Omnichannel

Deliver seamless omnichannel customer experiences and orchestrate orders intelligently. Optimize your inventory, gain extensive visibility, and fulfill orders flawlessly.

How We Help > Your Initiatives > Omnichannel

Overcome omnichannel complexities to create seamless experiences.

In this digital era, if you can’t deliver exactly what your customers are looking for, when they’re looking for it, a quick search will lead them right to a competitor. IBM reports that:

59%

of customers choose a retailer based on omnichannel capabilities

72%

of customers will shop at a competitor if an item is out of stock

Meanwhile, higher customer expectations around fulfillment experiences are raising the bar for customer satisfaction. A recent IBM study of consumer expectations revealed that they want:

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88%

consistent, accurate, on-time delivery

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88%

detailed order status via any channel

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79%

easy store pick-up of online purchases

analytics
81%

checking in-store availability before visiting

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80%

guaranteed in-store pickup times for online orders

360 degree view
81%

store associate can quickly find an out-of-stock item

Whether you’re a B2C or B2B company, this level of high expectation applies to your customers. After all, we’re all consumers and are affected by the same factors and experiences. In fact, with so much more at stake, B2B customer demands for speed, visibility and flexibility may not only be the same – but even higher.

You face more order management and fulfillment issues than ever before – and at a far greater cost.

The ability to offer omnichannel order fulfillment may have a greater impact on your organization’s future than you realize. But many retailers and brands are unable to support the omnichannel experiences their customers want.

Common issues include:

  • Lack of integrated store and online inventories, where they can’t see precisely what they have and where it is.
  • Lack of global inventory visibility impedes their ability to improve the customer experience.
  • Not having the right processes in place to execute a consistent omnichannel fulfillment strategy.
  • The skyrocketing cost of omnichannel order fulfillment is eating away at profitability when margins are already thin.

What these issues mean:

That means that many companies have a lot of work to do to get up to the standards their customers now demand and find ways to reduce omnichannel costs. Are you among them?

If so, keep reading to learn how we can help you leverage omnichannel order management and fulfillment solutions to deliver the experience your customers want and gain competitive advantages. And learn how we can help you do so cost-effectively, protecting your profitability. 

Let us guide you through your omnichannel journey.

Transform and digitize your processes

Through comprehensive services, we help companies digitize and transform their processes to deliver seamless omnichannel experiences across store, web, and mobile channels. We’ll help you leverage omnichannel order management and fulfillment solutions to deliver the experience your customers want, deliver more perfect orders, and improve your profitability.

Whether you need assistance with developing a strategy, selecting and implementing solutions, additional resources to augment your team, or you need additional support services – our team is here to help. For over a decade, we have supported many successful retailers, logistics providers, consumer goods companies, and B2B companies with their omnichannel strategies – from a preliminary exploration of solutions to post-launch management and support.

Through our omnichannel services and solutions we can help you:

  • Develop and refine your omnichannel strategy
  • Overcome omnichannel complexities
  • Integrate your key systems and eliminate silos
  • Enable seamless experiences across channels
  • Deliver more perfect orders
  • Meet and exceed customer expectations with flawless fulfillment
  • Improve visibility across orders, channels, inventory, and partners
  • Optimize operational efficiency
  • Reduce costs and increase profitability
  • Gain competitive advantages

Develop an optimized omnichannel strategy and architecture.

We can assist you in building an omnichannel strategy and architecture, starting with a thorough assessment of your business. We’ll help you gain an in-depth understanding of your company’s current omnichannel capabilities, resources, stakeholders, and technologies.

We’ll establish a clear picture of your goals, challenges, and vision of where you’re trying to go. In addition, we’ll architect a solution that aligns with your business goals and provides a scalable, high-performance foundation for the future.  

  • Optimize your applications, systems, and architecture
  • Develop an omnichannel strategy and roadmap
  • Streamline your processes
  • Create a future-ready architecture

Optimize your applications, systems, and architecture

We’ll assess your applications, systems, data sources, and architecture in the context of your order management goals and help you determine specific actions to take. We’ll perform an extensive omnichannel capability analysis to determine your capabilities today and explore which technologies you’ll need to achieve your omnichannel goals.

Develop an omnichannel strategy and roadmap

Based on our thorough understanding of your capabilities, needs, and goals, we’ll develop a pragmatic and cost-effective omnichannel strategy. We’ll provide a detailed plan with a breakdown of anticipated costs, projects, and activities – and help align your organization around priorities, resources, costs, and ROI.

Streamline your processes

We’ll explore how best to accelerate and automate omnichannel processes, eliminate redundancies, and increase efficiency leveraging modern technologies and approaches.

Create a future-ready architecture

We’ll help you create an agile, scalable, and future-ready omnichannel foundation, ensuring your organization is prepared to respond quickly to change, avoid disruption, become more competitive, and enter new markets.

Connect and integrate your systems to enable a variety of omnichannel capabilities.

