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How to increase sales with omnichannel logistics
Very often a seller's communication with a customer takes place on several channels - on the website, in social networks, in an offline shop. Therefore, it can be difficult for a seller to collect all customer data in one database. For example, in order to send a customer a discount coupon for his birthday, the seller has to review all communication channels and find where information about the customer's date of birth is stored. This is inconvenient and time-consuming.
The omnichannel logistics system, which changes the approach to sales, increasing convenience for customers and efficiency for business owners, will come to the rescue. Today the LLC «FabriQuanta» blog we are talking about it.
What is omnichannel logistics
It is a branching system where a customer can start an interaction with a brand in one channel (e.g. online shop), continue in another (e.g. social media) and end in a third (e.g. offline shop). In doing so, the seller does not lose information about his customers and their preferences.
Key feature: all channels are connected.
The difference between omnichannel and multichannel
What is omnichannel logistics
It is a branching system where a customer can start an interaction with a brand in one channel (e.g. online shop), continue in another (e.g. social media) and end in a third (e.g. offline shop). In doing so, the seller does not lose information about his customers and their preferences.
Key feature: all channels are connected.
The difference between omnichannel and multichannel
- The multichannel model assumes that there are different channels of interaction (website, social media, offline shop, etc.), but these channels are not always connected.
- The omnichannel model emphasises the integration of all channels, where customer information is synchronised and available in any of them at any time.
What's interesting about omnichannel
For customers:
For sellers:
For customers:
- Convenience. Buyers can use any channel to buy, return or communicate with the seller.
- Time savings. No need to re-explain their situation or clarify order information.
For sellers:
- Analytics. The system allows you to collect data on customer communications across all channels, giving you a deeper understanding of your customers' needs.
- Efficiency. Integration of all processes helps you respond faster to changes in demand and allocate inventory.
How to implement omnichannel
Start by using cloud services. This will avoid the large costs of building your own IT infrastructure.
What you should have:
Technologies for omnichannelisation
Integrating all channels requires a good technical base. Important elements:
Strategies for delivery
In omnichannel logistics, companies can use several delivery strategies:
Omnichannel logistics is a real way to increase revenue. Thanks to the optimisation and smooth operation of all systems, a company can process orders faster and manage inventory more efficiently, which directly affects the number of sales.
Start by using cloud services. This will avoid the large costs of building your own IT infrastructure.
What you should have:
- Centralised warehousing. Provide unified inventory management for both online and offline sales.
- Online shop and contact centre. Make sure you have a well-functioning online shop and support team that can resolve customer issues quickly and efficiently.
- ERP system integration. ERP (enterprise resource planning system) can help you manage your data centrally.
Technologies for omnichannelisation
Integrating all channels requires a good technical base. Important elements:
- CRM systems. Help to collect and analyse customer data.
- Integration via API. Allows to combine all sales and interaction channels into one system.
- Automation. Systems that automate order processing processes help to serve customers faster and minimise errors.
Strategies for delivery
In omnichannel logistics, companies can use several delivery strategies:
- 3PL. Third-party logistics companies that take over the delivery of orders.
- Warehouse model. Orders are delivered directly from warehouses.
- Shop model. Orders are shipped from offline shops, reducing delivery time.
Omnichannel logistics is a real way to increase revenue. Thanks to the optimisation and smooth operation of all systems, a company can process orders faster and manage inventory more efficiently, which directly affects the number of sales.
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