Retail & Customer Services

Retail and Consumer

The retail landscape has transformed. Today’s hyper-competitive marketplace has consumers more connected and brand-focused. Retailers must respond through digitally transforming their business in order to become more competitive and adaptive in modern retail.

At DWWC, we anticipate and respond to major digital trends that are redefining retail. Learn more about the Digital Transformation of the Retail Industry.

Engage with more consumers, succeed with new products, remove operational costs and gain insight from shopper and performance data.

Understanding the value of big data is one thing; finding ways to actually work with it is another. Today, advanced analytics are being used to help companies develop a wider view of their customers to better understand their histories, wants and needs.

A customer intelligence business architect at DWWC, says customer intelligence can be thought of in two ways. “One way is the gathering and compiling of the details about a customer at each touch point. The second way is about producing the insights about the customer that are both smart and useful to the company. Customer intelligence is important because it can guide the company’s leaders to make better informed decisions with measurable results.”

A 360-degree customer view has three main components – raw data, derived data and insights. Raw data is information like names, preferences, contact and call center history, purchases, etc., while derived data is information the company is able to synthesize based on raw data, such as customer lifetime value. But the most valuable data is insights generated from predictive analytics that can tell you a customer’s propensity to buy, who’s likely to leave or who’s most profitable to pursue.

Inside the Mind of a Social Buyer

Most retailers know that their customers are using social media to compare and critique products and services. Most have even invested in social media tools for listening, monitoring and engaging with those customers. But these are really just the first steps.

Most retailers know that their customers are using social media to compare and critique products and services. Most have even invested in social media tools for listening, monitoring and engaging with those customers. But these are really just the first steps.

Few companies fully understand what makes social buyers tick — and even fewer have fully integrated the data that they have with key business systems and processes. There is an opportunity to tightly weave social media — and by extension, mobile technologies — into a company’s operations so that they are in sync with those social buyers.

Most programs to date have focused on reputation management and building connections, but that’s changing. By actively bringing social media data into the fold and combining it with more traditional data points such as point-of-sale, buyer insight and inventory, retail businesses are better able to optimize their merchandising strategies, develop more accurate demand plans and target their marketing campaigns.

Organizations must understand new buying behaviors related to social media and plan multistage responses by:
  • Understanding the types of information customers are looking for about companies, products and services
  • Understanding the connections and affiliations customers have on social platforms
  • Gaining meaningful insight from data to support products and selling strategies
  • Engaging with consumers in ways they enjoy: gaming, product reviews, etc.
  • Making products and services available to buy through social media in a targeted, authentic manner

Retailers are at the forefront of integrating social media into the shopping process, so that it becomes a primary channel for customers to learn about new products, offers and events. Social components such as reviews and comments, and integration with platforms, help customers make buying decisions on products and features.

These social media properties are powerful tools for extending relationships beyond the sale. Riding the wave of online do-it-yourselfers, Best Buy hosts blogs driven by employees and customers, and focused on troubleshooting common problems with home entertainment systems.

Companies can analyze the sentiment of social posts, where they came from, and specific names and locations to build a sentiment map of the areas where anger, excitement or satisfaction is running high. This information helps organizations build better relationships with customers and create more targeted sales and marketing campaigns.

Social listening provides a good sense of what customers like or don’t like about products and services. These insights can be useful for sparking ideas for innovative products and services or just connecting with customers at the right moment.

Maintaining a consistent social media presence across all channels and geographies while managing an influx of huge amounts of data can be a daunting task. Traditional social media tools help organizations collect metrics on engagement. However, a growing number of organizations are looking for ways to combine those metrics with data from enterprise systems for functions including brand and reputation management, sales, marketing, customer service, HR and operations. A next-generation social media management platform enables more targeted engagement and better analytics for decision making.

We’re seeing a fundamental drive to embed social connections into anything and everything we do — both inside and outside the office. All types of organizations are experiencing increased demand to leverage these personal connections in new ways through innovative social media management.