By enabling real-time integration and connectivity between eCommerce, order management, marketing, POS, ERP, Marketplaces, partners, and other systems – we help facilitate fast order fulfillment, personalized experiences, extensive visibility, and a 360-degree view of the customer at every touchpoint.  

Our integration solutions and services enable a variety of essential omnichannel capabilities:

From complete views of customer data, inventory, and orders, to flexible purchasing and fulfillment options, to personalized service and support.

By enabling real-time integration and connectivity between eCommerce, order management, marketing, POS, ERP, Marketplaces, partners, and other systems – we help you achieve a 360-degree view of the customer at every touchpoint, extensive visibility across channels and processes, fast and flawless order fulfillment, and more.  

Application Development Solution IMplementation

We provide the integration expertise and solutions you need to enable:

  • A 360-degree view of customer data
  • A real-time view of customer orders
  • Up-to-date inventory information
  • Omnichannel ordering and fulfillment options
  • Connectivity with third party marketplaces
  • Accurate payment and account details
  • Loyalty programs and reward details
  • Customer Order Communications
  • Returns Management
  • Consistent views for all customer-facing personnel

Gain a complete, accurate view of customer information from across a variety of systems and data sources. We help you deliver highly personalized, loyalty-generating experiences across channels.

We provide a real-time view of customer orders across all channels – online and in-store.

Our solutions provide up-to-date inventory information from disparate systems and locations.

We provide a variety of purchasing, fulfillment, and return options. We’ll connect and integrate disparate systems to enable a variety of purchasing, fulfillment, and return options – including Buy Online, Pick up in Store (BOPIS), Ship from Store, Drop Ship, Return to Store, and more. We enable customers to complete transactions through different channels, in-person and online.

We ensure the real-time flow of consistent and accurate information as customers purchase your products through various partners.

Our solutions enable seamless purchasing across channels and providing accurate customer account and payment information. Our Integration of ERP and POS systems help to provide constantly updated customer and account payment information.

Integration of CRM and ERP provides real-time updates to customer profile information.

Integration with marketing automation systems enables you to personalize the customer journey.

Integration of order management, POS, and ERP enables transactions to be completed through different channels.

Enabling personalized service and support through call centers, retail locations, and more.

Explore our Integration Solutions and Services

Enable seamless, compelling omnichannel ordering experiences.

Through industry-leading omnichannel order management solutions, we’ll help you provide customers the products they want, when and how they prefer – while helping you differentiate through great ordering and fulfillment experiences. You’ll meet customer expectations for real-time inventory visibility, flexible fulfillment options, timely delivery, and personalized service across all touchpoints.

Our order management consultants will help you:

  • Enable a 360-degree view of customer data
  • Provide customers accurate inventory availability details
  • Provide flexible fulfillment options
  • Deliver accurate order details and updates to customers
  • Increase visibility across all order management processes
  • Connect all systems and eliminate data silos
  • Ensure fast, accurate fulfillment, and more perfect orders
  • Improve store experiences
  • Improve call center experiences

Helps you deliver highly personalized, loyalty-generating experiences across channels.

We enable up-to-the-minute, accurate visibility into inventory across all locations, helping to meet customer expectations while also helping you make the most of your inventory.

We provide flexible fulfillment options, including Buy Online, Pick up in Store (BOPIS), Ship from Store, Drop Ship, Return to Store, and more.

We deliver accurate order details and updates to customers, addressing their expectations for timely service and on-time delivery.

We increase visibility across all order management processes, empowering your staff to take action as needed to avoid disappointing customers.

We enable rapid integration of inventory, CRM, ERP, store, warehouse, transport, and other systems and sources of data, ensuring a unified view of customer data and orders.

Our solutions ensure fast, accurate fulfillment, and more perfect orders through intelligent processes, increased visibility, and proactive alerts.

We improve store experiences, enabling real-time access to customer and product information, inventory at multiple store locations, and other details to help associates better serve shoppers.

We improve call center experiences, enabling CSR access to all order information needed to ensure a seamless customer experience.

Explore our omnichannel order management solutions

Optimize inventory and order fulfillment across channels to improve profitability.

Gain inventory visibility across all of your locations, suppliers, and sales channels

You’ll know exactly what you have in inventory and precisely where it is – even when it’s widely dispersed throughout the globe, in transit, and changing every minute.

Our services and solutions will also help you streamline and automate complex order fulfillment processes, gain greater visibility and control across your operations, and reduce omnichannel fulfillment costs.

Furthermore, we’ll help you optimize inventory utilization through insights that help you prevent stockouts, increase inventory turns, redirect inventory to meet demand, and make better use of aging inventory.

  • Streamline order sourcing
  • Leverage intelligence to orchestrate complex orders
  • Get proactive alerts
  • Gain visibility into changes in supply and demand
  • Prevent stockouts by identifying shortages and making fast adjustments
  • Gain flexibility
  • Understand and act on changes
  • Reduce cost to serve
  • Leverage intelligence and analytics

We help you streamline order sourcing across all locations with rules-driven processes, helping to deliver the right products from the best sources.

Our solutions leverage intelligence to orchestrate complex orders across multiple locations and fulfillment methods.

