Today’s consumer decides when, where and how to shop. Potentially continuously online, the consumer may be better informed on products and services than the vendor. The customer expects staff in a bricks and mortar shop to know – or at least to be able to find out quickly – what the status of an online order is and what items the customer has bought before, so as to be able to recommend relevant extras. This cross-channel overview of a customer’s history can only be delivered by an order management system (OMS) with cross-channel capabilities. This Arvato Systems checklist will help you get an initial idea of how healthy your cross-channel management is.
From the magic of Cross Channel Management into Omni Channel Commerce
- Do you have Click-and-Collect and In-Store picking?
- Do you systematically analyze your inventory data?
- Are you optimizing your services based on customer data?
- Are you improving your business processes?
- Is your OMS powerful enough?
Author: Dr. Martin Anduschus, Vice President von Arvato Systems
Do you have Click-and-Collect and In-Store picking?
For customers to be able to order goods online and collect them up from the store, the order needs to be sent to the store, where goods can be picked and wrapped. The OMS knows if the article is available in the chosen store and if not, whether another store can take the order. The OMS also knows about different stores: How big is the store? How many packages can be delivered or packed there? And when it comes to collecting the goods, staff at the service point can find out from the OMS where the order is located within the store, so that they can hand the items over to the customer and confirm the handover in the system.