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Omnichannel & Customer Experience: How Flexible Supply Chain Technologies Make the Shopping Experience Seamless

Flexible supply chain technologies are essential to the modern world. They allow customers to make purchases across multiple channels, and they enable broad scalability for supply chain entities. However, the omnichannel strategy and customer experience are two of the most important aspects of flexible supply chain technologies, and you need to understand how they contribute to a seamless shopping experience.

1. New Supply Chain Technologies Enable Adaptable Manufacturing.

Adaptable manufacturing means being able to change manufacturing specifications and orders to reflect real-time information and consumer demand, reports Salim Shaikh of Multi-Channel Merchant. In other words, on-demand manufacturing is the hallmark of adaptable manufacturing. New technologies, like 3D printing and virtual reality for order customization, make this possible by moving manufacturing closer to consumers and only producing goods when ordered. Of course, there is the potential for issues to arise during order peaks, so having plenty of resources for adaptable manufacturing is essential to success.

2. New Technologies Promote Better, Customized Customer Service Experiences.

Since omnichannel shopping experiences are defined by seamless integration across all possible shopping channels, integration, collaboration and automation are critical components of the equation. Warehouse managers need to know what products are available, what consumers are interested in, how they prefer to receive or pick up products and how to position their information and prices before customers. Consequently, as explained by Jillian Knox of nChannel, integration is the only way to ensure an order does not result in an angry or dissatisfied customer.

3. Modern technologies to Manage Procurement Improves Customer Service.

The cornerstone of successful interactions between a company and its customers relies on product availability. Therefore, the flow of products into a warehouse, otherwise known as procurement processes, needs effective management. One of the technologies deployed to foster this cause is intelligent sourcing. In other words, intelligent systems identify possible issues, like out-of-stock flags for vendors, and locate another possible vendor, reports Pete Zaballos of Supply Chain Dive. Thus, the order can be fulfilled without disrupting the customer service and shopping experience.

4. Big Data Becomes More Prominent in Supply Chain Technology.

Big Data topics often refer to supply chains, but it is the paragon of efficiency and insight when it comes to achieving a truly omnichannel shopping experience. Big Data and analytics allow companies to generate metrics that compare customer interactions on the internet with trends in the market and derive new insights into what types of products are more likely to sale. Moreover, Big Data allows for record-breaking efficiency in warehouses, reducing overstocking or understocking problems and promoting a positive customer service experience.

What’s Next for Flexible Supply Chain Technologies?

Companies considering taking an omnichannel shopping experience to the next level need look no further than Walmart. While the retail giant has successfully launched both in-store and online shopping models, it truly become omnichannel with the rollout of curbside pickup, asserts George Anderson of Retail Wire. In fact, the launch of the new pick-up options, including grocery pickup, contributed to a 63-increase in online sales. The key to making this jump lies in improving existing technology and operations through the giant’s supply chain. As a result, Walmart was able to expand operations and achieve near record-breaking profitability. Only time will tell how much more the company can do to create a seamless omnichannel shopping experience with impeccable customer service. With this information in mind, why hasn’t your company made the switch to omnichannel sales?