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Omnichannel Click & Collect Platform Enhancement

netguru.com

Retail

Inconsistent Online-Offline Experience & Last-Mile Delivery Challenges

Global Retail Group is experiencing customer dissatisfaction due to inconsistencies between its online and offline shopping experiences. Additionally, the company faces challenges and high costs associated with last-mile delivery, especially exacerbated by recent shifts in consumer behavior and increased demand for convenient shopping options. The current Click & Collect process lacks advanced features needed to fully leverage the benefits of omnichannel retail and improve customer satisfaction and operational efficiency.

About the Client

A large multinational retail corporation with a significant physical store presence and growing online sales, facing challenges in providing a seamless omnichannel customer experience.

Enhance Click & Collect Capabilities & Improve Omnichannel Experience

Improve customer satisfaction by providing a seamless and convenient Click & Collect experience.
Reduce last-mile delivery costs and improve operational efficiency.
Increase online sales through enhanced omnichannel integration.
Expand customer reach by offering flexible pickup locations and times.
Improve order accuracy and reduce product returns.

System Functionality

Advanced product search and filtering (including nutritional information and recipe-based shopping).
Machine Learning-powered product recommendations.
Clear and transparent scheduling with time slot availability indicators.
AR-assisted pickup location identification.
Secure online payment options.
Order tracking and progress updates.
Automated notifications for order status and pickup reminders.
Order substitution management with customer approval options.
Integration with existing inventory management and order processing systems.

Technology Stack

Cloud-based platform (e.g., AWS, Azure, GCP)

Mobile app development (iOS and Android)

API integrations for payment gateways and inventory management systems

Machine learning libraries (e.g., TensorFlow, PyTorch)

Real-time tracking and notification services

External System Integrations

Existing e-commerce platform (e.g., Shopify, Magento)
Inventory management system (e.g., SAP, Oracle)
Payment gateway (e.g., Stripe, PayPal)
Shipping and logistics providers (e.g., UPS, FedEx)
CRM system

Non-Functional Requirements

Scalability to handle peak demand.
High availability and reliability.
Secure data storage and transmission.
Performance optimization for fast response times.
User-friendly interface and intuitive navigation.
Accessibility compliance (WCAG).

Expected Business Impact

Implementation of the enhanced Click & Collect platform is expected to result in increased customer satisfaction, reduced operational costs associated with last-mile delivery, higher online sales conversion rates, and improved brand loyalty. The project will also provide Global Retail Group with valuable data insights into customer shopping behavior, enabling them to optimize their omnichannel strategy and personalize the customer experience.