Delivering a Seamless Cross-Channel Customer Experience via the Cloud

December 10, 2013

We may be a bit biased, but it’s really hard

to argue with the benefits that come from the integration of retail software(opens in new tab)

(opens in new tab)

systems(opens in new tab),

processes, and departments across channels. The benefits are crystal clear for

both the business and its customers. These benefits include:

  • Cross-sell and

    up-sell opportunities at physical

    stores increase dramatically when sales associates have access to real-time,

    accurate, enterprise-wide inventory data.

  • Operating costs are reduced through the convergence of multiple

    sales channels and inventories on a single/integrated platform.

  • Customer

    satisfaction skyrockets when shoppers experience

    a consistent shopping experience across all channels

  • Sales that might otherwise be lost to location-specific

    out-of-stocks can be saved by offering customers alternative fulfillment methods, either

    online or through a store associate accessing real-time inventory data on a

    mobile device.

  • Decision-making is improved through better, faster access to the

    demand data that drives forecasting, merchandising and replenishment.

  • Efficiency and

    confidence increase when decision-makers

    in all channels and departments are working from a single version of accurate

    data on a common platform.

While these advantages are inherently

understood, they haven’t been easily achieved. With the maturation of software as a service (SaaS)

and cloud computing(opens in new tab),

however, many of the barriers to the enterprise-wide data

visibility that’s prerequisite to omnichannel retailing have been removed. In the cloud, the cost and

complexity of on-premise, physical servers and software environments are virtually eliminated.

On a single platform, the lack of agility

and data portability due to data stored in department- and channel-specific silos is gone. And,

perhaps most importantly, cloud computing allows retailers to scale their single-platform cross-channel retail

software systems at their own pace, strategically and within budgetary limitations.

The cloud has become recognized as a key enabler of retail’s move toward

single-platform commerce, allowing the transition to be made in a fiscally

responsible and efficient way.

Systems disparity is the single largest

barrier to creating a seamless customer experience. Shoppers simply cannot experience

the kind of fulfillment and returns flexibility discussed here without customer-facing

and inventory management systems working together seamlessly. The cloud enables

a single platform ordering solution for multiple channels, optimization of stock

visibility in each channel and management of the customer’s order through any

channel by removing the server-based data silos common in a distributed


When data and systems are disparate and

distributed from one channel or store to the next, associates are denied the opportunity to

sell what they can’t see and customers are denied the opportunity to buy what appears

unavailable. A cloud-based inventory, CRM and order management

platform is the quickest and most

efficient path to the omnichannel ideal. It’s a data and systems integration enabler that facilitates the

exchange among channels and creates competitive differentiation

throughout the retail experience.


a seamless omnichannel experience is not out of reach. Let us show you how we

are making it a reality for hundreds of B2C and B2B

merchants, manufacturers and distributors who are using NetSuite SuiteCommerce

to seamlessly connect every step of a multi-channel, multi-location

business—from Ecommerce, POS and order management to merchandising, marketing,

inventory, financials and customer support. 

Learn more here(opens in new tab).

Heading to the Annual Summit(opens in new tab) in Chicago?


visit NetSuite at booth #1307 in the exhibit hall where

we will be offering information and product demos of NetSuite SuiteCommerce

capabilities. To learn more and sign up to meet with us to

discuss how our commerce(opens in new tab)

(opens in new tab)

solutions(opens in new tab) can help transform your business, click here.(opens in new tab)


Jenkins, GM of Retail at NetSuite

NetSuite has packaged the experience gained from tens of thousands of worldwide deployments over two decades into a set of leading practices that pave a clear path to success and are proven to deliver rapid business value. With NetSuite, you go live in a predictable timeframe — smart, stepped implementations begin with sales and span the entire customer lifecycle, so there's continuity from sales to services to support.