Retail & E-commerce

According to research cited by Firework, 90% of consumers expect seamless interactions across all channels — yet only 29% of businesses actually deliver that. Let’s understand what being part of that 29% looks like.

Your customer sees one brand. Behind the scenes, your systems see things differently.

British retail has changed beyond recognition in the past decade. Most businesses are now running across multiple channels simultaneously, and the operational complexity that comes with that is considerable. The businesses pulling ahead are the ones whose systems are sharing data in real time rather than catching up after the fact.

What this looks like when it works

A customer buys online. Stock updates across every channel immediately. The warehouse has the pick instruction before the confirmation email arrives in the customer's inbox. Returns are processed and restocked without anyone manually updating three different systems. A customer rings the contact centre and the agent can see everything.

The Problems We Solve

Stock levels that are wrong across at least one channel

Inventory that does not update in real time leads to overselling, and overselling leads to the kind of customer service problems that end up on review sites. A single connected stock record solves it.

Customer data that does not follow the customer

Someone who shops in-store, online, and through a marketplace is often treated as three different people. That is a missed opportunity for every team that interacts with them.

Order processing that involves too much manual work

An order that has to be entered separately into the warehouse system, the CRM, and the accounts platform is an order waiting to cause a problem.

Finance figures that do not match the trading picture

If your accounts team is working from different numbers to your operations team, month-end is painful and interim reporting is unreliable.