Any retail company that wants to compete in today’s market must aim to provide customers with a seamless shopping experience for customers. Implementing an omnichannel strategy means enabling cross-channel interaction – whether digitally, in a call center, or in-store. KPS integrated all the channels for a group of electronics stores.
A group of companies comprising some 5,000 specialist dealers in Europe wants to offer its customers a made-to-measure, end-to-end shopping experience. To achieve this, all its digital and physical channels are to be interlinked. The complexity of the group’s structure, with various retailers, its own stores, several brands, a range of assortment shares, and up to 25 different ERP systems per country, presented a particular challenge when it came to expanding the process model.
The group commissioned KPS to implement a new omnichannel solution on SAP Commerce Cloud platform. The project focused on introducing an e-commerce and omnichannel infrastructure. In the project, the KPS consultants deployed a version of the tried-and-trusted Rapid-Transformation® Method specifically for e-commerce. To control orders and goods flows in the dealer network, including franchisees, a powerful dealer portal with customized user interfaces was implemented based on the SAP Commerce Cloud B2B accelerator.
The implementation was accelerated thanks to the clear structure in the procedure model, from alignment and prototype through to an agile approach during its further development. The shipping logistics were for the first time implemented exclusively from the stores and by the dealers (ship-from-store) to avoid delaying the omnichannel strategy by laboriously converting the central storage facilities.