Industry insights 4 min read
Omnichannel retail for independent shops
You don't need enterprise systems to sell in-store and online without overselling. You need a clear system of record.
By the Smile Software team
Omnichannel sounds like something for large retailers. For an independent shop it usually means something simple: a customer can see what's in stock online, buy it or reserve it, and return it in the shop. The hard part is keeping one version of the truth.
Pick a system of record
Decide which system owns product data and stock. Every other channel reads from it. Problems start when two systems both believe they are in charge.
Sync events, not spreadsheets
Modern platforms send events when something changes. Using these, stock can update within seconds instead of at the end of the day.
Use buffers for the last few items
Showing an item online as sold out when one remains in-store can prevent the disappointment of an order you can't fulfil.
Make returns channel-agnostic
Customers don't think in channels. If they bought online, they'll expect to return in-store. Plan for it from the start.
