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Omni-channel retailing has become the norm where customers demand consistency and convenience no matter which channel they frequent. – Forrester Consulting paper
According to a survey conducted by A.T. Kearney, 55 % shoppers said they engage via both online and physical touch points throughout their shopping lifecycle
71% of omni channel customers expect to view in-store inventory online, while 50% wish to buy online and pick up in-store – Forrester TLP
89% of shoppers want retailers to offer the convenience of shopping for products across any preferred channel – Accenture Seamless Retail Study
80% of store shoppers check prices online, and a third of them use mobile to access information from inside the physical store – MIT Technology Report
Growing Importance of Omni-channel Retailing
Multiple customer
touch pointsMore Evolved
shopper
Customer expectation for consistent buying
experience
Advancing technology
Increased Competition
Single Channel Multi-Channel Cross-Channel Omni-Channel
Single View of Customeracross Channels
Inventory Visibility across channels Seamless Order Fulfillment
Omni-channel Redefined
Seamless
Cons
iste
nt
Personalized
-------------------------------BUSINESS -----------------------------
• Today’s Consumer decides the channel he wants to use at any given point in time• Retailers must enable their businesses to serve this consumer.
Adopting Omni Channel Strategy
Customer Experience• Innovation in
Digital Channels • Mobile First• E-Commerce• Market place
integrations• Social Media
Commerce
Inventory Visibility• Global inventory
visibility• Reducing the
possibility of out-of-stock situations
• Optimize inventory, cycle times & storage costs
• Shorter lead times
Order Fulfillment• Order visibility across
retail value chain• On-time order
delivery & commitment
• Efficient order fulfillment systems
• Easy and visible order returns and exchanges
Silos and legacy systems make it significantly complex to realize the Omni-channel imperatives.
of retailers have only operationalized basics such as store pickup, cross-channel stock visibility and store-based fulfillment
of shoppers demand visibility of in-store inventory to enable them to check products online before visiting the store
Customer Silos
Operational Silos
Legacy System
Silos
Challenge
1/3rd
42%
Helping a world leading retailer deliver superior customer experience• An efficient cross-channel order fulfilment
system for drive-through deliveries from store and warehouse
• Created a single customer repository with real time integration to deliver a 360 degree view of the customer
Extending leading Indian beauty retailers business to digital channels
• Extend leading Indian store-led retailer to web and mobile commerce channels
• Built a complete analytics solution encompassing Customer, Operational, Sales and Web Analytics to provide deeper insights into business, operations and customers
Customer 360 degree | Mobile Engagement | Cross-channel Order Fulfilment
Success Stories
Retailers need to define their omni-channel strategies based on
In Conclusion
An omni-channel presence is no more a good-to-have strategy, but rather an imperative to sustain growth and thrive in the tough retail landscape.
Product & Segment Existing Market Position Scale
Sonata Software has a track record of powering brick and click led business transformation initiatives for some of the most well-known Retail enterprises across the globe. We specialize in applying technologies such as Omni-Channel Commerce, Mobility and Analytics to enhance customer engagement for Retailers.
www.sonata-software.com
Thank you… Do visit us at our booth
By: Ananth Padmanabhan
Head – Asia BusinessSonata Software