In a world where new technologies have drastically changed client expectations and demands, businesses have had no choice but to adapt. This has meant finding a way to provide a seamless customer experience across multiple channels so clients can make purchases when they want, where they want and how they want. In other words, it has meant adopting an omnichannel strategy. What exactly does an omnichannel strategy entail, and how can you get started?

1. Unifying the Shopping
Experience for Your
Clients
Taking an Omnichannel Approach

2. Unifying the Shopping
Experience for
Your Clients
• Evolving buyer demands
• The omnichannel essential you already have
• Overcoming obstacles
• Choosing your e-commerce partner
AGENDA

3. Business Development Manager
Sana Commerce
Stephanie Crompton
s.crompton@sana-commerce.com
https://nl.linkedin.com/in/stephaniebutetcrompton/en

4. Consumer Shopping Trends
Omnichannel Commerce:
Your Business Across Every Channel

5. Single Channel Commerce
In-store purchase

6. multiChannel Commerce
In-store purchase
online purchase

7. It started with
consumer sites.
Online retail sales in the U.S. were expected
to reach $334 billion in 2015 and are
projected to top
$480 billion by 2019.
Source: Forrester Research (2015)

8. Convenience of shopping
whenever, wherever,
however
Amazon-like experience

9. Mobile commerce sales from
smartphones jumped 95% in 2015 toSmartphone commerce
has exploded
$39.4 billion
by 2017, that number will be $75.51 billion and
will account for 50% of mobile commerce.
Source: emarketer (2016)

10. Consumer Shopping trends
Online/offline flexibility
Personalised experience
Product comparisons, reviews & shopping around for the best price

11. Relationships Matter.
Source: Customers 2020 Report (2015)
By 2020
Customer experience
Will overtake price and product
as the key brand differentiator

12. Omnichannel Commerce
in-store
email communication
online
mobile
Phone communication
ACROSS ALL CHANNELS

13. Click-and-Mortars
Retailers are challenged to connect online
and offline strategies
They seek to enhance in-store experiences
through technology
Though physical stores build stronger trust

14. Consumer Shopping trends
Today’s B2C shopper may also be your B2B buyer

15. B2B E-Commerce
Taking an Omnichannel Approach

16. B2B buyers are
transforming.
Source: Forrester Research (2014), Acquity Group (2014) en Accenture (2014)
of professional B2B buyers search the internet
before buying any products.83%
of professional B2B buyers are
already purchasing products online.68%

17. Personalisation
B2B buyers want a similar B2C experience when making
business purchases.
50% of B2B buyers identified improved personalisation as
a key feature for suppliers they want to work with.
Source: E-Commerce & B2B (2016)

18. Why Omnichannel for B2B?
Improved customer experience
The purchase path is no longer linear
Clients expect tailor-made interactions

19. Overcoming the Rocks
Omnichannel Commerce Strategy

20. Rocks in an Omnichannel Strategy
The new digital divide
A new mindset: shifting from cost-centric to customer-centric
Transparency across channels

21. Rocks in an
Omnichannel Strategy
B2B sellers must take control

22. Other Rocks in an Omnichannel Strategy
Lack of dedicated resources and capabilities
Level of investment required
Supply chain complexity
Siloed organisational structures
No senior leadership support

23. Overcoming the Rocks
Enable your business through technology
Automate order processing
Let clients self-serve, bridging the gap between online and offline
Personalise
Leverage digital strategies across all channels

24. DOCHERTY OMNICHANNEL
JOURNEY
Transparent. Integrated. Seamless.
An omnichannel blend of
customer service has helped us
take its sales to the next level.
Paul Sykes, Group MIS Manager at Docherty

25. Docherty harnessed the power of SAP Business One
Having everything in one place is a
huge benefit. A single-stack approach
works really well for businesses
wanting to capitalise on the SAP
Business One investment.

26. How Docherty Group integrated
their omnichannel strategy
That’s the beauty of SAP Business One
and Sana Commerce integrating
seamlessly.

27. Single stack e-commerce
Single-stack e-commerce truly leverages the
business information stored in your ERP – and,
more importantly, the business logic. This results
not only in a faster implementation, it also ensures
lower operational costs.
Why? Because all your business data and logic is
stored in just one place: your ERP

28. • Buyer demands have changed
• Personalisation
• Best practice: your ERP as the single
source of truth for your organisation
• Docherty Group’s Omnichannel Journey
Summary

29. Ready to Learn more?
These are some great articles for delving
into the topics discussed in this webinar:
OMNICHANNEL STRATEGY
SINGLE-STACK E-COMMERCE

30. Make the Move From Good to Great
Join The E-Commerce Movement
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