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21.07.21

Online retail sales for homeware grew by over 74% in 2020 and are expected to continue rising. Online furniture sales also grew by 63% which indicates a shift in consumer purchasing for homeware and furniture products. The need for furniture manufacturers to adopt new technologies and digital channels to meet industry changes and remain competitive is becoming increasingly important for their survival.  

eCommerce 

The traditional high street furniture retailer once relied on busy high streets, shopping centres and a loyal customer base to ensure a profitable business. However, with high street sales at all time low, consumer trends have shifted online, and businesses have had to find new ways to connect with their customers.

Online sales platforms provide a digital space for businesses to interact and serve their customers without the need for a physical store. The increased visibility digital spaces offer also enables retailers to understand their customers more and, in doing so, can cater better to their needs.  

eCommerce sites can also be connected to different area of the business – guaranteeing complete visibility throughout. With the right software, online retailers can connect their eCommerce platforms to carry out:

  • Inventory Management 
  • Sales Ordering 
  • Delivery & Shipping 
  • Production Planning 
  • Material Resource Planning 

 

Customer Service  

Customer service management can become overwhelming with so many customers logging support cases, making enquiries and contacting your business. Customer management software, however, handles customer cases with ease and across different channels including email, phone, SMS and live chat – you can even utilise robot functionality as the first point of contact before handing it over to the relevant department.  

Customer service software can also help improve relations with new and existing customers through AI insights and recommendations. By utilising the power AI, customer service agents can see how the customer has interacted with the business, what channels they used, as well as their buying preferences. The software can also offer recommendations on how to best proceed with the case based on past data from similar cases.  

Implementing technology into your customer service processes can help to: 

  • Optimise customer service agent performance 
  • Facilitate a responsive service model 
  • Resolve support issues proactively  
  • Engage with customers on any device or channel 
  • Gain recommendations and guidance for support agents through AI and machine learning 

 

Big Data Analytics 

Having complete visibility over your business is a challenge in any industry. Not knowing how, why or where issues occur can limit your business potential and inhibit progress. With new IoT devices however, businesses can capture data like never before. IoT devices capture large volumes of data – also known as Big Data – from all areas of the business. Businesses can then analyse this data to help identify problems or areas of improvement across ordering, production and delivery. Big data analytics software effectively works by analysing vast amounts of data within seconds to provide key insights into your business and how it operates. 

 

How can my business find success in a digital landscape? 

Take the first step on your digital transformation journey with Syscom. We have helped many furniture manufacturers take control of their manufacturing operations through our performance optimised and cost-effective solutions, including our specifically designed furniture manufacturing software. If you would like to learn more about how these changes can be implemented into your existing set up, you can contact us through our contact form below, calling us on 01384 400 600 or by emailing us at info@syscom.plc.uk.