Focal Areas for Integrated Multi Channel Operations
Centralized Order Fulfillment
Common merchandise data base for item data, hierarchy across channel
Merchandising operation through integrated platform for Pricing, Promotions and offers
Corporate wide CRM
Offer consistent Pricing and Promotions
Choice for customers to order through any channel and pick at any channel.
Distributed Order Management, consolidates all channel order and fulfill from Distribution center on Put away stocks and cross-dock stocks.
Re allocates & Re distributes the stocks based on demand in the channels
Transport planning for courier to customer in web/ mobile/ Store channel sales.
Customer returns on any channel is accepted irrespective of the channel that was the purchase made on, and is accounted in Inventory through POS or Web Payment gateway.
Customer returns through Web/Mobile, the web/mobile should accept the returns as a separate transaction or along with shopping list of purchase.
Supply Chain Synchronization
Integration to store pickup order, inventory and billing
Vendor to supply for all channels.
Visibility of inventory in all channels
Near real-time POS data for inventory position for accuracy
Ability to update channels on stock out items
Ability to transfer the store pickup orders to delivery order if stock out
Merchandising planning
Demand planning & forecasting for web / mobile / direct store
Regular Ordering system for different categories
Category sales planning for all channels and contribution to total financial plan
New Product introduction in all channels
Inventory planning for all channels based on the sales trends. ( min /max/ re order)
Visual images selection for SKU for display in Mobile and Web.
Customer Profile
Single window registration for all channels
Common Identity for every customer / family across the channel
All channel bills pertain to customer to integrate in common database.
Schemes on rewards, pre calculated value before merge into common database
Metrics and Measurement
Measure across channel for consumer growth & satisfaction
Effective loyalty program to track across channel
Surveys to gather additional insight across channels
Measure by Category and not by channels
Inventory reports on efficiency in utilization of inventory across channels
Category Performance reports across channels
Marketing analysis reports to add value in all channels & enhance customer experiences and conveniences.
Key Differentiator in MCI
Work with the clients to integrate retail channels including communication, transaction, and
Physical logistics to achieve
- A consistent, "customer journey" across all touch points
- am IMRG recognized top three challenge for many aspiring integrated retailer.
To have deep experience of fulfillment, delivery and returns performances improvement programs
Specialists and leaders in direct marketing (DM) and customer relationship management
(CRM) programs including:
- Customer segmentation, demand generation leveraging cross channel synergy in up-sell and X-sell, maximizing campaign yield, customer engagement and retention, automated campaign Management.
Experts in order to cash management improvement programs:
