Omnichannel: Make Customers happy


rpc helps its customers to leverage the potential of omnichannel sales by applying its extensive knowledge of what customers require combined with expertise in the various sales channels.

We develop strategic attitudes and behaviors in marketing, CRM, sales and service, and advise our customers on how to implement them in the respective channels. We analyze how future processes should flow, what will be required of the IT system, and whether organizational structures or management need to be altered from a business perspective.

An important aspect in the implementation of omnichannel strategies revolves around training and educating sales employees. rpc formulates customized training materials and programs to equip your sales staff. Our portfolio ranges from traditional knowledge transfer to behavior and communication training.

Our range of services goes beyond training and education in that we implement and track our clients’ strategic change projects to embed the necessary changes in the company.

In detail:

Customers nowadays are well-informed, flexible and prefer purchasing processes that are as uncomplicated as possible. At the same time, they require companies to satisfy their purchasing requirements and service needs anytime, anywhere. Because these things can change between the various channels depending on the situation and requirements, all forms of customer interaction become a key part of sales. Companies require sustainable omnichannel strategies to offer their customers the very best customer experience.

Over the past twenty years, almost every company has significantly increased its number of sales channels, a process that has been driven not only by digital developments relating to the Internet of Things, but also by mobile applications and new service offerings. To ensure total harmonization among all of these different channels, companies need a firmly anchored omnichannel management system. However, this is exactly what the vast majority of companies are lacking. Companies often set up new sales channels as silos, neglecting to adapt and interconnect internal processes and structures.

In the past, although companies were using different channels for communicating with their customers, purchases were generally made through one channel only. This is where the key customer information was pooled. The shopping experience has changed. Physical stores, online stores, direct sales, dealers and social media channels act as both sales and information channels, which is why it is all the more important for companies to implement a centralized IT system that gives them a 360-degree view of their customers. This involves bringing together and harmonizing all channels. This is the only way to offer customers the added value they expect from personalized communication and from customized services at all times.

The implementation of globally interconnected IT systems – along with the evaluation of all the incoming data – and the adaptation of this data in line with local markets are major challenges that demand extensive knowhow and experience. For companies, omnichannel sales means much more than simply the implementation of new sales channels. The often much more complex task lies in adapting and harmonizing IT, communication and CRM systems.