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You might know about the benefits of unified commerce, but are you aware of which components need to be in place to implement it? Find out here.
Omnichannel commerce focuses on creating consistency on the front end of your business — what customers see. Whether a customer is shopping via mobile on Instagram, via laptop on your ecommerce website, or in person at your brick-and-mortar store, omnichannel commerce ensures that he or she encounters the same messaging, branding, and purchase process. One of the most significant challenges of this strategy is incomplete, conflicting, or duplicated customer data across multiple systems. Unified commerce reconciles this data by unifying the back-end systems of your business, bringing all your data into one centralized platform. But what tools does one need to implement unified commerce? Read our take on the key components below.
Read more about the difference between omnichannel and unified commerce here.
With unified commerce, all customer engagement is tracked by the same system, so you won’t lose valuable insights into a customer’s actions as they switch between channels. Using analytics to understand customer behavior across sales channels, you can improve your ad targeting on social media, predict future shopping behavior, and build robust loyalty programs, as you’ll know what appeals most to your customers based on their shopping habits. Unified commerce also serves as a communication tool within your organization. Your staff has access to all the information they need to answer customer inquiries and solve queries.
In short, unified commerce is a comprehensive platform that enables companies to:
Monitor the function of the entire business.
See customer and product information from all touchpoints in real time.
Analyze data and convert it into valuable insights.
Make the right decisions based on relevant data.
Deliver a personalized customer experience.
To implement unified commerce, retailers need a range of tools to ensure the customer experience is seamless and efficient. The following are some of the key tools needed for unified commerce:
Point-of-Sale (POS) System: A POS system is essential for managing the day-to-day operations of a unified commerce environment. It should be able to handle payments, track inventory, and provide analytics.
Payment Processing Solutions: Payment processing solutions enable retailers to accept payments from customers across multiple channels and locations quickly and securely. An example of this could be Ridestore’s Klarna payment solution.
Product Information Management (PIM) system: A PIM system is used to manage product data and information, such as product descriptions, images, pricing, and other related information. PIM systems are used by businesses to ensure that their product data is accurate, up-to-date, and consistent across all channels.
Customer Relationship Management (CRM) Software: A CRM system can help you keep track of customer information and interactions, as well as analyze customer behavior to identify trends and opportunities.
Order Management System: An order management system helps you manage orders from multiple channels. It can also help you with order fulfillment, shipping, returns, and customer service.
Mobile App Development: A mobile app can be used to create a seamless shopping experience across multiple channels. It can also help you track customer behavior and engagement. See for example Inco’s new scan-and-go app.
Unified commerce is a valuable strategy if your business is spread throughout different channels. By providing customers with a seamless, integrated experience across all channels, businesses can increase customer satisfaction and drive more sales. In addition, unified commerce streamlines the operations of the entire organization. The key to successful unified commerce implementation lies in leveraging powerful tools such as omni-channel product information management, order management systems and customer relationship management software. With the right tools in place, businesses can leverage the power of unified commerce to maximize their potential and stay ahead of the competition.
Are you on the lookout for a new partner or software provider? Or do you have questions on anything regarding ecommerce strategy?
We are here for you! Don't hesitate to contact our CCO, Kenneth Ryle Thorsson.