Omnichannel - Triple A Digital

Our expertise and passion, your reliable partner

Total guidance in omnichannel transition

From strategy to execution, we guide the total omnichannel program to successful embedding in your organization and optimizing results. We are also there for you afterwards, after all, a digital journey never ends.

Successful in five steps

Vision & strategy

Determining the vision, strategy, objectives and short- and long-term requirements. Then translate to, and prioritize requirements.

Process optimization

Optimizing functional and technical processes, and data flows of sales, logistics and transportation and customer service, among others.

Data & customer journey

Arranging and maintaining master data of products, services and customers, among others. Determining information needs from the outside in.

Choice solutions

Select required e-commerce solutions and partners for implementation. Drafting business case and project documents.

Implementation

Implement the chosen solutions, secure changes in the organization. Start of marketing activities and continuous improvement.

Omnichannel program

We guide you from a-z to improve the existing situation or start new trajectories.

You determine what you want to be helped with; the omnichannel program is flexible and customized for you.

We operate objectively and independently with only 1 goal, to make you, the client, more successful.

Already some steps and information to get you started.

It is important to interpret a clear vision, strategy and ambition. Omnichannel is more than just a web shop to sell products through the online channel. Are there already existing sales channels or are new ones being developed? How will the channels connect and complement each other? Your customer expects a seamless experience and perception across these channels.

The current and future needs of the organization(s) and customers and what differentiates them from the competition is translated through and to the requirements and wishes and prioritized. Together with the requirements and wishes for possible implementation partners and organization, the step for selecting the solutions can begin.

A few questions and concerns in advance
Is an ERP with product information and customer information or CRM, product information management (PIM), marketing automation or AI solution already in use? To provide the right experience for the customer and provide optimal service, these solutions work well together.

To display reliable information in the web shop such as current prices with individual customer discounts, stocks and delivery times requires good integration with other systems such as the ERP system.

To maintain product information efficiently, present it well across all channels and keep time2market as short as possible, a PIM system is needed.

Addressing your customers personally increases customer experience and loyalty. With the right insight, you can monetize leads and opportunities, take advantage of sales opportunities and continuously improve the web shop.

Customers have a need to be self-reliant. Have access to important information, modify data themselves or perform tasks when it suits them. The contact between the sales department customers will improve in quality and depth, so this gives opportunities to have conversations on another level, together smarter digital business.

The needs B2B and B2C are similar in many cases, yet there are substantial differences. What do you expect when you buy private or business?

After everything is clear for the short and long term, we consider whether existing solutions suffice or need to be replaced. It is important to mention that we operate independently when recommending solutions or implementation partners.

The organization is also included. The departments working with or developing the systems are closely involved. The functional and technical needs as well as optimal use, achievement of results and management is the key to success. At “Organization, culture and cooperation (change management)” more on this is explained.

Along with the other components such as process optimization, master data and change management, the e-commerce program is customized for you.

We are happy to help you properly interpret your vision and strategy and translate it into requirements for your organization and technology, and create a roadmap and planning. We become even more enthusiastic if we can guide you afterwards to select and implement the necessary solutions and changes for your organization.

It is important that budget, schedule, scope and quality are well monitored. With the agile way of working, results are achieved faster, changes are smaller and are adopted faster, and changes can be responded to in a timely manner.

Data is an important and often underestimated aspect in e-commerce, omnichannel, digitization and automation. Data is a broad concept and there are 9 areas that are central to data management such as data governance, data architecture management, reference & master data management, metadata management and document & content management.

The implementation of master data management affects the organization and its processes. To tackle this properly and also to secure it permanently in the organization, a cultural and behavioral change is needed, a so-called Behavioural Change. At “Organization, culture and change” more about this is explained.

Your customers are also going to see your data and in some cases even depend on it. A few questions to consider:
Is your product and customer data up to date, complete and of good quality, and are the processes in place to monitor quality?
Is a product information management system (PIM) or customer relationship management (CMR) solution being used?
Is the data already centrally stored, maintained and available in all sales channels and systems?

For product phase-in and phase-out, a product life cycle is an important control element. Each sales channel may have different product data requirements. To shorten time 2market, preparations can be made before the product is launched.

Customer data also becomes visible in the online shop and personal emails. Addressing your customer personally is important. Are customer and contact details correct? What data may customers maintain themselves and does this data remain current in your other systems such as CRM, ERP or central data warehouse?

Are there clear agreements about data quality and its monitoring? Are there clear agreements on who is responsible for data? The processes for keeping data current and complete are clear and secured in the organization?

Especially for online and other digital channels, it is necessary to have product data and customer data in good order. Your customer sees and uses it now.

Customers need information and data throughout the customer journey. Providing the right information in consultation with customers helps with customer self-reliance, increases customer experience and conversion.

