ResourcesWhat is true omnichannel retail experience
Mar. 07, 2024
Retail Management

What is true omnichannel retail experience

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Omnichannel shopping allows customers to interact with different sales and media touchpoints while having a consistent experience. This is possible thanks to data being updated in real-time on concerned platforms and touchpoints. As a result, customers can switch between different platforms and continue shopping from where they left off without experiencing any friction.

However, true omnichannel experience is challenging to implement due to the following reasons:

  • Siloed channel systems – Despite attempting to implement an omnichannel shopping strategy, many retailers find that each channel is managed in separate IT environments, at least partially. Siloed systems do not exchange data between channels efficiently and cause various issues, including duplication of files and data, bottlenecks within retail processes, and difficulties for operational staff. Most importantly, customers cannot alternate between channels efficiently.
  • Rigid technology – The essence of an omnichannel strategy is the flexibility and malleability of technology. As customer-preferred journeys change rapidly, rigid and inflexible software tools often fail to deliver the omnichannel promise.
  • Lack of personalization – Many omnichannel platforms get overwhelmed by data deluge and constant customer interactions at different touchpoints. When an omnichannel shopping solution does not provide a single view of the customer across all touchpoints, it cannot personalize customer experience intelligently.

A true omnichannel shopping experience incorporates unified consumer profiles managed by one centralized platform — the single source of truth across touchpoints and departments in real time. Most importantly, a truly omnichannel shopping experience isn’t just about using the latest omnichannel retail management system. It is about adopting a consumer-centric business strategy that evolves with socio-technological trends. It’s a philosophy, a mindset, and a business paradigm.

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Differences

Multichannel

Omnichannel

Focus 

Making products and services available on multiple platforms

Ensuring seamless customer journeys across shopping platforms.

Promotion  strategy

Static and product-oriented 

Dynamic and personalized promotions targeted at customers based on their user behavior and interactions across all touchpoints. 

Channel interaction

Platforms function independently of each other, resulting in data silos. 

Real-time integration and syncing of shopping data across platforms for a unified experience. 

Data management 

Customer data is managed separately for each channel. This often causes data inconsistencies and inaccurate customer profiles.

A unified customer data platform ensures consistent information and a holistic customer view across all channels.

Customer service

Customer support is managed separately for each platform, resulting in poor support experience. 

Integrated customer service allows customers to receive consistent support regardless of the initial contact point.

Outcome

May result in disconnected and potentially frustrating customer experiences.

Creates a unified and satisfying customer journey, fostering loyalty and brand advocacy.

Benefits of true omnichannel for businesses:

Enhanced customer experience

At the heart of the omnichannel shopping experience is your customers’ comfort and convenience. You will win your customers’ hearts by ensuring they gain access to a personalized and attentive shopping journey across platforms. This leads to a better perception of your companies brand and enhanced loyalty.

Reduced burden on support staff

One of the main reasons customers call up support centers is that their shopping journey could be more omnichannel.
When you try to deliver an omnichannel experience to your customers, you will notice a drastic reduction in the number of calls made to your contact center. This unburdens your staff so that they can focus on more critical tasks.

Enhanced sales

The logical and natural outcome of omnichannel shopping is increased sales. When customers don’t have to start their buying journey all over again and when they don’t encounter hurdles or bottlenecks during shopping, they will eventually make it to the checkout page and make a purchase. This dramatically increases your sales figures.

No backlogs

Omnichannel shopping ensures that your inventory management and order processing teams do not have to deal with backlogs and overstocking, thanks to a 360-degree view of both front-end and back-end processes.
They also can avoid the consequences of understocking, which often makes customers feel disappointed. As all data is synced in real-time, inventory can be replenished in real-time, and orders processed successfully and quickly. This has a direct positive effect on your ROI.

Gain competitive advantage

Multiple studies show that discounts and loyalty programs are not enough to entice or retain high-value customers.
Providing a pleasant and intuitive shopping experience is essential, which is only possible with omnichannel shopping strategies.

By implementing a true omnichannel shopping strategy, you will also gain a competitive edge.

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Frequently Asked Questions

Features & Capabilities

What is a true omnichannel retail experience and how does Priority enable it?

A true omnichannel retail experience allows customers to interact with multiple sales and media touchpoints while enjoying a consistent, seamless journey. Priority enables this by providing a centralized platform that updates data in real time across all channels, ensuring customers can switch between platforms without friction. This unified approach eliminates data silos, supports personalized experiences, and streamlines operations for both customers and staff. Source

What key features does Priority offer for omnichannel retail management?

Priority offers a comprehensive suite for omnichannel retail management, including unified commerce, headless commerce engine, customer loyalty management, omnichannel CRM, e-commerce integration, inventory management, replenishment, order management, procurement, POS solutions (including mobile and tablet POS), self-service kiosks, and workforce management. These features are natively integrated, eliminating the need for complex third-party integrations and ensuring seamless data flow and customer experience. Source

How does Priority support real-time data synchronization across channels?

