Retail

Providing an omnichannel, personalised and responsible customer experience to develop sales

The booming development of technologies has led to an increase in the number of sales channels (e-commerce, m-commerce, drive-ins, etc.).

The challenge facing brands is to bring these different channels together to offer consumers a seamless purchasing experience, and meet the growing demands of sustainability.

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Key figures for the sector

25%

The e-commerce penetration rate is expected to increase from 15% in 2021 to 25% in 2025
MarketWatch, 2021

83%

of consumers think the future of shopping is hybrid
Keyrus, 2022

68%

of consumers say they want to switch over to Made in France
Fevad, 2022

Identify your new growth opportunities

Digital transformation in the retail industry, coupled with profound changes in consumer behaviour, is offering new opportunities:

Omnichannel remains at the core of the challenges, changes… and growth. Online sales made up for in-store losses during the pandemic for 52% of retailers in France.
Hybridised purchasing paths: brick and mortar commerce still has a bright future ahead of it. 62% of French consumers say they prefer to buy things in shops
Strong expectations regarding personalisation: new technologies make it possible to capitalise on data and to propose affinity-based offerings and loyalty programmes.
New services for responsible consumer behaviour: repairing rather than replacing, different ways to consume (second-hand, rental, etc.).

The challenges in your industry:

Omnichannel is omnipresent

New technologies have definitely influenced consumer behaviour and consumers’ need for fluid interaction between the different channels (at POS, online, by phone, etc.). Delivering a seamless customer experience across all channels builds customer loyalty and increases satisfaction.

Data, the keystone of retail’s future

How do you take advantage of digitalised and constantly growing data?

The challenge is to centralise data streams, get them to talk to each other, improve customer knowledge, act in real time, and finally to deliver the best customer experience to enhance satisfaction.

CSR is a core concern

Brand transparency is more important than ever to gain consumer trust and loyalty. Beyond the considerations of manufacturing and traceability, brands must adapt to new consumer patterns: second-hand, rental, reparability, Made in France, local, recycling, etc.

Consultative selling

The digitalisation of processes and certain time-consuming tasks allows salespeople to play a central role in customer relationships: they can therefore concentrate on value-added advisory tasks, such as merchandising, in order to develop sales.

Learning from our customers

Le Temps des Cerises

The challenge: Centralising and integrating tools to boost omnichannel sales

The solution: Visiativ e-Commerce BtoB / Visiativ Mobile Order Entry for Fashion Benefits:
Sales development and productivity gains

Lafuma Mobilier

The issue: Reducing the time spent by sales staff on administrative tasks and freeing up

time for sales advice; promoting product reparability

The solution: Visiativ Sales Force / Visiativ e-Commerce B2B Benefits:
Customer satisfaction, additional sales

Fermob

The challenge: Responding to new consumer expectations and delivering an omnichannel customer experience

The Solutions: Digital showrooms plus BtoB order entry;

Enhancing product reparability through 3D representation of spare parts

Benefits: Sales development, retailer autonomy

Truffaut

The challenge: Managing merchandising to homogenise the in-store offering and increase sales.

The Solutions: Visiativ Merchandising, Visiativ Store Intelligence Planning

Benefits: Homogenising merchandising practices between HQ and the field, productivity gains

They rely on us

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Visiativ Innovation Engine

Visiativ Innovation Engine is a unique and innovative approach to enable SMEs and SMBs to identify their performance levers, co-construct their digital transformation roadmap, and deploy proven solutions while sharing experience and know-how.

For over 35 years, Visiativ has been helping SMEs to accelerate their innovation, improve their competitive edge, and meet their sustainable development commitments. We are the trusted advisor, with a real ability to deploy solutions, in a collaborative economy of shared experience.