Omnichannel Retail Consulting

What is this service about?

In this service, we help our clients plan, implement, and enhance the omnichannel capabilities of their retail and eCommerce business.

Who is this service for?

Our omnichannel retail consulting services and solutions are for retail stores, chains, brands, and businesses that have already decided to or are considering selling via both online and offline channels. More specifically, our clients for this service fall into three categories:

  • Store-based retailers wanting to adopt the online/eCommerce route 
  • Online/eCommerce retailers wanting to have a physical store presence 
  • Retailers, who already are selling via both online and offline channels, wanting to improvise or sharpen their omnichannel capabilities for more stability and business growth & expansion

How YRC helps

YRC was formed with the vision and spirit of providing business solutions to retail enterprises that could help them become organised and growth-oriented. One thing led to another and today YRC has an extensive portfolio of retail and eCommerce business solutions that have stood the test of time with continuous learning, improvisations, customisations, and applied fundamentals. Given below is a glimpse at some of the solutions that we offer under retail omnichannel consulting services.

Market Research

Markets and business environments never stop evolving under normal circumstances. Even during the pandemic of 2020, new trends and ways emerged and stayed. The point is businesses need to monitor these changes in general as well as in their specific areas of interest. So, when it comes to becoming omnichannel, certain specific areas of the markets must be examined. These analyses and insights derived from it become critical inputs and defining factors in business models and business plans. In this pursuit, our market research is aimed to study:

1. Recent and emerging shopping trends on online channels

2. Per capita spending on online purchases

3. Use of cash versus credit versus digital payments

4. Rate of product returns

5. Competition and competitive strategies

6. Pricing

7. Performance of various distribution channels

8. Product-SKU performance

Other important areas to be gauged are supply chains, logistical and infrastructural facilities, ease of doing business, etc.

Business Model Development

Going omnichannel is a big USP by itself. But even within and beyond that, there is a need to be unique and competitive because the channel factor alone is not sufficient. Our team of omnichannel consulting experts explores, identifies, and defines the value propositions that could be best served in a given market. They will also define the value chain and capabilities going through and using which the established value will be created and delivered to the customers. Other aspects addressed and incorporated are activities, associations, customers, revenue streams, costing, resources, and channels. The prototype business model is subjected to rigorous trials under diverse theoretical business conditions over a pre-defined time scale.

Commercial and Financial Assessments

A business plan cannot remain the same when shifting gears to omnichannel. This stems from the fact that omnichannel requires a different set of business and functional strategies and operational planning. Thus, any existing business plan becomes subject to modifications or even a complete overhaul.

An important area of work in a business plan is financial and commercial assessments. And when a business is about to go omnichannel, these assessments become necessary. New functions or departments are created. Additional manpower is hired. New technologies come in. More space may be required. More inventories are involved. All these factors have financial and commercial ramifications.

Here, we carry out the necessary assessments to help our clients foresee the financial and commercial picture of turning their business omnichannel. Our goal is to also help them use these analyses and insights as a roadmap for financial conduct and commercial decision-making upon turning omnichannel. We prepare financial projections covering capital and operating costs, revenue and cash flow, inventory and procurement, break-even and ROI analysis, etc.

Functional Strategies

As we reach the functional levels of running an omnichannel business, the differences begin to get starker. Various business functions like purchase and inventory management, warehousing, logistics and delivery, IT systems, store management, marketing, HR and others have to be aligned keeping in the enterprise-wide omnichannel strategies. Here, our retail business consulting experts develop the working strategies for both new and existing business functions. Inputs and insights are derived from the business model.

Operational Planning: SOP Development and Implementation Assistance

Poor operational planning is a major cause of concern for businesses that go omnichannel. It is not that they do not plan. The problem is that of expert detailing and interlinking. Almost always there are vague areas left undefined in the operational plans. At the enterprise-wide level, such loopholes become massive over days and weeks.

