For consumers, boundaries are blurring between the in-store and online experience. While shoppers typically switch between devices and even locations as they research and transact, they also expect to be able to interact seamlessly between both online and offline entities. We know for example, that consumers like to check availability and purchase online but might want to collect their purchase in-store. And as many as 82% of people prefer to return goods to a store or via a free returns label—which, in many cases, has been generated online or via a call to customer services.
But this mixing and matching of the online and offline experience creates a new set of challenges for the retailer—and it impacts every element of the combined supply chain and customer journey. From procurement to warehousing, to inventory and logistics, retailers must join up and optimize processes and employ the right tools, if they are to deliver the right products in the right way—in line with changing consumer expectations, consistently across all channels— while staying profitable and competitive.
The retail world is not the only one to experience this shift. Manufacturers are facing similar B2B or B2BC challenges across contract manufacturing, supply and procurement exchanges or order management with field sales. Within today’s blurred commerce boundaries, enterprises must link upstream to real-time, multi-channel, segmented demand while plugging in consumer insights and forecasted returns and downstream to Fulfillment, Warehouse and Transportation systems—allowing them to capture, analyze, orchestrate, manage and fulfill customer orders efficiently and profitably. It’s in response to this widespread need that Capgemini has joined forces with technology partners IBM and JDA to create a compelling proposition: Intelligent Commerce and Fulfillment.
This will be the topic of a special session I’ll be presenting with my colleagues Mark Fodor and Prashanth Mahadevaiah at IBM’s forthcoming Amplify 2015 (San Diego, 11-13 May), a show dedicated to customer engagement for the digital era. At Amplify 2015 we’ll be sharing examples of use cases and explaining how Intelligent Commerce and Fulfillment can help enterprises tackle the omni-channel fulfillment challenge by:
- Supporting all order channels, and centralizing and storing order information to help planning and execution
- Integrating and centralizing all inventory information
- Optimizing sourcing and fulfillment
- Providing a configurable, extensive and scalable platform for integration and growth
We believe that in building an intelligent approach that unites the entire supply chain, powered by leading technologies from IBM and JDA, we are able to offer enterprises the opportunity to gain significant ground—particularly as the need for a joined up approach that supports customers’ omni-channel expectations becomes increasingly acute. It’s clear that the time for action is now.
If you’re planning to visit Amplify 2015, find out more by visiting us at Booth 804, or by attending our presentation on Tuesday 12 May at 16:45 (San Diego Convention Center, Room 23C). If you won’t be in San Diego, contact me at firstname.lastname@example.org to arrange a one to one discussion about how our approach to Intelligent Commerce and Fulfillment can help your business to operate its supply chain at the speed of the connected consumer.