DEPOSCO：2023全渠道和履行基準報告（英文版）（17頁）.pdf

《DEPOSCO：2023全渠道和履行基準報告（英文版）（17頁）.pdf》由會員分享，可在線閱讀，更多相關《DEPOSCO：2023全渠道和履行基準報告（英文版）（17頁）.pdf（17頁珍藏版）》請在三個皮匠報告上搜索。

1、12023 OMNICHANNEL AND FULFILLMENT BENCHMARK REPORTRETAILERS TOOLKITS NOW INCLUDE MEDIA NETWORKS AND MARKETPLACESSPONSORED BYCarlos Montes-2023 Omnichannel and Fulfillment Benchmark Report2In 2023,retailers continued to grapple with the multiple challenges involved in creating a seamless omnichannel

2、experience for customers many of which are related to fulfilling orders when,where and how customers want while still maintaining acceptable profit margins.But while the problems may be familiar,some of the solutions are new(or at least new-ish)including the crown jewel of 2023,retail media networks

3、(RMNs).Just over half(51%)of the 112 retailers responding to the 2023 Retail TouchPoints Omnichannel and Fulfillment Benchmark Survey added RMNs to their digital services offerings in 2023.Many retailers also are returning to tried-and-true tactics,including the 41%that added loyalty program activat

4、ions/experiences and the 39%deploying QR codes in stores.(All three were new response options added this year.)Another fast-expanding sector,marketplaces are increasingly being integrated into retailers omnichannel and fulfillment toolkit.While the biggest benefit of selling via marketplaces was acc

5、ess to a wider customer base,cited by 71%of survey respondents,more than one-third(38%)identified faster,more cost-effective shipping as a positive.5 Key TakeawaysINTRODUCTIONRetail media networks are becoming valuable parts of a seamless omnichannel experience:51%of retailers added an RMN to their

6、digital services offerings in 2023.Marketplaces are proving their worth to omnichannel retailers,both in providing access to a wider customer base(cited by 71%of retailers)and in simplifying fulfillment 38%said faster,more cost-effective shipping via marketplaces was a benefit.The increasingly loud

7、drumbeat for sustainability has retailers that support these efforts looking at multiple methods to prove their green bona fides:More than one-third(38%)now accept used items for resale or upcycling(a new response option for 2023),and 54%are going to the root of the issue by investing in sustainable

8、 sourcing and product development,up from 38%in 2022.Everything about managing returns is difficult,but retailers are increasingly worried about one challenge in particular:fraudulent returns.Minimizing them was cited as a key challenge by 54%of retailers,up from 46%in 2022 and second only to perenn

9、ial concerns about the cost of returns shipping and handling,cited by 67%.While store-based fulfillment is still going strong 54%of retailers use active physical stores as the final location for inventory prior to delivery there are indications retailers are relying more on third-party services such

10、 as Instacart,Uber and DoorDash to handle last mile logistics.Use of these services rose from 45%in 2022 to 53%this year,and the percentage of respondents that are creating dedicated spaces for order prep in stores dropped from 60%last year to 43%in -2023 Omnichannel and Fulfillment Benchmark Report

11、3Over the past year,which of the following digital services and experiences have you added to create a seamless omnichannel brand experience?Phone/text chats with store associatesLivestreaming events Retail media advertisingNFTs/digital goodsMessaging apps Online fitting solutions for apparel/footwe

12、ar Loyalty program activations/experiencesExperiences in gaming/metaverse platformsQR codes in-storeNFTs with physical world counterpartsVirtual appointments with salesperson/stylistCTV advertisingAI/machine learning-powered chatbotsAR-based try-on solutions54%29%51%16%46%16%41%13%39%11%36%10%31%9%2

13、023 Omnichannel and Fulfillment Benchmark Report472%29%62%20%52%15%50%13%42%11%Which channels do you currently conduct business in?Company websiteWholesaler/distributorBrick-and-mortar storeSubscription commerce onlineMobile website or app Metaverse commerceSocial commerce Voice commerce Ecommerce m

14、arketplaceCatalog2023 Omnichannel and Fulfillment Benchmark Report5How have these channels revenue changed over the past 12 months?Increased Somewhat Decreased Somewhat Decreased SignificantlyIncreased Significantly38%22%21%20%14%13%36%33%31%29%32%18%16%11%12%13%28%16%27%18%8%4%3%4%1%1%4%4%6%18%0%2%

15、2%5%1%2%1%1%0%4%Company websiteSubscription commerce onlineSocial commerceWholesaler/distributor Ecommerce marketplaceCatalogMobile website or app Voice commerce Brick-and-mortar storeMetaverse commerce2023 Omnichannel and Fulfillment Benchmark Report6OMNICHANNEL BENEFITS MOVE IN MORE PRACTICAL DIRE

