What We Deliver
Better process management and integration for improved customer service and operational efficiency
The number of multi-channel consumers is still rising. The bar on what constitutes a consistent cross-channel brand experience is also rising. According to a recent RSAG study, the relative difference in profitability of single versus multi-channel customers is declining. This has created pressure to expand cross-channel service while improving operational efficiency.
For most retailers the data and processes needed to meet multi-channel customer expectations is still located discretely, in heterogeneous applications across the enterprise — including POS, CRM, eCommerce, call center and merchandising. Better cross-channel integration of data and business processes can improve productivity across multiple functional areas and improve sales at all points of interaction.
What We Deliver
Consumers expect seamless and consistent communication and service across all channels. That means buy anywhere/return anywhere capability; consolidated loyalty and promotion programs; order tracking; and inventory visibility, availability, and price transparency.
The processes needed to deliver these services cross many functional areas, and technologies and applications, and often require external collaboration, such as with manufacturers. We bring the needed depth and breadth of knowledge to help you meet customer expectations, cost-effectively. Some of the more complex projects we’ve done include:
- Creation of online portals that provide information tailored to the customer and meet complex customer self-service needs with professional and dynamic customer content
- Process engineering, design and integration of returns management systems to handle reverse logistics, advance notification, optimized returns decision making, materials routing, returns data analysis and product re-sale
- Inventory visibility from purchase order creation, to the vendor via EDI, back to the receiving dock, and out to the store and/or customer
Related services and solutions include:
Business Process Analysis
Software Design and Development
Solution Integration