Omnichannel Excellence

Client Overview

An e-commerce company selling premium home goods across multiple digital channels and brick-and-mortar locations. With 110 employees and annual revenue of $28M, they struggled with fragmented customer experiences across channels.

The Challenge

As the company expanded from a single online store to multiple sales channels—including marketplaces, social commerce, and physical locations—their systems and processes failed to keep pace. Each channel operated as a separate silo, creating inventory discrepancies, inconsistent customer experiences, and operational inefficiencies.

Key issues included:

Disconnected inventory management across channels
Inconsistent pricing and promotions
Customer data fragmented across systems
Limited visibility into cross-channel customer journeys
Fulfillment processes optimized for single-channel operations
Marketing attribution challenges across touchpoints

Our Approach

We implemented our Tech Stack Optimization program with cross-channel integration focus:

Channel Assessment:
- Conducted comprehensive inventory of all sales channels and systems
- Mapped data flows and integration points
- Identified critical customer journey breakpoints
- Evaluated operational efficiency across channels
Integration Strategy:
- Developed unified commerce architecture blueprint
- Created master data management framework
- Designed progressive integration roadmap
- Established cross-channel metrics and KPIs
Implementation:
- Deployed unified inventory management system
- Implemented customer data platform for single customer view
- Created cross-channel order management workflow
- Developed integrated promotional engine
Operational Alignment:
- Restructured teams around customer journeys rather than channels
- Implemented cross-channel performance metrics
- Created unified reporting and analytics dashboard
- Developed channel-agnostic fulfillment optimization

The Results

Within 10 months of implementation, the company achieved:

Cross-channel data visibility improved by 76%
Inventory accuracy increased from 84% to 98%
Order fulfillment cost reduced by 28%
Cross-channel customer identification improved from 42% to 94%
Marketing efficiency increased by 31% through improved attribution
Revenue growth of 82% year-over-year

The omnichannel transformation enabled the company to deliver a truly integrated customer experience, differentiating them from competitors and creating operational efficiencies that significantly improved profitability.

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