Direct-to-Consumer Overview
Building capabilities around Direct-to-Consumer, or D2C, comprising of new age customer facing business model and enabled by state-of-the-art technology ecosystem, is of top priority for every worthwhile business organization today. D2C business model not only helps customer get the desired product in effortless manner it also helps brand owners achieve much anticipated cost optimization, brand awareness and better than ever customer engagement.
ITC Infotech’s D2C service helps brand owners set up new end-to-end integrated D2C process as well as improve existing operations to capitalize on this new marketing trend and achieve business goals.
D2C Ecosystem & Capabilities
Often D2C is thought of solely as e-commerce. But companies approaching D2C in the right way are much more holistic in their approach. A useful framework is Acquire, Convert and Retain, as outlined below. ITCI as an SI provides services along the continuum.
Market Drivers
D2C model presents multiple incentives to the digitally conscious customers interested in buying directly from the manufacturers. The key incentives for consumers include :
Convenience, Lifestyle, better choices
Personalized brand experience
Higher trust, authenticity, loyalty points, service over the multi-brand retailers
Preference by the first-time shoppers for D2C channels
Manufacturers have also started realising the advantage of selling through this model. Key benefits from their viewpoint include
Substantial cost cutting by eliminating the retailers & distributors and getting rid of the fight for shelf space
Complete data ownership to learn consumer journey
Driving higher CLTV
Speed of consumer feedback and quality of insights
Intense competition in some categories (like personal care), where ‘digital first’ launches are becoming differentiator
Faster prototyping and product development cycle
Benefits Realised
Differentiators
Speed-to-value Through Integrated D2C Ecosystem
We own end-to-end implementation of the D2C pillars of ecosystem bringing the business benefits higher, faster
CDP + Data and Analytics Driven D2C
Data platform and analytics are at the core of our D2C offering ensuring business growth
Outcome Based Pricing
Payouts linked to the achievement of pre-determined D2C Business and Technology KPIs
Solution Overview
Customer Data Management
- Build a data governance strategy
- Enable data collection through intelligent automation
- Identify critical data to achieve D2C business goals
Commerce Platform Management
- Smooth exploration, review, selection & purchasing process
- Tracking of consumer buying behaviour
- Transparent & faster return management
Marketing Management
- Design targeted marketing campaigns
- Recommend product innovation through advanced analytics solution
- Mobile app to create unique user experience
Supply Chain Management
- Create integrated supply chain network with retailers & distributors
- Improve forecasting technique & reduce stock out
- Optimise material & logistics management
Customer Service Management
- Create data driven service improvement structure
- Improve customer engagement through customised loyalty program design
- Ensure faster query resolution & grievance redress
Partnerships
Case Studies
Tackling online university’s website accessibility & WCAG compliance issue
The client is a leading for-profit private online university that offers...
Building a D2C ecosystem for a leading FMCG conglomerate
Delivering digitally-driven marketing across the D2C ecosystem for a leading FMCG…
Digitization journey to enable Digital Pharmacy
Third largest Pharma chain in the UK with over 760 pharmacies wanted to enhance…
