Written by Luqman KhanzadaJava Developer OMS
Online Shopping has rapidly increased over the last few years and has become an indispensable part of the global retail framework. According to research, over two billion people purchased goods and services online in 2020 alone, and the online sales revenue represented almost 4.2 trillion USD that year. This enormous eCommerce revolution has brought about notable changes in customer behaviours. Instead of abandoning traditional in-store shopping, as some economists once predicted, customers now use local stores as omnichannel shopping resources.
Contemporary customers these days search for a product online and then visit nearby stores to complete the purchase. Even if the customers have already paid for the product, they prefer to purchase the item from a nearby store.
This is because even though customers have identified what they want to buy from the website, yet they prefer to see the product and test it in a nearby store before completing the transaction. Nevertheless, providing good in-store service to customers helps to boost business sales, build customer loyalty, and enhances the brand’s value. Therefore, it has become a challenge for businesses to support their omnichannel customers to improve online and in-store services.
Customers today demand a superior service level with both online and in-store experiences. Unfortunately, traditional store associates do not have updated real-time inventory information. Hence, they fail to offer accurate information about product stock and availability in real-time. This results in customer dissatisfaction and risks losing important customers as they start looking for alternative retailers who provide the same services. Also, the store associates cannot process orders, and customers wait in line at the counter to complete the purchase. The customers want a quick checkout process, and this delay is not acceptable to them.
Since the store associates don’t have access to real-time inventory and customer information such as past orders and preferences, they cannot provide suggestions on complementary products and recommendations on other items. There are no proper tools for store managers to analyze sales and view information such as order status, fulfillment rate, and activity-tracking, which cause delayed orders and overall store inefficiency.
IBM Sterling Store Engagement is a complementary capability of IBM Sterling Order Management software which helps businesses solve the complex in-store sales challenges, providing a seamless and satisfactory in-store purchase experience for customers.
It offers a combination of order management, inventory visibility, analytics, mobile capabilities, standardizing inventory, and task management processes.
The IBM Sterling Store Engagement solution benefits for all aspects of business including store associates, store managers, and customers. It empowers sales associates to be well-prepared and deliver phenomenal customer experiences. In addition, businesses can harness the solution's capabilities to improve efficiency through omnichannel offerings.
Royal Cyber is an IBM Business Partner with a team of certified professionals well-versed in IBM Sterling OMS implementations. Get in touch with us to know how we can assist you in empowering your business to deliver enhanced customer services.