Australian Retail Outlook 2021 reported that as a result of the covid 19 pandemic, more than 70% of Australian retailers planned to move their business online. On the contrary, 2021 seems to be another unfavorable year for brick-and-mortar retailers. Apparently, digital platforms are believed to be a perfect temporary solution these days. However, many experts pointed out that digital business should be inextricable from physical business in the long run.
Although omnichannel business in Australia is still in its early stages of omnichannel capabilities, we can see this phenomenon as a promising opportunity to thrive in their market. These three case studies of omnichannel business in Australia will help you better understand how this business model will benefit you.
Woolworths is the largest chain of supermarkets and grocery stores in Australia who claims 33% of the market share in 2019, reported by Roy Morgan. By the end of September 2017, this supermarket giant had implemented in-store grocery pick-up points in every supermarket across Australia. They would also work on their plan to offer customers drive-through and on-demand delivery services in three years.
According to the CEO of Woolworth in 2017, the ultimate goal of their omnichannel model is to provide Australians with a wide range of shopping options and let them choose the best suitable one whether they went shopping in-store, purchase online, and drop by stores for further requirements or pick up their items via drive-through and home delivery within an hour.
In 2018, Woolworths first introduced its in-app shopping and created an integrated shopping experience. This mobile app can support Australian consumers to view financial services products, shopping lists, and also in-store stock of products they are looking for. They believe that this technology will pave the way for a successful omnichannel retail experience in the foreseeable future.
Another giant name in the omnichannel race is Coles Group. This retail company has announced to pour $ 2.5 billion into its digital platform over the next two years and develop a unique and seamless omnichannel experience. The strategy of Coles Group aims to make both digital and physical stores more integrated and focus on their customers.
To illustrate, their strategy starts will connect and merge their two separate sites with content and eCommerce into a unified site. An updated version is also developed to enhance the customer experience in stores. Besides, Coles Group also offered their Australian with Click & Collect services, which is an important factor in their digital strategy.
Kmart is a nationwide retail company in Australia that enhances its shopping experience by developing a mobile app. By using this App, Kmart enables their Australian customers to make purchases via their personal mobile devices and pay in-store.
To be more specific, the Pay-in-store option in their app allows Australians to reserve items online and complete transactions at physical Kmart stores with any payment method from cash to cards. This feature has closed the gap between online and offline shopping as well as greatly facilitates Kmart’s growth.
Omnichannel businesses in Australia appear to save many brick and mortar stores during the COVID-19 pandemic. And, as mentioned before, the seamless combination of online and offline business will even bring more opportunities for Australian retailers to achieve more availability, drive more sales and better satisfy their customers.If you are also in the pursuit of transforming your traditional business into an omnichannel one, you may know there are loads of things to deal with. Being a leading solution provider in the retail industry, ConnectPOS, with powerful features, has been supporting many retailers worldwide to realize their ideal business models. We are always willing to tackle your problems. Hence, feel free to contact us anytime you need.