55% of them using them at least once a year.([capitaloneshopping.com](https://capitaloneshopping.com/research/buy-online-pick-up-in-store-statistics/?utm_source=openai)) Yet these generations today form the core of online shoppers and households under construction, and therefore a strategic segment for SMEs.
To meet these expectations, a simple web form is no longer enough. A high-performance drive system involves :
- A well-designed, mobile-first e-commerce platform, with a seamless ordering experience – for example, via an online store optimized by Nuaweb.
- Real-time inventory management, integrated with your cash register or ERP system.
- Proactive communication (e-mails, SMS, notifications) keeping customers informed at every stage: order received, in preparation, ready for pick-up.
- Simple processes for your team: labels, preparation areas, handover and identity validation procedures.
In short, Quebec consumers are ready to encourage local businesses, but they expect a level of professionalism and fluidity comparable to the big platforms. The drive is an ideal bridge between the best of digital technology and the strength of local commerce.
3. How to implement a profitable drive service in a Quebec SME
Setting up a high-performance drive service doesn’t necessarily require a huge budget. What’s essential is a well-thought-out digital architecture and internal processes to ensure that every order is profitable – and not a source of logistical chaos.
Here’s a pragmatic roadmap for an SME:
1) Structuring the offering and the rules of the game
- Define which products are available on the drive (all, a selection, certain formats or volumes).
- Set realistic picking times, in line with your team’s preparation capacity.
- Specify standard lead times (e.g. “order ready in 2 hours”) and special conditions (large volumes, fresh products, etc.).
2) Upgrade your online store
An effective drive experience is built on a solid e-commerce foundation. If your site is not yet optimized for online sales, it may be a good idea to get off to a good start with a website designed from the outset for online ordering and local collection. A few must-haves:
- Responsive interface (mobile and tablet), as the majority of drive orders are placed from a mobile phone.
- Simplified ordering process with a clear choice of collection method: drive, delivery, in-store pick-up.
- Integration with a secure payment module adapted to the Canadian reality (cards, Interac, digital wallets).
3) Synchronize inventory and in-house preparation
The heart of the drive is your ability to deliver what you promise. This means:
- Centralized inventory management to avoid overselling.
- Clear preparation processes: who receives the order, who prepares it, who validates it, and where ready orders are deposited.
- A dedicated space for the drive (shelf, storage, fridge, lockers) so as not to encroach on the in-store experience.
4) Integrate a CRM to track and retain drive customers
A customer who uses your drive is already committed: they’ve taken the time to order from you. This is the ideal time to structure the relationship using a CRM adapted to SMEs:
- Segmentation of drive customers (frequency, average basket, product categories).
- Targeted campaigns: reminders, offers on complementary products, loyalty programs.
- Automated messages: order confirmation, post-pickup thank-you, feedback request.
By combining a well-designed online store, a clear internal organization and a CRM, a small business can offer a high-performance drive service, while maintaining profitability and operational efficiency.
4. AI, automation and data: the new drive allies for SMEs
The big difference between an artisanal drive and a drive 4.0 is the intelligent use of data and automation. Even an SME with just a few employees can now take advantage of technologies previously reserved for large banners.
A few concrete levers:
1) Chatbots and online support
An AI-based chatbot, integrated into your website or online store, can :
- Answering frequently asked questions about the drive (times, conditions, deadlines).
- Help customers find the right product, which reduces cart abandonment.
- Trigger personalized recommendations (“You’re picking up on Tuesday, would you like to add…?”).
Solutions like those offered by Nuaweb (AI, chatbots and automation) make it possible to implement these tools without having to develop an extremely costly custom solution.
2) Automated notifications and tracking
Consumers expect seamless communication. Thanks to AI and automated scenarios, you can :
- Automatically send an SMS or e-mail when the order changes status.
- Adapt message content according to customer profile (new vs. loyal, corporate vs. individual).
- Trigger intelligent reminders if an order is not picked up on time.
3) Analysis of order data to optimize the drive offer
Every drive order is a mine of information: type of products, pick-up times, preparation times, etc. By exploiting this data, you can :
- Identify the most popular time slots and adapt your workforce.
- Identify the key products on the drive to better manage your stocks and negotiate with your suppliers.
- Test targeted offers (bundles, discounts for adding products at the time of pickup) and measure their impact.
Internationally, BOPIS studies show that a significant proportion of consumers buy additional products when they come to pick up their order, which can boost in-store sales by 20% or more in some contexts([marketgrowthreports.com](https://www.marketgrowthreports.com/market-reports/buy-online-pick-up-in-store-bopis-market-113124?utm_source=openai)). Properly exploited, the drive becomes a powerful generator of additional sales, not just a logistical channel.
By combining e-commerce, CRM and AI, Quebec SMEs can offer a high-end drive experience, aligned with new consumer expectations and capable of competing with major international platforms, while putting forward their strengths: proximity, human service and local roots.
Conclusion: turn drive into a sustainable competitive advantage for your SME
The figures speak for themselves: 74% of Quebec adults buy online, digital spending has reached nearly $18 billion in 2023, with growth of around 9%,([isarta.com](https://isarta.com/infos/les-achats-en-ligne-au-quebec-ont-augmente-de-pres-de-9-en-2023/?utm_source=openai)) and 14.2 million consumers in Canada will be using click-and-collect in 2024.([globenewswire.com](https://www.globenewswire.com/de/news-release/2024/07/10/2911033/0/en/Canada-Click-and-Collect-Forecast-2024-14-2-Million-Click-and-Collect-Buyers-in-Canada-in-2024-Room-for-Growth-Remains.html?utm_source=openai)) At the same time, a large proportion of Quebec e-buyers are still turning to foreign platforms, even as they express a growing desire to encourage local purchasing.
In this context, adopting a modern drive service is no longer a luxury, but a strategic lever for SMEs:
- You offer your customers the flexibility they expect (online ordering, fast pickup, varied pickup options).
- You reinforce your position as an accessible, practical and committed local merchant.
- You create new opportunities for additional sales, loyalty and digital customer relations.
The good news is that you don’t have to go it alone. At Nuaweb, we support Quebec companies in the implementation of complete solutions: website creation designed for the drive, optimized online stores, CRM integration, AI and chatbots to automate customer relations.
Ready to turn the drive into a sustainable competitive advantage for your SME? Let’s plan your next digital steps together. Contact Nuaweb now for a free consultation and find out how a well-designed drive can propel your sales, simplify your operations and build loyalty among your local customers.
