Retail & Commerce
Unify in-store and online commerce with omnichannel platforms that connect inventory, sales and loyalty.
The reality of independent retailers
Retail networks are developing their digital presence but struggle to create a coherent customer experience across their different sales channels.
We encounter retailers where the website shows a product as available whilst it has been out of stock in-store for a week. Shop floor teams sometimes discover a web order through a simple email, with no visibility of customer history or previous purchases.
This disconnection translates into concrete situations: a loyal customer who regularly purchases in-store is not recognised when ordering online. Loyalty data remains scattered between paper cards, the manager's spreadsheet and the web database. Product returns become a nightmare when the order comes from a different channel.
The result is a multiplication of administrative tasks for teams and a degraded customer experience that pushes towards large groups with integrated tools.
The salesperson on the floor cannot see the order placed online that morning, and the site advertises a product the store sold out of last week. The same customer appears twice, under two identities.
The customer presents her loyalty card at the till while her online purchase history lives in another system. Two relationships with the same person, and neither is complete.
Our vision of omnichannel for SMEs
Pragmatism above all
We favour solutions that integrate with your existing tools rather than technological revolutions. The objective: progressively unify your customer and product data without disrupting your working habits or requiring complex training for your field teams.
Customer coherence first
Every interaction must enrich overall customer knowledge. Whether the purchase is made in-store, on the website or by telephone, the information feeds into a single repository accessible to all your customer-facing colleagues.
« Successful omnichannel is when your salesperson can say to a customer: I can see you've ordered our new collection online, would you like me to show you the matching pieces? »
Solutions for real problems
Real-time stock synchronisation
We frequently work with retailers where stock-outs discovered in-store don't automatically feed back to the website. Customers order products that are unavailable, generating frustration and extra administrative work. We put gateways in place between your point-of-sale system and your e-commerce platform. Stock movements synchronise automatically, alert thresholds trigger across every channel, and your teams see overall availability in real time.
- Automatic till-to-web synchronisation
- Multi-channel stock-out alerts
- Cross-channel product reservation
A unified, accessible customer base
In most structures we support, customer information is scattered between the in-store CRM, web data and paper loyalty schemes. A regular in-store customer starts from scratch when they order online. We create a single customer repository that centralises purchase history, preferences and interactions across every channel. Your sales staff reach the complete profile instantly, from the till or from a tablet.
- Unified multi-channel customer record
- Centralised purchase history
- Real-time access in store
Click & collect and in-store ordering
What we see regularly: customers who want to order in store a product that isn't immediately available, or to collect their online purchase in store to avoid delivery charges. Without system integration these processes stay manual and time-consuming. We develop interfaces for taking orders in store against the full catalogue, managing click & collect automatically and tracking order preparation in real time.
- In-store ordering on the full catalogue
- Automated click & collect
- Real-time preparation tracking
Omnichannel loyalty programme
The picture is often the same: paper loyalty cards limit customer tracking and only work in the store that issued them. Online purchases earn no points, creating an inconsistent experience. We digitalise your loyalty programme with points awarded automatically across every channel, personalised offer management and targeted communication based on purchase history. Store teams see loyalty status in real time.
- Multi-channel loyalty points
- Automated personalised offers
- Unified targeted communication
Immediate omnichannel view
We merge online order records with in-store point-of-sale systems to give a unified view of the product life cycle.
Our approach focuses on integration between your till systems, your e-commerce site and your customer management tools. We develop bridges that automatically synchronise stock, unify customer data and enable field teams to access relevant information in real-time.
The solutions we implement are based on proven technologies and maintain ease of use. We train your teams in new processes and provide operational support until complete tool adoption.
A regional leather goods chain modernises its customer journey
This family-run retailer operating across multiple regional towns was encountering growing difficulties with stock management and customer data. Popular products were going out of stock in certain shops whilst remaining available elsewhere, and loyal customers were not recognised when they visited other stores in the network. We developed a unified platform connecting their point-of-sale systems to their e-commerce website and created a shared customer database. Result: cross-store sales have increased, staff now spend two fewer days per month on administrative management, and the customer satisfaction rate measured quarterly has improved notably. The business owner can now manage operations with real-time consolidated visibility.
Accelerate your digital trajectory in the Retail & Commerce sector
Our sector experts work with you to define the roadmap tailored to your challenges.
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