Digitisation Is Changing the Customer Journey
Customer engagement is more important than ever. The expansion of e-commerce means that every shopper follows a different journey and expects personalised interaction at every touch point. And with so many brands to choose from, customers more readily switch from one to another. However they choose to shop – whether online or in store, on a mobile device or desktop – they want a consistent shopping experience.
79% of all customers spend at least 50% of their purchasing time researching products online.
Why You Need an Omnichannel Strategy
To meet modern demands and remain competitive, companies need to optimise their omnichannel processes and engage with shoppers at multiple touch points.
They must deliver excellent customer service and a unique and most importantly omnichannel customer experience, which is consistent however they choose to buy. Enterprises deploying an effective omnichannel strategy tap into a wealth of opportunities, generate new leads, increase revenue, and achieve sustained business growth.
The Omnichannel Customer Experience
Are You Facing the Following Challenges?
- Are you being held back by duplicated customer information scattered across different data silos?
- If your buyers purchase from various channels, do you have up-to-date information on what’s in stock?
- Are your online shop’s database and your mobile selling applications stored in separate locations?
- Can you ensure that all digital and physical channels share a consistent look and feel?
- Are you able to offer customer-specific catalogues and price lists?
What Makes Your Omnichannel Strategy Successful?
1. Ensure a Single Source of Truth
With the right omnichannel software, you’ll bring all of your data and commerce processes together under one roof. Eliminate multiple, inconsistent data sources and gain a single view of customer, stock, and product information. Benefit from better-informed decision making and increased business agility.
2. Connect Commerce and Marketing Processes
Connect commerce and marketing processes and profit from seamless inter-departmental collaboration. With omnichannel commerce, sales can quickly pass on information from customer interactions to help marketers build targeted campaigns. Meanwhile, valuable insights gained through market research and customer profiling support the commerce team in devising effective sales strategies – including personalised recommendations.
3. Integrate Your ERP and CRM Systems
Integrating your ERP and CRM systems can improve business agility and data reliability. Any changes made to information in one (regarding customers, contacts, inventory, etc.) will be instantly reflected in the other, meaning faster access to crucial data to support sales and decision making. Furthermore, by bringing the two systems together, you gain a 360-degree view of customers and a single source of truth.
4. Provide a Personalised Experience
Provide customers with content that is geared toward their preferences. By providing an omnichannel customer journey, your website will automatically generate offers and recommendations based on the user’s purchase and search history across devices. Products and services that are of greater interest to the shopper will appear higher in catalogue searches. In this way, you drive customer engagement, encouraging first-time purchases as well as repeat business – and ultimately boost sales.
5. Implement Product Information Management (PIM)
As part of your commerce solution, a modern PIM module makes it simple to update catalogues, add products, and edit descriptions. It keeps information consistent across all channels, making it easier for customers to find what they want on any device. This in turn boosts the effectiveness of your marketing campaigns, branding, and SEO.
52% decrease in customer support cost after migrating to a B2B e-commerce portal.
SAP C/4HANA: Run Your Processes on a Single Omnichannel E-commerce Platform
Available on-premise or in the cloud, the SAP C/4HANA suite meets the challenges of the digital age. The next-generation suite of omnichannel commerce solutions unifies data and processes in a single location, reducing complexity and eliminating multiple data sources.
At the same time, the built-in versatility of this omnichannel software ensures that your customers enjoy a consistent shopping experience no matter what channel they decide to use. The result is an increase in customer satisfaction and an improvement in conversion rates.
We Keep Things Simple
Omnichannel increases complexity, while siloed processes and data are obstacles between you and your customer.
Omnichannel Commerce: How We Can Support You
As a SAP Platinum Partner and member of the SAP Global Partner Executive Council, our expertise in SAP Customer Experience and SAP C/4HANA solutions is well recognised. In fact, our portfolio includes over 50 SAP Commerce Cloud implementations across the globe in a wide range of industries – including retail, telecommunications, life sciences, and manufacturing.
We have more than just experience to call on; we also have over 250 SAP C/4HANA consultants around the world. These experts are capable of implementing both cloud and on-premise solutions – and can deliver on-site as well as offshore support. This means that wherever you are, and whatever your needs, itelligence will provide and implement the omnichannel strategy and software that works for you.
Our Awards and Partnerships
- Winner of SAP Hybris 2017 Partner of the Year Award
- Winner of SAP EMEA Award for Partner Excellence 2017 for Customer Engagement
- Holder of SAP Hybris Gold Partner Status
- SAP Hybris Global General Business Partner of the Year 2016
Dürkopp Adler AG
Hybris’ future roadmap as well as the coherent concept of our longtime partner itelligence has convinced us of the innovative commerce solution. Today, Hybris is our strategic platform for the development of new business and sales models.
4 Things Today’s B2B Buyers Want to Experience
Today’s B2B buyers want personalised services. They want online convenience. And they want consistency across the devices and channels they use to make a purchase. They want an omnichannel customer experience.
Get a snapshot of how itelligence can help you meet their expectations and bring B2C capabilities to your B2B e-commerce with SAP Customer Experience and the SAP C/4HANA suite.
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