e-Commerce and Omni-Channel Strategy Consulting
With the rise of e-commerce, most retailers today offer some form of omni-channel services. Omni-Channel services can include BOPIS (“buy online, pick up in store”), SFS (“ship from store”) or ISF (“in-store fulfilment”). BOPIS is a key offensive weapon that leverages the advantages of their physical stores over e-commerce-only retailers and bridges the gap between offline and online channels.
However, retailers are challenged with the level of complexity inherent in creating and operationalizing Omni-Channel. Profitability is often challenged, and the risk of customer service issues are significant.
Providing Omni-Channel services impacts Organization, Processes, Policies and the applicable Systems/Tools. They each need to be effectively addressed in order to achieve profitable Omni-Channel success. It’s not easy but, in today’s retail environment, Omni-Channel is not optional either.
How a retailer approaches and executes Omni-Channel can mean the difference between success and costly financial and customer service headaches. Retailers should only focus on and invest in the capabilities that are most valued by its customers and that ensure it has robust processes to deliver on that customer promise.
HRC Retail Advisory’s Retail Strategy Consultants conduct cross-functional assessments of each client’s e-commerce and omni-channel operations to ensure a profitable environment that meets customer service expectations.
HRC Retail Advisory addresses and develops solutions for the following key issues:
- Determining the Omni-Channel capabilities that are most important to your customers
- Re-defining the role of the store and the store associate
- Planning and Managing Demand and Inventory across all channels
- Integrating inventory and best matching it to local customer demand across all channels
- Developing the right success metrics and an Omni-Channel scorecard