According to Boston Retail Partners’ 2016 POS/Customer Engagement Survey, 85% of retailers indicate that unified commerce is a top priority.
Why? Customer expectations are increasing every day. For example, according to Forrester Research, 25% of online shoppers now expect to be able to buy online and pick up in stores (aka Click and Collect).
It’s becoming impossible to follow customers as they skip across sales channels, first researching online, then buying in a store, then calling a contact center for help – back and forth and back and forth.
Current systems can’t keep up. Most mid-market retailers are running one system for the Point of Sale (POS), another for inventory, another for ecommerce, and still another for warehouse management and fulfillment & shipping. Which one do we go to when the customer calls about an online order? What happens when the contact center rep is asked, “which store has the item in inventory?”
In real life? That contact center is logging in and out of one system after another, trying to figure out how to handle the issue.
Boston Retail Partners suggests that, to create a single unified platform using the systems already in place, the most important component is to add a middleware layer, Order Management Software, that connects the dots.
In our white paper, we outline the critical new role that order management software plays in:
- Optimizing inventory
- Improving customer satisfaction
- Increasing profits
It includes the compelling case study of a growing mid-market retailer that implemented an OMS to dramatically change the trajectory of their business on all 3 fronts – inventory management, customer satisfaction, and profits.
Download it now to learn why mid-market retailers are turning to Order Management Software to optimize inventory, improve customer satisfaction & increase profits.