16、CTIONSMany strategic business objectives are,by design,broad and big-picture,and retailers top omnichannel goals fit this description:41%of retailers identified reacting more quickly to business and market changes as an important objective,followed closely by the 40%that cited providing a seamless c

17、ustomer experience across all channels.But this years survey showed that for approximately three in 10 respondents,omnichannel strategies also are being designed to create practical,bottom-line benefits:31%of retailers cited improving customer retention as a key omnichannel objective,and 29%identifi

18、ed both reducing returns and making fulfillment services more cost-effective.Benefits stemming from omnichannel strategies also have been spreading widely across the retail enterprise.For example,in 2022,21%of respondents said improved supply chain efficiency was a valuable benefit,but that percenta

19、ge increased to 34%in 2023.Omnichannel strategies also are addressing the countrys tight labor market:while just 8%of 2022 respondents said improved employee satisfaction/retention was a key benefit,that number nearly doubled this year to 14%.What are the most important strategic business objectives

20、 of your companys omnichannel strategy?Reacting more quickly to business/market changesProviding a seamless customer experience across all channelsMaximizing the value of brick-and-mortar store footprintAcquiring new customersImproving customer retention Reducing returnsMaking fulfillment services m

21、ore cost-effectiveOptimizing inventory investmentsImplementing more tangible sustainability actionsCreating personalized 1:1 interactions with customersGathering more first-party data about customersLocalizing assortments/experiences41%40%38%37%31%29%29%17%14%12%9%4%zapp2photo-2023 Omnichannel and F

22、ulfillment Benchmark Report754%24%21%14%11%4%38%36%34%28%Improved customer serviceImproved loyaltyImproved marketing effectivenessImproved customer retentionIncreased customer engagement with brandImproved employee satisfaction/retentionImproved supply chain efficiencyIncreased conversions and/or ba

23、sket size Improved inventory optimizationDecreased return rate What are the most valuable ways your omnichannel strategies have improved your business?2023 Omnichannel and Fulfillment Benchmark Report8Psycho Bunny is a luxury clothing brand known for its playful designs,colorful and vibrant collecti

24、ons and high-quality products.The brand faced challenges due to a fragmented system that did not provide real-time inventory visibility,resulting in stockouts and lost sales.Visibility problems created additional costs and delays that were having a negative impact.They were looking for a solution th

25、at could unify inventory management and streamline their order fulfillment process while offering a positive omnichannel experience to their customers.Psycho Bunny needed a system that would enable them to implement a ship-from-store functionality,being able to fulfill orders directly from their 60+

26、store locations without inventory complications or delays.PSYCHO BUNNY BUILDS OMNICHANNEL FULFILLMENT NETWORK IN STORES WITH DEPOSCO“I would recommend Deposco because of the real partnership.We work with many vendors,and the difference between them and Deposco is understanding our speed and our need

27、s.We believe Deposco can go as fast as Psycho Bunny and we grow very fast!”Monica Provenza,Director,Omnichannel and Experience,Psycho Bunnydidiksaputra-2023 Omnichannel and Fulfillment Benchmark Report9Recognizing the importance of omnichannel as a key pillar of their business strategy,Psycho Bunny

28、selected Deposco Bright Store.We implemented our store inventory fulfillment solution across 60+stores in only six months.With the brands first store live in only three months,Psycho Bunny was shipping more than 62,000 orders,alongside a reduction from two to five days of processing time for orders

29、sourced from the distribution center to under 48 hours out of the stores with Deposco.The software gave Psycho Bunny real-time visibility into their inventory across all of their stores,with room to grow seamlessly.The ship-from-store functionality created a scalable process for fulfilling orders di

30、rectly from Psycho Bunnys store locations with significantly reduced order fulfillment time,increased customer satisfaction and loyalty,and brand growth through a unified omnichannel experience.Deposcos integration with Psycho Bunny earned a Top Supply Chain Projects 2023 award.3-DAY REDUCTION IN OR

31、DER PROCESSING TIMES FROM DC20%INCREASE IN INVENTORY60%OF STORES IN AVAILABLE-TO-SELL FULFILLMENT NETWORKGO-LIVE 1 WEEK BEFORE BLACK FRIDAYSOLUTIONyuniazizah-2023 Omnichannel and Fulfillment Benchmark Report10MARKETPLACES INCREASINGLY SEEN AS OMNICHANNEL DRIVERThe growth of marketplaces has been one

32、 of the top retail stories of the past few years,and thats reflected in the 2023 survey results:28%of retailers called marketplaces effective tools for achieving their omnichannel brand strategy,double the 14%that chose this option last year.And the percentage of respondents that dont sell on or ope

