Avoid omnichannel pitfalls: Strategies to prevent retail disasters
The hidden cost of disconnected commerce
Retail today is all about seamless experiences. Customers expect to browse, buy, and return across multiple channels without friction. Yet, many retailers still struggle with disconnected commerce, where fragmented systems create inventory blind spots, fulfilment delays and frustrated customers.
And the cost? Huge.
In the UK alone, poor customer service and inefficiencies cost businesses £7.3 billion per month, primarily due to lost productivity and time spent resolving issues. And what about lost customers? The numbers are even more sobering. 69% of consumers are less likely to shop with a retailer again if an item is delivered more than two days late, while 17% will never return after just one late delivery.
Retailers often underestimate the financial impact of losing a customer compared to the cost of acquiring a new one. But customer acquisition is more expensive than ever, now costing European retailers between €100 and €400 per customer due to increased advertising costs and GDPR regulations. Ouch! Losing customers isn’t just bad for business, it’s unaffordable!
The price of a disjointed retail experience
Disconnected systems lead to stockouts, overselling, and missed revenue. When customers don’t get what they expect, whether it’s inaccurate inventory, slow shipping, or failed deliveries – they leave. And once they’re gone, replacing them takes three new customers to make up for the lost revenue.
With UK retailers losing up to £41 billion annually due to poor in-store and online experiences, the message is clear: Fixing omnichannel gaps isn’t just about efficiency, it’s about survival.
How a true OMS fixes the problem
True OMS eliminates disconnected commerce by unifying inventory, automating fulfilment, and ensuring every order is routed, processed, and delivered seamlessly. Instead of scrambling to fulfil orders with outdated data, retailers get real-time visibility and intelligent order routing, reducing delivery delays and customer churn.
Returns also become easier to manage, ensuring fewer lost sales and higher retention. With precise order processing, flexible fulfilment, and better stock accuracy, retailers can cut costs, improve profitability, and keep customers coming back.
“Three new customers are needed to replace the revenue lost from just one loyal customer who leaves.”
What is omnichannel failure in retail?
Omnichannel failure happens when retail systems don’t sync, leading to inventory errors, fulfilment delays, and poor customer experiences.
How does an OMS prevent omnichannel failure?
A True OMS centralises inventory, automates fulfilment, and ensures real-time data flow across all sales channels, reducing inefficiencies.
Key take-away:
Retailers who continue to rely on fragmented systems risk damaging their brand reputation, increasing operational inefficiencies, and losing customers forever. The cost of replacing lost customers is rising, and even small fulfilment errors can have long-term financial consequences.
A true OMS isn’t just a backend system; it’s the engine of profitability in modern retail. By streamlining omnichannel operations, reducing inefficiencies, and improving the customer experience, retailers can protect their bottom line and future-proof their business.
The real question isn’t whether you need an OMS – it’s whether you can afford to operate without one.