SOP development with implementation assistance is one of our flagship services. It is an area of work where we hold domain expertise. We help our retail and eCommerce clients redefine their operational planning for smooth, synchronised, and precise omnichannel operations in all business functions and departments.

Omnichannel Software Platform and SOP-IT Integration

Ecommerce retailers have a slight edge when it comes to software infrastructure. They already possess the IT framework. All they need to do is add or integrate the new software capabilities. On the other hand, offline retailers have a slight advantage if they already have an SOP-based operational framework in place. What is new and challenging to both is envisioning and incorporating the software and automation aspects dictated by their unique omnichannel requirements.

Here, we help our clients identify, develop/customise, and implement the new software platform for their omnichannel business. Our team draws out the business-IT specifications and identifies the best-fit product. We also help in vendor selection and coordinating with the selected vendor in software customisation (if any) and implementation. The final decision on product and vendor selection rests with the clients. We are not into software development.

Omnichannel CX

Customer experience has emerged as a powerful strategic tool to retain customers. Even a small aberration in goods or services is capable of putting a stain on customer experience. While only extraordinary experiences have the chance of delighting customers, it takes only a bitter one to spread like viral content on social media.

When it comes to omnichannel, things are far more delicate. Irrespective of the number of channels and platforms via which services are offered by a business enterprise, it is one brand to customers. And the seamlessness of experience delivered to customers in this regard holds the key to delighting them in omnichannel.

Here, YRC’s team of eCommerce consultants offer expert solutions in formulating CX and personalisation strategies for superior omnichannel performance. Our efforts are also directed at formulating systems to keep customers’ priorities on focus and deliver it via operational precision.

Recruitment & Organogram

We, at YRC, recognize the significance of human capital and the unique organisational requirements for omnichannel business as distinct from traditional retailing or the eCommerce model.

Understandably, the competencies required in an omnichannel enterprise envelope that of both offline and online retailing. The missing gaps have to be filled. An offline retail business needs to draw in the skill sets to handle the online retailing part. And an eCommerce business needs to do the same for its offline operations. The challenge here is to optimise the manpower requirements. This is where organisational design and structural changes come into the picture.

Our expertise is developing the organisation design and structure that supports omnichannel business. In recruitment services, we cover mapping of the competency requirements and execute the hiring process for our clients. The final decision on the selection or rejection of candidates is that of the clients. We do not provide staffing services.

About Your Retail Coach (YRC)

YRC is a retail and eCommerce consulting brand with 10+ years of experience in formulating business solutions for 500+ clients in more than 25 verticals. As an enterprise with a budding global presence, we strive to uphold international standards in service design and delivery. We deploy professional and experienced omnichannel consultants in our projects.

For more on our omnichannel consulting services or to have a quick dialogue with one of our omnichannel experts, please drop us a message or give us a call.


Omnichannel is a way of offering and delivering goods and services to customers in an amalgamated format involving both online and offline channels covering the entire customer journey.

Starbucks would be a good example. Customers can place orders and pay even before they arrive at a store, saving them time.

No particular technology could be dubbed omnichannel technology. It could be any technology – software, hardware, robotics, AI, ML, IoT, etc.

The purpose of omnichannel is to give more flexibility to customers in navigating the shopping/user journey from the discovery to the delivery of products and services.

Multichannel need not necessarily unify the online and offline aspects of a customer journey with a brand. Omnichannel is a better solution where this unification helps customers in their user/shopping journey.

A successful or superior omnichannel strategy is one where there are no frictions in the delivery of services when customers switch between online and offline channels.

Omnichannel has already arrived. It helps customers which is good for businesses. Technological leaps in the near future will only take us into much more advanced levels of omnichannel.

Formulating the right strategy would be the number one challenge. Next is poor operational planning as omnichannel operations tend to be complex.

Does having the flexibility of both online and offline channels make it easier for your customers to do interactions and transactions with your business? If it is a yes, you may consider working on an omnichannel strategy. As experienced retail consultants, we always maintain that it is important to consider being omnichannel.

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