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09.07.16 | blog

Retailers Outsourcing More to Reinvent for the Omnichannel Era

Retailers’ willingness to outsource key enabling capabilities is growing, Retail Dive’s Dan O’Shea reports.*

The usual motivation – reduce cost – plays a part. However, according to research firm ISG, which tracks 104 retailers among its Global 2000, “adding capacity or obtaining new capabilities” is growing in importance.

Three trends to watch:

1. Linking IT and BPO as business strategy and technology management boundaries blur

2. Third-parties owning and improving customer experience in disruptive areas

3. Mixing-and-matching partners among traditional outsourcers and cloud/crowd innovators

As business and technology merge and customer experience becomes strategic, more retailers are outsourcing urgent, customer-centric tasks, according to O’Shea. Retailers partner for customer-facing functions to help “smooth out increasingly complex workflow management” because so many “processes need to align [in] the omnichannel shopping experience,” said HfS Research vice president for digital and IoT, Oliver Marks.

Marks cites product availability, service during browsing and buying, and after-purchase support as areas where “outsourcing is rapidly becoming the norm.”

Cloud/crowd innovators also give retailers a taste of the future. Harvey Gluckman, senior partner for retail and consumer products at ISG, told Retail Dive, “Most retailers just don't have broad enough skills sets on their own to bring all of these different technologies to the platform level.”

The Arise platform does the same for your customer contact services.

1. Access thousands of service providers through our platform to flex and meet peak demand, seamlessly

2. Provide quality CX through entrepreneurial resources with maturity, experience, and brand affinity 

3. Use us to your best advantage – and watch us raise the bar for your other providers

Let the Arise platform help you reinvent for the Omnichannel era – and elevate your customer.

About The Author

Tadd Wilson, (Vice President, Business Development – Retail & eCommerce), brings deep retail and eCommerce expertise and a passion for helping brands reshape customer experience. Tadd joined Arise because, in his words, he “loves brand engagement across web, stores, mobile, and voice – but hates the trade-offs most brands face between quality, flexibility, and cost.”

Prior to joining Arise, Tadd directed business consulting for Toshiba Global Commerce Solutions, and served as partner for the world’s largest store-based retailer. 

Source: “Why More and More Retailers are Outsourcing Their IT,” Retail Dive, August 25, 2016.

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