OneView + SAP
Turning In-Store Data into Cross-Sell, Upsell, and Loyalty Wins
Knowledge about all things “customer” is the engine to maximize retail sales. Replacing siloed, fragmented data with a unified store platform that consolidates point of sale, store order fulfillment, and returns information is critical and positions retailers to increase engagement and leverage all cross-sell and up-sell opportunities. This is the strategic advantage that OneView’s point of sale, store fulfillment, and omnichannel returns brings with its integration to SAP CDP and SAP Emarsys. OneView’s ability to capture vast amounts of data during the in-store experience enables significant enrichment of enterprise data models for business insights and AI that then translates into lucrative engagement, cross-sell and upsell opportunities.
Tracking only initial purchase data is shortsighted in a world where 88% of consumers expect free returns, and 41% say they consider return policies before making a purchase. Retailers who recognize that the return experience is a sales opportunity rather than a logistics function can turn the process into a competitive advantage, leveraging connected data that instantly transcends channels to unify every experience.
Engagement with the Power to Personalize
Customers who place an order online and then visit the store to pick up their purchase represent a significant brand engagement and loyalty opportunity. Data about the order and the customer being readily available to associates is a catalyst for meaningful dialogue that leads to additional sales. A global retailer utilized OneView to drive more than 1,000,000 orders to their stores. With ready access to the order data, associates upsold an additional 3,000,000 items during the pickup of those orders.
One Seamless, Easy-to-Handle Transaction
The OneView platform, coupled with SAP’s CDP and Emarsys, orchestrates this journey as a single continuous purchase experience. As the scenario unfolds, a customer comes to the store to pick up their order and instantly receives a promotion through their loyalty program. They also have a return from a purchase they made online. OneView’s omnichannel capabilities make it easy to handle in-store pickup, new promotional purchases, and returns all in one unified transaction, eliminating the need for multiple technologies or transactions. The customer engages with one team member to handle everything they want to do and complete the multi-faceted transaction with a single basket and receipt.