DEPTH MAKES A DIFFERENCE

OMNI CHANNEL : The New Normal

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

ananth.padmanabhan@sonata-software.com