Empowering mid-size retailers: How to drive omnichannel success 

As someone who has spent years working with global retail brands, I've seen firsthand how the industry has transformed—and how much remains the same. Retail has changed dramatically in some ways, particularly with the rise of online channels, while the in-store experience has remained relatively traditional.

Here's how I see mid-size retailers navigating this evolution, along with the strategies that can help them thrive.

The retail evolution: Challenges and opportunities

What's changed:

• The rise of online channels has redefined customer interactions, offering convenience and accessibility like never before.

• Technologies like AI, mobile commerce, and advanced analytics are transforming inventory management and personalization.

What's stayed the same:

• Many in-store experiences remain largely unchanged, with traditional counters and disconnected customer journeys.

The big challenge: Retailers now need to integrate their online and in-store channels to provide a seamless, unified experience for consumers.

Three types of retailers: Where do you fit?

From my experience, retailers generally fall into one of three categories when it comes to technology adoption:

1. Advanced retailers:

• Early tech adopters with integrated systems that unify the customer experience.

• Operate efficiently and seamlessly across channels.

2. Evolving retailers:

• Mid-level tech adoption with partially synchronized operations.

• Still upgrading portions of their systems.

3. Traditional retailers:

• Often mid-size or small businesses with disconnected systems.

• Limited capabilities, sometimes still using on-premise solutions.

If you're a mid-size retailer, chances are you're navigating the challenges of being in the “traditional” or “evolving” category. Here's how you can bridge the gap.

Key focus areas for mid-size retailers

To stay competitive and meet growing consumer expectations, mid-size retailers need to prioritize the following:

1. Create a unified customer experience

• Integrate online and in-store operations to provide a seamless journey.

• Enable capabilities like “Buy Online, Pick Up In-Store” (BOPIS) and real-time inventory visibility across all locations.

2. Optimize operations

• Reduce manual processes by automating inventory management, pricing, and promotions.

• Streamline backend functions like finance, procurement, and HR for better efficiency.

3. Focus on scalability and growth

• Invest in flexible, cloud-based solutions that can scale with your business.

• Plan for future growth, whether it's adding new stores, expanding online channels, or enhancing marketing capabilities.

How Priority Software helps retailers succeed

At Priority Software, our end-to-end cloud platform is specifically designed to address these challenges. Here's how it stands out:

• Comprehensive Coverage: From point-of-sale and unified commerce to enterprise requirements like ERP, we offer everything you need in one system.

• Cost-Effective and Scalable: Our cloud-based, subscription model reduces IT costs while enabling scalability.

• Modular and Customizable: Retailers can choose only the modules they need, with the flexibility to adapt the system to their workflows—not the other way around.

• Proven Expertise: We've worked with thousands of retailers globally, offering best practices and smooth implementation to minimize risk.

Real-world success stories

Here are some examples of how our platform has transformed retailers' operations:

• Ace Hardware: Improved order management, inventory control, and loyalty programs across 62 stores and an online channel.

• Columbia: Enhanced warehouse management and enterprise functions like HR and finance for over 50 stores.

• Cowan: A Canadian retailer with multiple megastores, who chose Priority after failed attempts to upgrade legacy systems, achieving streamlined replenishment and better customer experiences.

My advice for retailers ready to transform

If you've outgrown your current systems and are ready to take the next step, here are my recommendations:

• Consider replacement over upgrades: Stitching together outdated systems often leads to inefficiencies. Start fresh with an integrated platform.

• Focus on fast implementation: Choose a solution that can be deployed quickly to minimize disruptions to your core business.

• Partner, don't just buy: Work with a vendor that acts as a partner, bringing experience and support to ensure your success.

The retail landscape is evolving, and mid-size retailers have an incredible opportunity to meet these changes head-on. By prioritizing a unified, efficient approach to operations and customer experience, you can compete with larger players and delight your customers at every touchpoint. Let's make it happen!

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The Author

Keren Halpern

Product Marketing Manager

Keren joined Priority to lead product marketing for Retail & Hospitality . With over 20 years of experience and a seasoned Product Marketing Director, Keren is a passionate advocate for customer-experience strategies and a digital transformation expert.