Type
Omni-Channel Retail Management System
Objective
A global retail chain was looking to implement an Omni-Channel Retail Management System to unify inventory, sales, and customer engagement across multiple online and
offline channels. Their aim was to improve the shopping experience, enhance customer loyalty, and make the operation more efficient by managing all channels from a
centralized system.
Technologies
Magento, Shopify, WooCommerce, ReactJS, NodeJS
Country
United Kingdom
Project Attributes
Engagement Model
Dedicated Team Engagement
Duration
10 months
App Users
Store Managers, Sales Teams, Customers
Challenges
- Disintegrated Stock Management: There used to be anomalies and errors from
the management of stock from different platforms which led to conditions of
stockouts as well as overstocking. - Consistent Customer Experience: The disintegration between online and
offline platforms led to a disjointed experience in respect of the customer due to
no integration of information regarding the customer between the respective
platforms. - Manual Order Fulfillment:: The process of the client was that it had orders that
were manually entered which invited delays, thus leading to a reduced efficiency
of operation. - Problematic Interaction of Customers by Different Channels: The company
had failed to maintain interactions with the customer in each of the different
channels if not because of a centralized approach toward engaging customers.
Solutions
- Management of Centralized Inventory Control: Integration with Magento,
Shopify and WooCommerce has been done across all the channels by the
central inventory management control system as designed by the team such that
accuracy about the real time stock would be correctly represented. - Single Unified Customer Profile Creation: The NodeJS and ReactJS
application created a unified customer profile feature that enabled effortless
customer interaction through online as well as offline channels while having a
personalized experience. - Automated Order Fulfillment: The team automated the order fulfillment
process, hence reducing processing times and error occurrences in managing
orders due to human error. - Improved Customer Engagement: The Omni-Channel system enabled the
client to send offers, promotions, and updates based on purchase history, thus
enabling loyalty and retention of the customer.
Results:
- Increased Inventory Accuracy: Errors decreased because stock availability was ensured in advance and overstocking and stockouts were kept at bay.
- Improved Customer Satisfaction: Unified customer profile helped create a standard experience across channels further enhancing customer satisfaction and loyalty.
- Streamlined Order Processing: Automated fulfillment cut back on manual work and time taken for order processing improved thus enabling faster deliveries and higher operational efficiency
- Enhanced Customer Engagement: Improved engagement through personalized marketing and offers can strengthen customer loyalty and facilitate repeat purchases.
Conclusion:
By giving Omni-Channel Retail Management, the client was provided an opportunity to offer consistent, efficient, and appealing in-store experience that positioned it ahead of the curve with new retail experiences.