Why Now is the Time for Multi-Channel Retail Integration

Retailers can no longer make technology investments solely focused on improving business in a single channel. To stay competitive, retailers must now invest in creating synergy across all channels.

Recent research reveals that  many retailers are still missing the technology that can facilitate integration of disparate systems in these multi-channel business processes.  But we also know that many retailers have already started, or plan to start, investing in modernizing both their back-office and consumer-facing systems.   While IT modernization for retail is unquestionably a good thing, not all investments are created equal when it comes to the goal multi-channel integration that streamlines operations, enables flexibility, and differentiates a company's customer experience

Meeting customer expectations today

Customers expect value for money across all of a brand's channels, and they expect consistency in terms of price, range, service, and promotions. And naturally they expect to be able to use different channels even for the same transaction - for example, browsing a catalog, ordering and paying online and, if the goods turn out to be unsuitable, making a return through their channel of choice. Prompt delivery of accurate and consolidated orders is highly linked with the service experience of customers.

One thing is for sure, multi-channel shopping is here to stay. With the ability to shop anywhere at any time with any device, consumers are demanding excellence and consistency at every turn and are challenging retailers and brands to keep up. Their loyalty is hard won and harder kept. It is no longer sufficient to offer them an online catalog for placing orders; retailers must now provide a consistent, convenient, enjoyable and informative experience at every touch point. Consumers are demanding that their in-store experience give them the same benefits they enjoy on ...