This is already a peek into the data kitchen, all important data issues we can take and solve during the onichannel program.

To be successful with e-commerce, omnichannel or a total digital transformation, change in an existing organization is often necessary.
The company vision, mission, strategy, culture, mindset, core values, management style, way of working and collaboration must be in line with the digital ambition.

E-Commerce, omnichannel, digitization or a digital transformation requires a unified vision, strategy and approach from management and the entire organization. The willingness to change when necessary is critical.

There are two major changes that must be aligned, technological change and human change. The pace to successfully complete the change or transformation is usually determined by the human change.

With change often comes resistance from the organization. How do you get employees to go along with changes and how do you make sure they do not fall back into old habits?
For example, what is the role of a salesperson or buyer now and in the future? Contact with customers and suppliers is changing. Administrative work is giving way to analyzing customer behavior, cashing in on leads and opportunities, and added value selling. Prices for regular purchase are fixed in price agreements, how do you move each other to redirect the conversations to better cooperation and process optimization where the big benefits can be achieved.
What is the discipline and what are the agreements within the organization to guarantee the quality of customer data and product data?

A change in behavior may be necessary. The challenging part here is to keep the desired behavioral change permanently secured to avoid falling back into old habits.

Change management or as often called change management helps to properly manage change, successfully implement new practices and keep the organization ahead of the curve.

There are seven commonly used change management models:
1. ADKAR model
2. Lewin’s model
3. Kotter model
4. Kübler-Ross model
5. PDCA cycle model
6. Bridges Transition Model
7. McKinsey’s 7S model

We can set up, guide and secure the change management program for you in your organization. It is important to know that the changes will continue after the first change process in order to keep up with developments and to remain distinguished. A Change Office, roles or functions such as Change Manager, Change Agent or Change Officer may continue to be needed.

In all cases, role models with the desired exemplary behavior help accelerate change and enthuse the organization with a unified message and keep the noses pointed in the same direction.

If your organization already has a change management model in use, we can adapt and deploy it. In other cases, we can apply the best fit for your organization in consultation.

What stage of change are you in?
1. Denial phase (Nothing for us, I’m closing this website now)
2. Resistance phase (Seems interesting, but think I don’t think this will help us yet)
3. Exploration phase (Could be something for us, I’ll ask again and come back)
4. Acceptance phase (This is really necessary for us, I’ll call right now for an appointment)

Understanding performance is necessary to measure and continuously improve results. Setting clear goals, KPIs, the way of measuring and the frequency with which this is done provides guidance to achieve the final goal.

Like B2C buyers, B2B buyers prefer to start their search for the right product online. Already more than 60% of B2B buyers first orient themselves online before purchasing a product or finding a new supplier.

Existing or potential customers can find you through search engines such as Google if your online content of your company, products and services as well as the design of the web shop or website is in good order. Online findability is partly determined by SEO authority. It is good to know what your customers are searching for and how much of this search traffic ends up at your organization.

Sharing interesting information on social media as a company and employees, the interactions employees have also contribute to brand awareness, image and online findability. Positive sentiment in social media about your organization or online reviews also help you be found better. In doing so, you want to be alert to respond well to a negative review; after all, that’s another opportunity.

Using paid media such as Google Adwords or social media ads will also help you get found better and achieve goals such as increasing sales or recruiting staff. However, it is good to monitor the investments well and keep optimizing the results of the campaigns.

Which visitors to your online store were existing customers or not, and did they buy anything? Were they satisfied during the visit and could they find what they were looking for?

Understanding online search engine performance, traffic to the web shop, leads, missed sales opportunities, online conversion, social media performance and online reputation helps your organization grow in image and results.

In addition to the traditional measurement of revenue, sales, margin and customer satisfaction, measuring new goals and KPIs helps improve the organization, sales channels and perhaps most importantly, enthusiastic customers.

In the program we look at what you can already measure or expand in steps in the existing or new resources needed to do so. By comparing in cost benefits in combination with the needs of the organization and possibilities of the different solutions we give you independent advice.

Omnichannel, seamless customer experience across all channels

Sales channels that complement and reinforce each other where the customer has a seamless experience and is central.

Distinctive customer experience, communication, customer service and exploit sales opportunities and strengthen customer relationships through a complete view on customer behavior and deployment of AI.

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Involve customers and employees from start to finish. They become the new ambassadors

Engage customers for the right understanding of customer needs and employees how to work with customers. This is how you deliver what customers and employees benefit from. Get them excited, share successes and make them ambassadors.

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Omnichannel success improvement or review strategy

Already on your way with e-commerce or omnichannel and need advice or support for your strategy or operations?

Online KPIs clearly defined? Results insightful to increase leads, online conversion, online findability and ROI of paid advertising?

Grow knowledge and experience in e-commerce, omnichannel, master data, product data and digital marketing within your organization?

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