Omnichannel

Optimizing customer experience and getting to know your customer are two aspects indispensable in retail.

The term “omnichannel” means using multiple channels in parallel, either online or offline. Communicating with one another, enjoying personalised shopping experiences, using streaming services and much more – almost nothing takes place via a single channel these days. With the aim of providing a consistent customer experience, therefore, omnichannel marketing creates cross-device experiences for customers.

Consumers often want both the benefits of their traditional offline habits and the flexibility of online offerings. As a result, customer expectations are changing – and so, too, are companies’ business processes.

Today’s customers expect the path to their desired product to be as short and straightforward as possible. Although pure online players still have some competitive advantages in this area, offline players have, over the past few years, increasingly discovered how to leverage their branch networks to score points over their exclusively online competitors.

Almost all companies, therefore, are now using multi-channel or even omnichannel strategies to communicate with customers. Potential customers can access an almost unlimited number of touchpoints/contact points in order to begin the purchase process.

Providing customers with this shopping experience presents a major challenge for many companies. In many cases, for example, completely new business processes must be introduced, or hitherto separate business models and data sources must be merged. This puts a strain not only on the organization, but also on its IT systems and architecture, which are often not designed to handle such events.

Our experts at inovex help you to fully leverage the potential of digital channels and to optimally integrate analogue channels such as branch networks. Our end-to-end (closed loop) approach covers every step in the process.

Our 360-Degree Approach

Technology solutions are not one-way streets. In addition to ensuring quick, secure interaction with customers, long-term digital success also involves analysing these interactions.

inovex supports you in evaluating your data in order to rapidly identify strategies for improvement or to generate completely new ideas for your channels. This closed loop approach means that your digital customer channels will continuously evolve, always remaining successful and technologically up to date.

Omnichannel Wheel

 

UI/UX

The user interface is a significant part of the entire user experience. If its operation is not intuitive or certain elements do not work, this can have serious consequences, resulting in high bounce rates and low conversion rates. Our inovex design team will help you identify and eliminate weak spots.

Analytics

An omnichannel strategy creates a myriad of data points, and human skills are no longer even remotely sufficient to fully map and interpret the customer journey. We will help you use machine learning algorithms to analyse and evaluate the interaction data you collect.

Features

Personalized offers are major factors in increasing online sales. Unlike brick-and-mortar stores, online stores often lack the help of sales assistants. Our intelligent search functions and recommender systems provide customers with suggestions and enable them to quickly find their desired product online.

Platform

Successfully implementing an omnichannel strategy is also a matter of choosing the correct platform. This serves as a central control unit where all information converges. We will advise and support you in choosing and running your platform and ensure that it is stable and performing well. As security is our top priority, our teams include security experts from the very outset.

Operations

Omnichannel strategies are ongoing projects which are continuously expanded and improved. Our DevOps teams ensure that your solution remains flexible and can be quickly and securely adapted to changing circumstances. This approach guarantees that your solutions will always be functional and future-proof.

Goals and Solutions

As IT project experts, our daily duties involve meeting customers at different points in their planning processes – and setting up an omnichannel solution is no different. We always begin, therefore, by agreeing upon our customers’ goals and analysing their existing solutions and capacities.

 

I have worked with the talented experts at inovex on several projects. Without exception, I have found them to possess brilliant minds, a high level of integrity, and a passion for achieving excellent results, whether on the business or the technical side.
They are creators who bring their experience, skills, and convictions to bear at every level, from initial discussions and the collaborative development of domain-driven concepts to software architecture and user-centric interface design. The result is reliable, sustainably scalable software and effective documentation. We value the trustworthiness, openness, and transparency we experience in our collaboration with inovex, and the company’s healthy corporate culture can be felt in the genuineness and performance of their employees.

Yann Sénécheau

CIO, Marc Cain

Case Studies

Omnichannel

EXARING AG: Developing Android and iOS Apps for the waipu.tv streaming service

Linear TV and innovation are by no means polar opposites. This is demonstrated by EXARING AG which, with the support of inovex GmbH, developed the waipu.tv streaming service. inovex was able to get in on the ground at the Development of waipu.tv and was significantly involved in the design and implementation of the Backend and the Mobile Applications for Android and iOS, as well as in assembling the development teams.

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HORNBACH: Creation of an Analytics Platform

inovex has created a customer reviews analysis platform for HORNBACH.
One of the motivations for the project was HORNBACH’s goal of analysing reviews on social platforms such as Google Maps. These reviews are provided by customers after visiting one of HORNBACH’s hardware and DIY stores. They include such information as which store the customer visited, how they felt about their buying experience, etc. The aim of the analysis platform is to use anonymised data to determine how customers view their shopping experiences at HORNBACH stores. The company also wanted the analysis results to be presented visually and attractively, with the end goal of identifying potential for increasing sales.

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REWE digital: Agile Data Science for Optimization of the Digital Supply Chain

In optimising the group’s supply chain, inovex has worked with REWE’s IT subsidiary, REWE Digital. This arm of the company is responsible for all the REWE Group’s strategic online activities and aims to become the leading provider of online solutions in all REWE’s associated supermarkets and supply warehouses. These include those distribution warehouses that REWE set up specifically for their home delivery service, as well as the group’s in-store delivery and collection points all over Germany.

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REWE digital: Demand Forecasting for REWE’s Delivery Service

inovex and REWE’s collaboration in the area of supply chain optimisation has focused particularly intensively on REWE’s IT subsidiary, REWE digital.
This particular project involved developing demand forecasting for REWE’s delivery service, leveraging big data technologies to enable easy scalability.

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dm-drogerie markt: Development of a Fully Automated Data Centre for the Online Shop

When a major brand like dm strategically enters the online market, it creates high expectations. For this reason, their IT subsidiary FILIADATA, which has been responsible for all dm’s IT systems since 1988, launched a project in 2013 which was aimed at laying the foundations for reliable, fail-safe IT operations for dm.de. These included creating a large, fully automated Linux infrastructure in the data centre on which sophisticated web services like the online shop can be operated.

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mobile.de: Use Cases for Online Portal Recommendations Using Data Products

mobile.de is a marketplace for the buying and selling of vehicles. Every month, the web platform draws 13.5 million visitors who can choose from the more than 1.6 million vehicles on offer. Each visit to the platform creates a stream of data which contains information about the demand for particular vehicles, the quality of the vehicles for sale, and user requirements. mobile.de wants to use this data to continuously improve the user experience for both vehicle sellers and purchasers.

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Get in touch!

Benjamin Rader

Account Manager – Southwest, West