Omni-channel retailing has become essential for retailers to meet evolving customer expectations of a consistent shopping experience across channels. Retailers must adopt an omni-channel strategy to provide seamless order fulfillment, inventory visibility, and a single view of each customer. However, legacy systems and operational silos make it difficult for many retailers to fully realize an omni-channel approach. Sonata Software helps retailers overcome these challenges and power digital transformations through solutions like cross-channel order fulfillment, unified customer profiles, and analytics.

1. DEPTH MAKES A DIFFERENCE
OMNI CHANNEL : The New Normal

2. Growing Importance of Omni-channel Retailing
Multiple
customer
touch points
More Evolved
shopper
Customer expectation
for consistent buying
experience
Advancing
technology
Increased
Competition
Single Channel Multi-Channel Cross-Channel Omni-Channel

3. Single View of Customer
across Channels
Inventory Visibility across
channels
Seamless Order Fulfillment
Omni-channel Redefined
Consistent
-------------------------------BUSINESS -----------------------------

4. • Today’s Consumer decides the channel he wants to use at any given point in time
• Retailers must enable their businesses to serve this consumer.
Adopting Omni Channel Strategy
Customer Experience
• Innovation in
Digital Channels
• Mobile First
• E-Commerce
• Market place
integrations
• Social Media
Commerce
Inventory Visibility
• Global inventory
visibility
• Reducing the
possibility of out-of-
stock situations
• Optimize inventory,
cycle times & storage
costs
• Shorter lead times
Order Fulfillment
• Order visibility across
retail value chain
• On-time order
delivery &
commitment
• Efficient order
fulfillment systems
• Easy and visible order
returns and
exchanges

5. Silos and legacy systems make it significantly complex to realize
the Omni-channel imperatives.
of retailers have only
operationalized basics such as
store pickup, cross-channel stock
visibility and store-based
fulfillment
of shoppers demand visibility of
in-store inventory to enable
them to check products online
before visiting the store
Customer
Silos
Operational
Silos
Legacy
System
Silos
Challenge
1/3rd
42%

6. Helping a world leading retailer deliver
superior customer experience
• An efficient cross-channel order fulfilment
system for drive-through deliveries from store
and warehouse
• Created a single customer repository with real
time integration to deliver a 360 degree view
of the customer
Extending leading Indian beauty retailers
business to digital channels
• Extend leading Indian store-led retailer to web
and mobile commerce channels
• Built a complete analytics solution
encompassing Customer, Operational, Sales and
Web Analytics to provide deeper insights into
business, operations and customers
Customer 360 degree | Mobile Engagement | Cross-channel Order Fulfilment
Success Stories

7. Retailers need to define their omni-channel strategies based on
In Conclusion
An omni-channel presence is no more a good-to-have strategy, but rather an imperative to
sustain growth and thrive in the tough retail landscape.
Product & Segment Existing Market Position Scale

8. Sonata Software has a track record of powering brick and click led business transformation initiatives for
some of the most well-known Retail enterprises across the globe. We specialize in applying technologies
such as Omni-Channel Commerce. Mobility and Analytics to enhance customer engagement for Retailers.
www.sonata-software.com
Thank you…
By:
Ananth Padmanabhan
Head – Asia Business
Sonata Software
ananth.padmanabhan@sonata-software.com