Companies who want to evolve from single-/multichannel to omnichannel retailers are facing major challenges. A retailer must determine through which channels and which delivery options he prefers to offer his products to his customers. This abundance of options gives a chance for a higher service and turnover, but also impacts the costs. With its project ‘Omni Tactics’ VIL aims to support companies, especially SME’s, to proactively determine the cost-to-serve of their omnichannel choices.
status: Closed |
The better companies are aware of the cost-to-serve in advance, the better they can implement well thought-out additional customer oriented channels. With this approach companies can avoid to invest in e-commerce just for the sake of higher sales, while the higher logistic costs negatively affect the profits.
- To build a user friendly model that offers the opportunity for companies to determine the cost-to-serve of multiple omnichannel scenarios on a strategic/tactical level.
- To support companies with (future) e-commerce ambitions in making the right omnichannel strategic choices.
- To make a detailed enumeration of key elements and parameters that have an important impact on the cost-to-serve.
- The design of the omnichannel impact model: components and structure of the logistic network, delivery times and options, relational dependencies between entities and parameters,…
- To build, test and validate the omnichannel impact model.
- To determine useful scenarios for a number of representative companies and to collect all relevant company data.
- Practical testing based on specific cost-to-serve calculations for the participating companies, making the impact of omnichannel choices comprehensible.