FitForCommerce Helps Large B2C / B2B Food and Gift Retailer to Develop an Omnichannel Strategy and Implementation Roadmap
A large food and gift catalog retailer but was losing market share due to poor omnichannel execution. Since the core company capabilities and internal systems were optimized for catalog marketing and commerce, they needed to be re-envisioned for omnichannel success. The company was converting from traditional catalog to digital marketing, with a focus in email retention marketing, and social media. They also wanted to integrate stores’ customer information to create a 360-degree view of the customer.
FitForCommerce consultants collaborated with the senior management team to create goals for the customer experience and profitability. We assessed the omnichannel strategy and readiness in all the key pillars: marketing, merchandising, content management, organization, technology. Once our experts completed a deep dive into the existing technology – data architecture, PIM, OMS, ECP, we determined the benefits and internal resources needed to support recommended initiatives.
We developed a comprehensive three-year roadmap to transform the omnichannel engagement, touching all key customer pillars, including recommendations on staffing, processes, and new technology to support each desired initiative. This positioned the retailer for the largest and most profitable holiday season in 5 years.