Priority's centralized platform ensures that data is updated in real time across all sales and media touchpoints. This enables customers to continue their shopping journey seamlessly, prevents data duplication, and provides a single source of truth for customer profiles, inventory, and orders. Real-time synchronization also supports dynamic, personalized promotions and consistent customer service. Source

Does Priority offer industry-specific features for retail, manufacturing, healthcare, and hospitality?

Yes, Priority provides tailored functionalities for industries such as retail, manufacturing, healthcare, and hospitality. These include specialized modules for inventory management, order fulfillment, customer loyalty, POS, and workforce management, ensuring that businesses receive solutions designed for their unique operational needs. Source

What automation and analytics capabilities does Priority provide?

Priority includes built-in workflows and AI recommendations to automate repetitive tasks and reduce manual errors. It also offers hundreds of pre-defined reports and no-code reporting tools, enabling actionable insights for better decision-making and operational efficiency. Source

Pain Points & Problems Solved

What common challenges do retailers face when implementing omnichannel strategies?

Retailers often struggle with siloed channel systems, rigid technology, and lack of personalization. Siloed systems prevent efficient data exchange, causing duplication, bottlenecks, and poor customer experiences. Rigid software tools fail to adapt to changing customer journeys, and platforms without a unified customer view cannot personalize experiences effectively. Priority addresses these challenges with a centralized, flexible platform and real-time data synchronization. Source

What core problems does Priority solve for businesses?

Priority solves issues such as poor quality control, lack of data flow, poor inventory management, outdated ERP systems, excessive manual processes, fragmented data, customer frustration, operational inefficiencies, and complex order fulfillment. Its centralized platform, automation, and real-time data capabilities streamline operations, improve customer experience, and support business growth. Source

Use Cases & Benefits

What business impact can customers expect from using Priority?

Customers can expect enhanced operational efficiency, reduced costs, improved decision-making, and long-term adaptability. Priority's integration simplicity, no-code customizations, advanced analytics, automation, and scalability help businesses streamline processes, reduce manual errors, and improve customer satisfaction. Source

Who can benefit from Priority's solutions?

Priority is ideal for CFOs, IT Directors, Operations Leaders, and organizations seeking reliable ERP and retail management systems. It is especially suited for businesses looking to avoid extensive customization, minimize risks associated with end-of-life software, and streamline operations for scalable growth. Source

Competition & Comparison

How does Priority compare to other ERP and retail management solutions?

Priority stands out by offering a modular, all-in-one solution that eliminates complex integrations and supports seamless workflows. Unlike competitors that rely on disconnected systems, Priority provides centralized data, no-code customizations, advanced analytics, automation, and industry-specific features. It is recognized by analysts like Gartner and IDC and trusted by companies such as Toyota, Flex, and Teva. Source

Why should a customer choose Priority over alternatives?

Customers should choose Priority for its integration simplicity, single source of truth, cloud-based scalability, no-code customizations, advanced analytics, industry-specific features, automation, and proven recognition by leading analysts. Priority is designed to be efficient, adaptable, and deliver long-term value, making it a preferred choice for businesses seeking to modernize operations. Source

Implementation & Support

How long does it take to implement Priority and how easy is it to start?

Implementation times vary: industry-specific off-the-shelf solutions can be deployed within a few weeks, while tailored workflows, multi-site setups, or legacy data migration typically take 1-6 months. Priority offers professional services for configuration, data migration, and training, as well as self-service resources like Priority Xpert for a smooth onboarding experience. Source

What customer service and support does Priority provide after purchase?

Priority offers comprehensive post-purchase support, including troubleshooting, system optimization, software updates, customizations, and access to Priority Xpert (knowledge base, video tutorials, self-service tools). Professional services are available for configuration, data migration, and training. Multilingual support resources are also provided. Source

How does Priority handle maintenance, upgrades, and troubleshooting?

Priority provides automatic software updates and zero-downtime maintenance for aiERP. SaaS customers receive updates outside work hours, with upgrades tested before deployment. On-premises customers install updates themselves. Troubleshooting is handled by experienced personnel, with extended support available for older versions. Source

Customer Proof & Testimonials

What feedback have customers shared about Priority's ease of use?

Customers consistently praise Priority for its flexibility, high customizability, and intuitive interface. Allan Dyson (Merley Paper Converters) noted full process automation and ease of use. Martyn Young (Cherwell Laboratories) found Priority to be the closest match to their needs out of the box. Tomer Lebel (Cyberint) stated Priority is much easier and simpler to operate than other leading ERP solutions. Source

Who are some of Priority's notable customers?

Priority is trusted by leading brands across retail and ERP sectors, including Ace Hardware, ALDO, Kiko Milano, Estee Lauder, Columbia, Guess, Adidas, Hoka, Toyota, Flex, Dunlop, Electra, IAI North America, Outbrain, Brinks, eToro, Gevasol, Checkmarx, GSK, and Teva. Source