O2O (Online to Offline), an omnichannel customer experience

The integrated solution to best manage the company’s physical and digital processes

What is O2O (Online to Offline)?

The meaning of the O2O (Online to Offline) module allows you to integrate the physical and digital, allowing your customers to be constantly in contact with the brand, when they want, in the space they want. Thanks to this module of the SOH (Suite omnichannel hub) solution, your customers will be able to reach you through every corporate touchpoint, for example with Click and Collect, therefore ordering from your ecommerce and picking up the products in the physical store, giving them greater comfort and an extremely personalized shopping experience, thus allowing greater brand loyalty and a very high level customer experience.

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The incidence of B2C e-commerce purchases on total retail

For years now we have been partners of the “Digital Innovation” Observatories of the Politecnico di Milano, assiduously participating in every event, to guarantee even more value in the omnichannel experience of our customers, with reports, market research and continuously pursuing the best news and opportunities in this sector.

B2C e-commerce purchases incidence 2025-2023

O2O Features for Customer Experience

The meaning of Online to Offline, as the name of the module suggests, is to adopt omnichannel solutions, allowing the customer to stay in close contact with the brand, eliminating space-time barriers, which will allow them to receive information, purchase, make a return, with the greatest possible comfort, building a stimulating and engaging customer journey. Our O2O module in particular allows you to enable all processes between physical channels and digital channels.

Click & Collect

Also known as BOPIS (Buy Online – Pick Up In Store), it is a method by which the customer can order online and collect the product in store.

Order in Store

Another omnichannel strategy that allows you to order products not available in the store directly from the store, through the unified stock.

Ship from store

It allows you to send the goods directly from the warehouse, thus avoiding any unavailability.

Return in store

Also called BORIS (Buy Online – Return In Store) it allows the customer to return an unwanted item to any physical store, facilitating the management of returns.

Curbside Pick Up

Similar to Click and Collect, you order online and after notifying the store, an agreement is made to find a convenient and fast delivery point for the customer, who in most cases will not even have to get out of the vehicle.

Picking, packing and label printing interface

It is a solution designed for the correct logistics management of the warehouse, ordering and coordinating all the processes prior to shipping.

Unified Click & Collect

This feature, also called BOPIS (Buy Online Pickup In Store), allows you to buy online and then physically pick up the goods in a store. If the goods are already available in the store, it will be possible to avoid shipping, bringing an advantage to the customer by reducing shipping costs and the waiting time related to receiving the order, thus creating a barrier-free bond with the customer, for a high-level customer experience. OPERATIONAL EFFICIENCY GUARANTEED Find out how to improve the management of your orders and make your company more efficient.

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Return in store, Return in store

Also called BORIS (Buy Online – Return In Store) it simplifies returns management for store employees; it allows online customers to return an item to any store and receive a refund via the original payment method DISCOVER THE O2O MODULE Manage returns quickly and easily, make your employees’ lives easier and satisfy your online customers.

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Ship From Store

The store becomes a distribution hub, being able to send the goods directly from the store’s warehouse, ensuring greater availability of the goods online and speeding up the delivery time, improving the customer experience and customer loyalty. DISCOVER THE O2O MODULE Manage the physical store in order to optimize unsold stock and expand the stock for your digital commerce.

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WHY CHOOSE OUR SOH O20 SOLUTION

The advantages of online – offline integration

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Improving the shopping experience

Your customers will be able to reach you when and where they want, establishing a continuous and barrier-free relationship with the brand, adopting whatever method they prefer for purchasing. Ex. Click and Collect.

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Increased customer loyalty

Thanks to a flexible and convenient customer experience journey, thanks to the extreme personalization of the purchasing process, your customers’ satisfaction will increase, thus also increasing their trust.

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Full control over your data

You will have constant and consistent control over purchasing data, knowing exactly what your customers want, with the ability to intervene promptly to satisfy their requests.

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Enhancement of each sales channel

With the O2O module, you will be able to monitor and customize all your spaces dedicated to sales, integrating them with each other, thus leaving your customers free choice for purchasing.

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