33、rate marketplaces at all shrank this year,from 16%in 2022 to 9%in 2023.While marketplaces are still seen primarily as customer acquisition vehicles(the largest group of retailers,71%,said access to a wider customer base was a key benefit of marketplace selling),they are also being prized for their p

34、ractical capabilities:38%cited faster,more cost-effective shipping,up from 21%in 2022.Marketplaces also are increasingly seen as data-gathering tools,although growth in this area has been slow,rising from 28%last year to 31%this year.And for retailers investing in sustainability,theres no shortage o

35、f methods for becoming greener.A majority(58%)of retailers are batch processing orders to reduce the number of deliveries they make,and 54%are encouraging scheduled or consolidated deliveries,which can reduce carbon footprints.One major change from 2022:the percentage of retailers investing in susta

36、inable sourcing and product development,which rose from 38%to 54%.Sustainable packaging investments also climbed,from 29%to 50%.Additionally,a significant group of sustainability-focused retailers(38%)are now accepting used items for resale or upcycling,a strong sign that the circular economy is tak

37、ing hold among omnichannel retailers.What are the most effective tools for achieving your omnichannel brand strategy?Loyalty programMultiple ordering/delivery options(BOPIS,etc.)Free shippingCommitment to sustainable practicesPersonalized offers/communications MarketplacesCross-channel inventory ava

38、ilability dataLivestreaming/live shopping Retail media networksDigital goods(e.g.NFTs,skins for gaming environments)Installation and break/fix services 57%39%37%31%31%28%26%14%13%10%6%2023 Omnichannel and Fulfillment Benchmark Report11 What are the benefits of selling your products through a marketp

39、lace?How are you investing in sustainability across the value chain?(among those supporting sustainability efforts)Access to a wider customer base Batch processing orders to reduce number of deliveriesEncouraging scheduled/consolidated deliveriesInvesting in sustainable sourcing and product developm

40、entSustainable packaging Accepting used items for resale/upcycling Offering repair servicesBigger emphasis on BOPIS/curbside pickupOffering items for rentalUsing electric vehiclesGreater exposure for brandFaster/more cost-effective shippingMy customers already look for me thereNew opportunities to g

41、ather data Removes some of the logistical effortN/A,we dont sell on or operate a marketplace71%47%38%34%33%31%9%58%54%54%50%38%25%17%17%13%2023 Omnichannel and Fulfillment Benchmark Report12HAS RETAILER-MANAGED STORE-BASED FULFILLMENT PEAKED?Store-based fulfillment,which got a major boost from the C

42、OVID pandemic,is still going strong:54%of retailers reported that active physical stores are the final locations for inventory prior to delivery,virtually unchanged from 2022.But what may be changing is who is doing the picking,packing and delivery of those orders.While nearly two-thirds(65%)of reta

43、ilers assigned in-store staff to these tasks in 2022,that percentage dropped to 56%this year.Those providing dedicated space for order prep also dipped,from 60%to 43%.More retailers are outsourcing these functions to third-party services such as Instacart,DoorDash and Uber Eats,all of which announce

44、d new retail partnerships(many of which were outside the grocery sector)this year.The percentage of retailers using these services climbed from 45%in 2022 to 53%in 2023.What are the final locations where you store inventory prior to delivering to customers?Active physical storesIn-store staff assign

45、ed to product picking/order prepThird-party product picking services,e.g.InstacartDedicated space for order prepCurbside pickup Microfulfillment centers attached to customer-facing storesDark storesUnattended solutions(e.g.automated lockers)BOPISDistribution centersThird-party locations(storage lock

46、ers,non-store pickup points)Dark storesMicrofulfillment centersWhich store-based fulfillment solutions do you use?54%36%30%21%19%56%53%43%38%23%17%13%11%2023 Omnichannel and Fulfillment Benchmark Report13RETAILERS INCREASINGLY OUTSOURCE LAST MILE CHORESConsumers appetite for getting products deliver

47、ed to them continues to rise:a majority(59%)of retailers said the percentage of products delivered to customers(versus those purchased in stores or picked up by shoppers)increased over the past 12 months:41%said it increased slightly and 18%said it increased significantly.(Just 16%of respondents sai

48、d this percentage decreased during this period.)Given these increases,its no wonder that rising shipping costs again topped the list of significant last mile and fulfillment challenges,selected by 56%of retailers.But in a shift from last year,nearly as many,55%,cited customer expectations around del

49、ivery times as a key challenge in 2023,up from 38%in 2022.As Amazon has stepped up its delivery game,for example sending package recipients photos of boxes on their doorstep as proof of delivery,other retailers have been forced to find ways to make and keep delivery time guarantees.More retailers ar

