PHASE 3: ECOSYSTEM
Having established a single source of trusted master data and data governance processes, you are all set to expand your omnichannel towards unified commerce and integrate backend systems for greater operational efficiency.
7. Integrate systems that use master data
This includes ecommerce platforms, POS systems, CDP, CRM, ERP and OMS systems, to ensure a seamless data flow across all channels.
This is provided with a technology-agnostic, open platform to store and synchronize all master data. Build APIs or use Data as a Service to feed your channels with trusted master data.
8. Create digital ecosystems
Embrace digital platforms, including social media, mobile apps and online marketplaces, to reach customers across multiple touchpoints.
Integrating online and offline channels, allows customers to research, purchase and return products through their preferred channels.
Using data in-store that is collected online helps create a seamless experience.
9. Create cross-channel product visibility
Implement real-time inventory management systems that provide accurate visibility into stock availability across all channels.
Enable customers to check product availability, reserve items and fulfill orders from any channel.
Manage product and location data in combination to show which products are available at particular stores.
10. Integrate customer support channels
Integrating chatbots, live chat, email and phone helps to provide consistent and efficient support across all touchpoints.
It also ensures customer support agents have access to unified customer data for personalized assistance, saving time to look up customers in different systems.
11. Offer order fulfillment flexibility
Joint management of product and location data and integrating your master data platform with your ERP system enables you to offer various fulfillment options, including in-store pickup, ship-from-store and third-party logistics partnerships.
Optimize inventory allocation and routing to fulfill orders efficiently and cost-effectively.
12. Create processes for continuous optimization
Monitor key performance indicators (KPIs) related to omnichannel operations and the voice of the customer in the customer experience.
Regularly analyze data and feedback to identify areas for improvement and implement iterative enhancements to the omnichannel strategy.
Remember that every retailer's specific steps to be taken may differ based on the retailer’s business model, target audience and resources. You will find a lot more useful information in the white paper:
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