You'll get proactive alerts to help you address emerging issues before they become a problem.

You'll gain visibility into changes in supply and demand, enabling you to better match supply to demand.

You'll prevent stock outs by identifying shortages and making fast adjustments. Match customer demand with global inventory, and shift stock as needed to meet local markets.

You'll gain the flexibility to leverage different carriers and fulfillment methods as needed.

You'll understand and act on changes as they occur in your fulfillment network.

You'll automatically select the lowest cost source and carrier that’s right for the need.

You'll leverage intelligence and analytics to predict appropriate inventory levels, improve order fill rates, and speed up cycle times.

Gain crystal clear insights to optimize your omnichannel operations.

To optimize the performance of complex order management and fulfillment processes, you need extensive oversight. You need high-performance analytics that present an accurate picture of customers, orders, inventory, store performance, fulfillment operations, and system performance.

Empower your business, operations, and technical users with actionable insights

Our services and solutions can help provide the insights you need to drive improvements across all of these areas.

By ensuring a rich foundation of accurate, comprehensive data and enabling you to generate actionable insights quickly and easily – your company will make better-informed decisions to improve performance, build customer loyalty, and gain competitive advantages.

By combining order management and data analytics expertise, we’ll enable you to gain unprecedented visibility and actionable insights into your omnichannel operations.

  • Business users
  • Operations users
  • Technical teams

Business users

gain insights into how the business is performing so they can adjust inventory levels, plan promotions, and undertake other activities to increase revenue while reducing costs.

Operations users

can analyze how fulfillment processes are functioning so they can divert inventory, alter transportation methods, or make other changes to improve customer satisfaction.

Technical teams

are aware of how systems are functioning so they can ensure that everything is up-and-running appropriately and they have the required technology in place.

Equipped with these insights, your users will have the information they need to:

Satisfy quality

Anticipate needs

Avoid disruptions

Optimize processes

ROI

Improve profitability

Delight customers with innovative web and mobile experiences.

Our team of application developers and architects can develop custom, user-friendly applications, interfaces, and mobile experiences that increase customer engagement, differentiate your brand, and enable you to expand into new markets.  

  • Determine the specific capabilities needed for improved customer experiences
  • Develop new customer-facing capabilities
  • Develop new web and mobile experiences
  • Optimize UXs and UIs

We’ll gain an in-depth understanding of your requirements, assess your applications, and conduct a gap analysis to determine the capabilities needed to meet your goals.

Through our comprehensive application development services, we’ll develop innovative new capabilities, enable more functions, and build interfaces that differentiate your brand and delight your customers.

We’ll develop web portals and mobile applications that are fast and responsive, helping you meet customer expectations.

Our UI and UX developers and designers will help you create the modern, compelling experience you envision and that your customers want.

Explore our Application Development Services

Leverage the cloud to enable omnichannel excellence.

Our team will ensure a smooth migration of your existing applications to the cloud or implement new omnichannel solutions in the cloud. We’ll assess your needs and goals and determine which deployment and migration options are best for you.

Through partnerships with cloud leaders, including Microsoft Azure, AWS, Google, IBM, and more, we’ll provide the best solution and options for your needs. Our team can also migrate your order management solution to the cloud or implement IBM Sterling Order Management in your preferred cloud. 

Furthermore, we help you reimagine, redesign, and transform your solutions for the cloud. You’ll achieve the functionality you envision while increasing elasticity, scale, and resiliency.   

Our omnichannel solution consultants and application development team will help you:

  • Modernize your applications for the cloud
  • Implement and manage IBM Sterling OMS in the cloud
  • Maintain and support your cloud applications
  • Manage your omnichannel solution in the cloud

Modernize your applications for the cloud

We offer end-to-end application development services to modernize your current solution for the cloud – or design, build, deploy, manage, and support your new solution in the cloud.

Implement and manage IBM Sterling OMS in the cloud

Our team provides the strategic and technical expertise you need to unleash the power of order management in the cloud. We’ll help you plan and execute the deployment on your preferred cloud (Azure, AWS, Google, or others) while leveraging proven frameworks, accelerators, and best practices throughout the process.

Maintain and support your cloud applications

We can become an extension of your team, providing you with the skills that you need to support and optimize your cloud OMS applications.

Manage your omnichannel solution in the cloud

For companies that want assistance with all aspects of their OMS cloud solution – we can do it all. Through our Cloud Managed Services, we can host your solution in our world-class cloud environment and deliver end-to-end managed services to ensure your order management system operates at peak performance. 

Explore Cloud Order Management solutions

Spark some new ideas.

We help you transform multi-channel complexity into seamless omnichannel processes.

For over 20 years, Lightwell has built a reputation for excellence in the strategic planning, deployment, and optimization of technologies. We’ve helped companies implement intelligent omnichannel strategies and solutions that overcome complexities, differentiate from competitors, and improve profitability.

Explore how our omnichannel solutions and services can help your company. Contact us today to discuss your needs and challenges and explore what we can accomplish together.

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