Consumer Goods and Services

We deliver innovative business and technology solutions that enable our clients to succeed with new products, manage cost out of business operations and gain insight from consumer and performance data.

A dramatic change is sweeping across the retail landscape. Customers are adding smartphones and mobile devices to their shopping experience in your stores without your blessing. Your customers are using their own tools and apps to gather information about products, brands, pricing and availability — and this could be sending sales to your competition.

This change is more seismic than e-commerce. It introduces real-time digital interaction to the shopping experience. Customers like it. They feel in control. Yet, they have a set of expectations that go with it — expectations you need to meet. They are the Constantly Connected Customers, and right now they are unilaterally changing your relationship with them.

Today’s Constantly Connected Customers are equipped with smartphones, tablets and other mobile devices. They engage with Twitter, Facebook and other social networks. And they can quickly and easily comment online — and read the comments of others — about their favorite (and not-so-favorite) retail brands.

At stake is nothing less than control of the retailer-customer relationship. In the past, retailers held most of the cards, primarily controlling their relationship with the customer. Now, control of the relationship is quickly moving to the Constantly Connected Customer empowered by all of this technology.

For most of our history, customers engaged with retailers through one or two channels: the brick-and-mortar retail store and the catalog. Over the past 15 years, retailers have expanded to four channels by adding online and mobile channels. Retailers have typically operated each of these channels separately, and this approach met customers’ needs for a while.

But times are changing. Today, when Constantly Connected Customers enter a brick-and-mortar store, the retailer does not necessarily recognize them or the extent of their relationship with the retailer across all of its channels. Now a new challenge faces retailers: Offer a cross-channel view to customers, one that integrates mobile, online and the brick-and-mortar channels into a complete, consistent and seamless shopping experience that increases sales.

In social media and on your own e-commerce site, Constantly Connected Customers can now gather information to make purchase decisions regarding a brand without the brand’s involvement — a new and unprecedented situation.

For example, a customer could shop for a brand from his or her smartphone using nothing more sophisticated than a basic Web browser and common search engine. What’s more, the search results will likely be displayed without any of the brand’s carefully crafted messaging.

Retailers that cater successfully to the Constantly Connected Customer will reap significant competitive advantage. For one, Constantly Connected Customers purchase more than their less-wired counterparts. It’s all about basket size and lift — and these customers will respond to better information and relevant promotions, spending more. Additionally, these customers engage more strongly with their favored brands, translating into greater revenue over time.

In a new Retail case study, among the findings: Over 60% of their customers research online before going to the store, and 40% use their phones to interact with the brand when in the store. Plus, the study says these multi-channel shoppers spend 3.5 times more.

Moreover, these customers create streams of digital information about how they browse the Web — and because of location aware smartphones — how they browse the store and the very shopping mall that contains that store. Combined with point-of-sale (POS) data, smart retailers can use this information to gain insights, improve operations, forecast demand and even create new products.

Finally, Constantly Connected Customers provide more feedback than do other customers, essentially acting as a virtual focus group that provides an ongoing stream of quick reactions and suggestions.

The emergence of the Constantly Connected Customer also presents retailers with several challenges. Connected Customers expect more from retailers. There is more to it than offering a mobile version of your e-commerce site. Certainly this is a good place to get started, but as soon as you do it, your customers move up the expectation curve.

Connected Customers expect personalized treatment, advantageous promotional pricing, more product and service information, and the ability to purchase online yet pick up and return at the store. Simply put, they want the ability to buy anywhere, anytime and have it fulfilled anywhere — at competitive prices.

Connected Customers also share their unfiltered, sometimes negative, opinions of retail brands and stores. And thanks to social media, they can share these views quickly and to a potentially large worldwide audience. Complaints, whether fair or not, can quickly go viral, dissuading thousands of other consumers from purchasing a brand. You can’t control this, but you can mitigate it with active awareness of comments about your brand.

On the upside, this same awareness can spot good comments about your products or brand that create new opportunity for your business. Good or bad, it’s there, and there is a gold mine of value in the information.

