Multi-channel Integration

Integrating multiple customer touchpoints has been an important operational and marketing objective for decades; organizations have struggled to provide a seamless, brand-consistent experience across retail outlets, call centers, IVR, telesales, websites and channel partners, regardless of company size or industry.

The growth of e-business has added a new dimension to channel strategies. Yet, even as organizations have embraced this new opportunity, the implications and challenges have become increasingly evident.

The integrated management of all channels to provide the best customer value and experience, while profitably maximizing revenue, share of wallet and loyalty, has become a top priority. Accordingly, organizations must decide how - or if - to influence the use of one type of channel over another, and must therefore make the high-tech and high-touch channels work in concert.

Molecular's multi-channel integration services combine business and technology assessment, opportunity identification, requirements definition, development, and implementation - all based on core capabilities that include architecture integration design, user experience integration, and application integration. Through these services, we help our clients improve customer acquisition and service, leading to more loyal and profitable relationships - and better understanding of their constituents, leading to more informed choices for future channel investment.

Contact us today to see how we can help you integrate your offline and online channel, or learn more about what sets Molecular apart:

Multi-channel Integration Strategy

Clarification of channel strategies and value propositions, identification of leverage points and formulation of right-channeling strategies, driving design or redesign of the channel model - including ROI-based multi-channel marketing, sales, service and partnering programs -- incorporating best practices.

Web-enabled lead management

Design and integration of Web channel and CRM processes and systems to enable generation of the highest quality leads, while ensuring effective transitioning to the sales funnel.

Multi-channel collaborative selling

Creation of Web-enabled multi-channel selling strategies, systems and processes to ensure continuity and consistency of the user experience, and increase cross-selling and Web-based collaboration.

In-store inventory visibility

Articulation of the rationale for Web/store integration and design, and development of the user experience and systems that enable customers to view, reserve and purchase store-level inventory on the Web.

Multi-channel customer service

Definition, development and implementation of integrated cross-channel service offerings, experiences and capabilities to enable multi-tiered service, including self-service.

Multi-channel relationship marketing

Development of multi-channel relationship marketing initiatives, including definition of programs, business case, and collaboration with execution partners to implement structured processes, designs, performance management approaches and training to ensure successful implementation.

Multi-channel performance management

Development of measurement strategies, metrics, processes and systems for measuring cross-channel performance of Web-related initiatives.