Retail Industry

Become an Omnichannel Retailer

Natuzero Limited, Andy Wai

Nowadays, with the emergence of online stores, the consumption patterns of many people have changed accordingly, from the previous store consumption to online shopping. Many companies have both physical stores and online stores.

The physical store allows companies to show customers the image of the store, products, costumes, etc., while strengthening mutual interaction and communication, thereby enhancing customers' desire to shop. The online shop is more convenient and provides guests with a platform that is not restricted by time and location. At the same time, merchants can promote and publicize through online stores, and use online customer service software to answer customer questions in real time and enhance their online shopping experience.


In order to cater to changes in consumption patterns, companies need to configure a complete system to face the general trend of digital transformation and improve the company's operational efficiency. At the same time, grasp the market data to accurately predict the amount of product locks and the preferences and needs of people, and calculate the corresponding supply chain management mode and inventory, so as to maximize the cost and profit at the same time.

And Omni-channel is the system most needed by enterprises today. Simplify all the cumbersome processes from receiving goods to selling services, and use customer relationship management systems (CRM), enterprise resource planning systems (ERP) and other systems to collect data and opinions, truly understand what customers need, and enable physical stores and online Maximize store efficiency.

The Retail Operation Process


1. Goods selection

The customer relationship management system (CRM) makes use of past data analysis and grasps the needs of consumers to make the most effective and targeted marketing strategy, and to select goods according to the needs and preferences of the needs. , And estimate the needs of "repeat customers".

2. Replenishment

The automatic replenishment system estimates product demand based on the data, automatically tracks each point of sale, uses the inventory replenishment program to calculate the replenishment volume and arrange the delivery time, which replaces the traditional complicated inventory replenishment method and shortens the time from order to delivery.

3. Buying procedures

The enterprise resource planning system (ERP) simplifies the complicated procedures for users during the usual buying, such as: quotation, issuance of purchase orders (Purchase order), and contact with manufacturers or wholesalers. An enterprise resource planning system (ERP system) can simplify complicated work, adjust the corresponding model, and automate the buying process. At the same time, it can help process and manage goods, reduce human errors, and reduce the burden on employees.

4. Make deals with suppliers

The accounting management system can solve the problem of wrong accounts, and systematically handle all expenditures and incomes to avoid frequent errors. Accounting is an indispensable procedure after the transaction. Different bills have different contract terms, negative payment periods, etc. The manual accounting model is prone to errors. Once an error or omission occurs, it will cause a lot of inconvenience and even loss to the entire enterprise.


1. Logistics Arrangement

The enterprise resource planning system (ERP) helps to follow up the progress of the supplier's purchase. At the same time, the system uses data to count the sales of different branches, and starts to allocate inventory to reduce the number of goods transferred between stores. Furthermore, the system will notify each store of the arrival time and arrangements through instant messages, so that employees can take corresponding actions.

Physical Store

1. Daily operations

Point-of-sale information system (POS) is an indispensable system for daily operations. Simplified transaction procedures, making business operations more efficient. The POS is connected to the front and back office operations. As long as the user enters the product number, the user can instantly query the inventory of the product, and ship or receive the product. At the same time, the receipt file will be automatically printed in real time.

2. Maintain customer relationships

Customer Relationship Management System (CRM): The membership system combines points, gifts, and discount management functions to plan and improve future marketing activities and promotions of the company. The system will classify members based on member information to facilitate future promotion based on member consumption patterns and maintain good customer relationships.

3. Follow up inventory immediately

The inventory system includes functions such as inventory management, real-time inventory query, and sluggish inventory analysis. The system accurately manages inventory, provides prompts of inventory shortages and surpluses, records customers' buying habits and trends, and grasps and analyzes customers' buying preferences. It helps to monitor the inventory status and understand the needs of customers, improving business efficiency and competitiveness.

4. Ensure the quality of employees

The human resource system effectively helps companies improve the quality of their employees. Nowadays, companies are demanding more and more of their employees, because the performance of employees is sufficient to affect customers' consumption desire. And a sound human resource system effectively improves the quality of employees. In addition to replacing the traditional "punch-in" model, the system can also optimize talent management and regularly arrange staff training.

Online Shop

1. Online Store

The system provides guests with a platform that is not restricted by time and location.

2. Customer Management

Customer relationship management system (CRM), set up member and non-member benefits, such as points, and discount management. And automatically issued promotional emails to maintain close contact with customers.

3. Data organization

The system is synchronized and integrated with multiple platforms, such as physical stores, Instagram, and Facebook, so that users can grasp business conditions anytime and anywhere, so that operations can have more direction and strategy. Users can check the store's turnover, page views, orders, return records, etc. Furthermore, operating reports will be automatically integrated by the system, saving time and improving data accuracy.

After-Sales Service

1. Opinion collection

The customer relationship management system (CRM) collects customers' opinions and promises after-sales service, and regularly releases the latest company information to customers to maintain close contact with customers.

To Sum Up

In line with the changes of the times, enterprises should plan and coordinate with multiple systems, such as customer relationship management systems, point-of-sale intelligence systems, enterprise resource planning systems, and perfect inventory systems to achieve omni-channels and maximize the benefits of enterprises.