This 3-track revolution at work in retail have strategic consequences on the optimization of your retailers’ business process and profitability. As the customer journey becomes more complex with omnichannel, retail digitization is now mandatory.
To start or implement this transformation, now called “unified commerce”, CoD4IS focuses on these stakes to grow your business in France and abroad.
Your customers expect to begin and end their purchase journey when and where they want. Placing their orders online or in-boutique and receiving the delivery at home or at a designated pick-up location.
Click and collect, BORIS, BOPIS, ROPIS, store locator, drive-to-store, order terminals and mobile payment are services aimed at building an optimized customer journey.
It is therefore essential to possess an SCV (Single Customer View) and have the ability to centralize stock management in real time.
Optimizing inventory is what makes unified commerce possible: omnichannel sales strategies rely on it.
Efficiently managing inventory includes controlling buying processes, logistics, planning, reassortment calculation as well as correct allocation through all sales channels. It also implies sales and inventory management teams are trained to undertake daily operations: receiving goods in, transfers, adjustments, stocktake…
To achieve their sales goals, they need a unified view of inventory: to know where is which product, to sell them in the most efficient and satisfying manner.
The goal is to improve customer experience by optimizing delivery time and the retailer’s costs, making sure all products are sold throughout the sales network, online and in stores.
The ideal loyalty strategy requires sophisticated knowledge about your customers and aims to create a truly one-to-one relationship between brand and customer. It means customer data must be centralized, treated to provide a single customer view with relevant and up-to-date information, distributed to the sales teams who need it.
A strategy is most successful when it is centered on the customer relationship. This is why the choice of a CRM platform and its integration into the existing information system is essential.
The increase in online buying has driven retailers to improve their e-commerce solutions and to upgrade related processes for an optimized interaction with customers.
E-commerce has a deep influence on logistics management, involves an integration of new distribution channels and to adapt to regulatory changes.
Customers love their favorite brands’ stores!
The store is a unique experience location and has to adapt to trends in order to keep customers loyal to the brand.
If e-commerce must not be overlooked in the customer journey, the store remains an important sales channel. Point of sale software (POS) must adjust for better payment processes, recording transactions and customer data.
49% of consumers place an exchange with a salesperson who has listened to them and responded with empathy and kindness in the top 5 of their satisfaction criteria (source: LogMeIn et OnePoll). This finding pushes brands to digitize the role of the sales advisor throughout the customer journey.
In the luxury industry, a robust clienteling tool is the ultimate advantage in the one-to-one relation of the best sales advisors with their customers: it is an invaluable communication channel and must display the relevant data to interact with customers, increase sales and keep customers happy.
Smart, touch screen terminals, mobile payment, RFID, IoT, self checkout… These digital devices are frequently found today on the sales floor. They allow for a comprehensive interaction with customers, enriching their experience and ultimately enhancing their attachment to the brand.
Efficient operations involve good Data Quality Management (DQM) and the implementation of a reporting solution or BI ensures data is analysed and sent to relevant business teams to take smart business decisions.
One of the avenues for growth for retailers is to develop their own distribution network, whether domestically or internationally.
International expansion requires in-depth understanding of the targeted markets and the identification of potential issues regarding data management and related processes. This knowledge is a prerequisite to choosing the best solutions and ensuring respect for local law.
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