Omnichannel
Definition
Omnichannel is a sales strategy where customers see the same prices, stock and customer data across every channel — web shop, customer portal, kiosk, phone or sales rep. The channels don't run side by side; they draw from one central data source.
One truth, different channels
In an omnichannel setup, a customer orders online, adjusts that order by phone afterwards, and picks up the package at an in-store kiosk, without staff having to retype data between systems.
Why this matters for B2B
Business customers rarely stick to one channel. Customer service takes phone orders, the buyer orders through the web shop, and a sales rep places orders on the customer's behalf. Without central data, prices, stock or customer details start to differ between those channels.
Practical example
A customer asks by phone about a product's stock level and orders the same item an hour later through the web shop. In an omnichannel setup, they see the same price and the same availability both times.
Start with the basics.
Build from there.
Fonda Basic is free and immediately gives you a central place for all your product data and digital assets. You can take the step to a complete B2B webshop with customer-specific prices when you are ready.
Specifically built for B2B SMEs with 20–300 employees · Support based in Ghent