e-Commerce and Omni-Channel Strategy Consulting
Most retailers are offering omni-channel services as a key offensive weapon to leverage the advantages of their physical stores over e-commerce-only retailers and to bridge the gap between their offline and online channels.
Omni-Channel services include many services known as BOPIS (buy online, pick up in store), SFS (ship from store) or ISF (in-store fulfilment). However, retailers are challenged with the level of complexity inherent in creating and operationalizing omni-channel. Profitability is challenged and the risk of customer service hiccups are significant
Profitably enabling Omni-Channel services has implications to Organization, Processes, Policies and the applicable Systems Tools. All of these dimensions need to be effectively addressed and designed in order to achieve Profitable Omni-Channel success. While it is not easy, it is not optional.
How a retailer approaches and executes Omni-Channel can mean the difference between success and costly financial and customer service headaches.
Each retailer should focus and invest in only the capabilities that will be most highly valued by its customers and ensure that it has robust processes to deliver on that customer promise.
HRC Retail Advisory’s Retail Strategy Consultants conduct cross-functional assessments of our retail clients to ensure that the retailers create a profitable omni-channel environment that meets customer service expectations
HRC Retail Advisory focuses on the following key issues:
- Determining the right omni-channel capabilities that are most important to your customer
- Redefining the role of the store and the store associate
- Ensuring accurate inventory
- Integrating inventory and best matching it to local customer demand across all channels
- Developing the right success metrics and omni-channel scorecard