50、e handing off the mechanics of last mile deliveries to companies that specialize in them:courier services such as FedEx and the USPS as well as third-party delivery partners like Instacart.While just 45%of 2022 survey respondents outsourced deliveries to courier services,57%did so in 2023.The percen

51、tage using third-party companies also rose,from 29%last year to 38%this year.What are your most significant last mile/fulfillment challenges?Rising shipping costsCustomer expectations around delivery timesHandling customer queries/complaints efficiently and effectivelyCustomer expectations of free/l

52、ow-cost shippingQuality control of post-purchase service providers(e.g.delivery people,installers,repair people)Delivery/fulfillment logisticsAllocating/scheduling store workforce for fulfillment tasks56%55%51%44%36%35%23%2023 Omnichannel and Fulfillment Benchmark Report14 What elements of last mile

53、 service do you outsource to third parties?Courier/delivery services(e.g.FedEx,UPS,USPS)Third-party delivery partners(e.g.DoorDash,Instacart)Dropship items directly from suppliersProduct repair/service Returns management Customer service/call centerProduct delivery/setupWe dont outsource any last mi

54、le services todayWe dont outsource now but plan to in the near future57%38%26%23%21%21%18%16%7%Retailers use a wide range of technology solutions to manage their last mile operations,including the most popular choice,transportation management solutions,at 40%.Nearly one-quarter(24%)of retailers are

55、trying to get to the root of the challenge by“shortening”the last mile,using algorithms to pre-position inventory close to locations where demand is expected.Another on-the-rise technology is mobile device monitoring of delivery personnel,which increased from 32%in 2022 to 39%in 2023.Which of these

56、technologies do you use to manage your last mile activities?40%39%29%27%25%25%24%19%13%9%7%Transportation management solutionMobile device monitoring of delivery peopleRoute optimization systemVehicle monitoring technologyRFID on products/packagingRFID on shipping containersAlgorithms to pre-positio

57、n inventory close to expected demand locationsIoT sensorsLand-based robotic(non-assisted)deliveriesDrone deliveriesAutonomous cars2023 Omnichannel and Fulfillment Benchmark Report15As with shipping,the cost of managing returns remains retailers top challenge,rising to 64%of respondents in 2023 from

58、58%last year.Theres also growing concern about fraudulent returns,as retailers seek to get a handle on costs by ensuring those returns they do receive are legitimate.Minimizing fraudulent returns was a key challenge for 46%of retailers in 2022,but rose to 54%in 2023.Cost of returns shipping/handling

59、Minimizing fraudulent returnsCost of inspecting returned items and re-integrating them into sellable inventoryCost/logistics of crediting shoppers accounts or providing refundsCommunicating returns rules and processes effectively to consumersManaging in-store staff processing returnsCustomer issues

60、with packing and shipping items for return What are your greatest challenges with regard to product returns?67%54%46%44%37%29%22%UMR-2023 Omnichannel and Fulfillment Benchmark Report16 METHODOLOGYThe 2023 Omnichannel Retail and Fulfillment Benchmark Survey is based on responses from 112 retailers,co

61、llected via an online survey conducted in November 2023.Following are breakdowns of the respondents retail vertical and annual revenue:Retail Vertical:Annual Revenue:Less than$50M:52%$50M-$100M:21%$100M-$500M:10%$500M-$1B:6%$1B-$5B:9%More than$5B:2%Specialty hardgoodsSupermarket/grocerySpecialty sof

62、tgoodsConvenience storeDepartment storeOffice suppliesBig box storeElectronicsOther Drugstore/pharmacy22%7%4%4%4%2%21%15%11%10%SVasco-949.209.4311 Retail TouchPoints and design:retail give all members of the retail world access to a vibrant community that combines insights,inspiration and opportunit

63、ies to interact with their peers.We sit at the intersection of the art and science of retail strategy,providing granular data,high-value commentary,and aspirational success stories to help readers optimize customer experiences across all channels.Touching all facets of the retail ecosystem,including

64、 store experience and design,workforce management,digital marketing and engagement,and omnichannel optimization,our editorial content,multi-media resources and events take timely news and trends and transform them into tactical takeaways that meet the unique needs and priorities of our executive rea

65、ders.1.877.770.1110 Deposcos Bright Suite of omnichannel fulfillment supply chain applications enable fast-growing companies to rapidly scale their warehouse management and order management operations.Bright Suite helps Deposco customers see what inventory theyve got,where it is,and where to positio

66、n it to fulfill demand when Its Grow Time.Its the only solution that provides this much actionable insight into both your supply chain and the broader marketplace.Deposco makes supply chain fulfillment simple,fast,and always forward.ABOUT THE AUTHORAdam Blair,EditorAvid theater-goer,intrepid journalist and grammar nag.Theres always something new to learn about retail technology.Gorodenkoff-