Creating Seamless Omnichannel Retail Experiences
Modern consumers expect to start a purchase on their phone, try an item in-store, and return it through any channel — without friction. Delivering this experience requires deep integration between inventory, order management, loyalty, and customer identity systems that many retailers have built independently over years.
The Disconnected Status Quo
The client operated separate technology stacks for their e-commerce platform and point-of-sale systems, with nightly batch synchronisation of inventory data. This created a poor customer experience: stock shown as available online was sometimes sold out in-store, and loyalty points earned online were not visible at the checkout.
Unified Commerce Architecture
Sytac designed a unified commerce layer with real-time inventory visibility across all channels. A centralised order management system became the single source of truth for fulfilment, enabling click-and-collect, ship-from-store, and cross-channel returns. Customer profiles were consolidated into a single identity record, making loyalty data immediately available at any touchpoint.
Results Across Channels
Within six months of launch, click-and-collect orders increased by 58%. Cart abandonment driven by stock uncertainty fell by 22%. In-store conversion improved as staff could check real-time stock across all locations on handheld devices. Customer satisfaction scores reached their highest recorded level.
Enabling Continuous Improvement
The new unified data layer unlocked capabilities that were previously impossible — including personalised in-store recommendations based on online browse history and automated replenishment triggered by real-time demand signals. The platform is now the foundation for the client's next three years of digital investment.
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