Technology

We deliver innovative business and technology solutions that enable communications service providers to transform their business, capitalize on digital convergence and quickly launch new business models to gain competitive advantage and more effectively manage operational costs.

Today’s competitive business marketplace has communications companies facing the ever-increasing need to drive down costs while being able to deliver new technology and services to the market. Rapid industry consolidation and complex asset tracking processes are just some of the challenges faced by telecommunications and media companies.

Your company needs technology solutions enabling you to combine products and services, see into your supply chain, create organizational efficiencies, and improve customer service. Based on Industry Best Practices, DWWC’s solution is designed to help you achieve these results and conduct rapid implementations at defined prices.

From managing your assets to financial controlling, DWWC’s solution for the communications industry provides a single, integrated platform that solves the problems posed by technology legacy systems and varied technology investments. The solution is rapidly implemented with minimal interruption of business, helps reduce integration costs, and streamlines merger and acquisition processes.

We have a proven track record of technology-driven innovation, combining the best software with other leading products for supply chain optimization, e-Commerce and business intelligence.

Global Public Sector

Government runs better with the right technology and a client-focused partner. Whether it's supporting, modernizing and protecting government infrastructure or delivering better services to citizens, we help public sector organizations fulfill their missions and make the most of their resources.

Our assessment solution includes the following key features:
  • Holistic Program Scope. This “end-to-end” scope ensures that weaknesses and deficiencies are addressed from a total process perspective.
  • Quick-Return Early-Phase Options. Our methodology identifies low- or no-capital process improvements that should become immediate priorities over long-term solutions.
  • Comprehensive Issue Capture. You will gain a clear view of all issues and your options to resolve them.
  • Comprehensive Analysis of the Dimensions of All Prospective Solutions. We will identify not only solutions and technologies, but also stakeholder interests, readiness for change, upgrade complexity, capital requirements and more.
  • Prioritization of Improvement Areas. We’ll prioritize improvement areas using your own value models.
  • Comprehensive Road Map. We’ll produce a high-level, multi-year road map, in close collaboration with your cross-functional service experts and our subject matter experts.
  • Detailed Business Cases. To help you articulate the need for critical-change programs, we’ll provide detailed business cases that include high-level cost-benefit analysis estimates for each priority solution option, as well as detailed improvement metrics.
Logistics Management

Logistics management is the governance of supply chain functions. Logistics management activities typically include inbound and outbound transportation management, fleet management, warehousing, materials handling, order fulfillment, logistics network design, inventory management, supply/demand planning, and management of third party logistics services providers.

To varying degrees, the logistics function also includes customer service, sourcing and procurement, production planning and scheduling, packaging and assembly. Logistics management is part of all levels of planning and execution -- strategic, operational and tactical. It is an integrating function, which coordinates all logistics activities, as well as integrates logistics activities with other functions including marketing, sales manufacturing, finance, and information technology.

Our Mission

To be the best resource for our clients in providing the most efficient and professional logistics services. We are dedicated to supplying the most cost-effective and effortless management and distribution of household goods, technology and commercial products particularly in e-commerce.

We understand the stresses involved with moving and know all of the problems that arise when a transferee needs their personal effects "yesterday".

Added Value Services

The DWWC GROUP invests systematically and transactional ethos both flexible and efficient production processes and the quality of communication with customers, considering the services of a key member and a representative of the supply chain of its customers.

In confirmation of customer focus and philosophy has invested in creating Team Customer Service "Department of customer service" whose main objectives are to ensure the satisfaction of the needs of its customers, providing exceptional quality services and promoting this culture throughout company.

The function of the group is multi-level particularly the Customer Service of DWWC:
  • Manages staffing level requirements of customers.
  • Monitors and communicates to customers the service level through measurable indicators.
  • Monitor daily deliveries of clients and communicates to customers the delivery documentation.
  • Offers digitized archive of delivery receipts.

When it comes to logistic services, leading organizations turn to DWWC Logistic Management.