YOUR KEY TO OMNI-CHANNEL ENABLEMENT

Omni-Channel requires a new approach that transforms the organisation from silos of technologies and processes to a seamless ecosystem.
Argility is the proven route to a managed evolution.
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Multiple sales channels ranging from on-line, telephonic, mobile, mail order, self-service, and as importantly, the established physical retail environment are all facets of the new D2C (Direct to Consumer) Omni-Channel integrated engagement and fulfillment processes.

There are some challenges in creating a seamless experience through Omni-Channel such as:

  • Aligning the company’s brand proposition, whichever channel is chosen. The customers focus is not only on the purchase, but on the interaction.
  • Demand planning complexity, getting real-time demand signals across all channels where customers are active 24/7.
  • On-demand delivery expectations created by Omni- Channel instant gratification, customers no longer enter the channel, they are continuously in the channel.
  • A need for optimised inventory and distribution where operational requirements span a broad geography.

The technology that enables Omni-Channel is secondary to the strategy. Once you have established:

  • What makes your customers buy from you and how do they want to buy from you
  • A holistic approach to pricing and trade promotions across all channels
  • Possible scenarios and disruptors
  • Flexible fulfillment processes

 


Argility then works alongside you to put the systems and processes in place that will result in new customer acquisition and increased loyalty.

MANAGING THE NEW IN-STORE EXPECTATIONS

The role of the physical premises is changing as customers are now connected 24/7. Argility enables organisations to:

  • Enhance the in-premise experience from self-service to assisted-service by providing various channels on-site to purchase. This could be as simple as handing a written list to sales assistants to interaction on premises or using e-commerce as in-store channel.
  • Reinforce your promotions with digital interaction, communication, personalisation, targeted marketing and behavioural analytics.
  • Reinforce your brands appeal at every turn.
  • Assist you in understanding the patterns of customer behaviour.
  • Empower employees with instant access to all channels that your customers are exposed to.
  • Enable real-time fulfillment and a flexible returns process. The path to return should be just as fluid as the path to purchase.
  • Manage talent and operating processes in line with customers flow patterns.

Argility is your Omni-Channel partner before the technology, through the process and on to the enhancement of the customer experience.

By utilising the “in-touch” factor that Omni-Channel enterprises enjoy with their customers, you can easily:

  • Allow customers to pick their preferred channel of choice and then change it
  • Add new channels at a lower cost and reduced complexity
  • Focus on meeting the customer’s needs and requirements the first time
  • Retain important, consistent information about customers – if they know, you should know
  • Disassociate channel from process and eliminate channel silos

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You need to be everywhere your customers are. That increasingly means social media. 71% of on-line shoppers are more likely to purchase from a brand that they follow on-line