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If you’ve been following business news or searching for new ways to boost customer loyalty and spending, you’ve likely come across the term “omnichannel” frequently.
You might have questions, especially about the costs involved. Since you probably already understand an omnichannel experience, let’s go into the costs and factors involved in creating an omnichannel experience for your customers.
How Much Does an Omnichannel Integration Cost?
In the B2C sector, you can expect to spend $1,050 to $2,250 per month for equipped software to create an entry-level omnichannel experience. This includes essential tools like CRMs, marketing automation software, a centralized database, and data collection frameworks.
For a more advanced setup, costs can range from $10,000 to $50,000 per month. This investment covers a full suite of solutions, including customized strategies, app development, integrations, maintenance, and additional touchpoints for consumer data collection, ensuring a more accurate view of customer interactions.
Costs will also vary based on your specific goals; for instance, retail and e-commerce businesses require more data than service-based industries like salons. Retailers like Uniqlo and H&M manage hundreds of SKUs, requiring detailed customer preferences and behavior tracking, such as channel usage and time spent on pages.
Omnichannel integration also involves various departments, such as loyalty programs, marketing, and customer support. The costs will also depend on how much you want to invest in integrating these experiences across different areas of your business. If you aim to incorporate omnichannel experiences into most, or all, of your operations, it will inevitably be more expensive than if you focus solely on, say, omnichannel loyalty.
Additionally, hosting events can influence costs, as these provide key customer engagement opportunities. A significant portion of your budget may go towards technologies like digital kiosks, AI detection cameras, and gamification elements. Many of our clients run offline events concurrently with their online marketing campaigns, creating a seamless omnichannel experience.
Factors That Affect Omnichannel Integration Pricing
Your Business Model and Industry
Different businesses across various industries have unique omnichannel needs. Costs can quickly accumulate, especially if you need advanced features like kiosks, tablets (like iPads), AI detection cameras, facial recognition software, or license plate recognition cameras.
For example, hotels might use license plate detection to anticipate the arrival of VIP guests, allowing them to prepare personalized experiences—such as dining vouchers through their apps or welcome gifts like chocolate boxes or fruit baskets—before guests even check-in.
In general, investing more in customer experience can lead to a higher return on investment (ROI) for industries that offer greater customer value, although this isn’t always guaranteed.
Here’s a look at the industries that require omnichannel integration the most, alongside examples:
- Retail (clothing brands, grocery stores): Mobile apps, kiosks, inventory management software, CRM, staff training, etc.
- Hospitality & Service (hotels, theme parks, restaurants): Mobile check-in kiosks, car plate detectors, online payments, CRM integration, ticketing systems, etc.
- Banking & Finance: Customer service kiosk, CRM integration, staff training, mobile app, multi-channel customer service channels, marketing automation, etc.
Volume of Sales Transactions, Complexity & Customization
Omnichannel integration often involves multiple layers of complexity. Many customer relationship management (CRM) systems track basic information, like a customer’s purchasing history, how often they visit stores, and their online app usage. However, when you incorporate omnichannel integration, especially with various complex touchpoints, the requirements can add up quickly.
Your CRM needs to track the basics and additional factors like event engagement time, in-store dwell time, points earned through physical interactions, and even how many customers bring to the store. This growing list of data can quickly become overwhelming.
As a result, omnichannel solution providers often need to customize software and integrate with third-party platforms to meet these needs. Simply put, the more complex your system and framework are, the higher the costs.
Technology Infrastructure & Integration
You’ll also need to consider costs related to your existing infrastructure and integration. Do you already have a CRM technology, POS system, or ERP?
Are you digitizing for the first time, or do you have a strong data infrastructure in place? All of these factors will influence how much you need to invest in omnichannel experiences.
A key component is your CRM (like KlikNGo, Salesforce, or HubSpot), which serves as the backbone of any omnichannel strategy. A CRM helps manage customer relationships by tracking interactions, storing customer data, and facilitating communication across different channels.
Ultimately, everything connects to your CRM, including online interactions and touchpoint data, enabling customers to transition smoothly between devices and continue their journey from online to in-store.
Additionally, do you already have a data warehouse or any existing software? You’ll need a comprehensive integration process, which can vary depending on the software.
Our CRM, KlikNGo, is designed to integrate seamlessly with virtually any third-party software, thanks to its custom-built architecture. This flexibility allows for a smooth experience for your business.
Omnichannel Customer Experience Goals & Strategy
Another important factor to consider is your business goals. Are you simply looking to collect more data? Or perhaps you want to enhance the customer experience to increase customer lifetime value (CLV)? Maybe your focus is on strengthening your brand. Keep in mind that the more ambitious your goals, the higher the costs will be.
If branding is your priority, you’ll need to invest in point-of-purchase (POP) displays, such as kiosk wraps, buntings, and other merchandise, which can significantly add to your overall expenses. On the other hand, if you prefer a more basic approach focused on data collection, the costs will be somewhat lower.
To give you some context, a single digital kiosk can cost anywhere from $1,500 to $20,000, not including the costs for integration. On the other hand, point-of-purchase (POP) displays usually range from $50 to $100 each. These POP display solutions include everything from design and printing to installation.
Staff Training & Management Adaptation
On top of the costs of software, integration, and marketing, one important aspect that many brands overlook is staff training.
We’ve often seen that insufficient training on new omnichannel procedures can significantly impact projects. Some employees might not follow standard operating procedures, like checking if customers are members, encouraging point collection, or keying in data properly.
Moreover, maintaining digital kiosks and other tech is essential. How often have you encountered non-functioning kiosks at a fast-food restaurant?
While investing in maintenance may seem costly, it’s instrumental for ensuring that the entire omnichannel system works effectively. Every part of the operation needs to work together—from sales staff to the backend maintenance team.
Frontline staff also play a key role in promoting offers, which helps the company gather valuable information, enhance customer lifetime value (CLV), and guide customers deeper into the loyalty marketing funnel.
Should Your Business Invest in an Omnichannel Experience?
If you’re in retail or hospitality, it’s worth trying out omnichannel experiences and integrations could greatly improve your operations and marketing strategies. Although these integrations can be expensive, many companies in these sectors experience a quick return on investment (ROI).
Other than enhancing branding and customer convenience, omnichannel solutions can also help reduce employee workload and turnover, which are major challenges in these industries. This approach tackles several issues at once.
The ROI tends to come quickly because businesses can save on staffing costs while also increasing customer lifetime value through improved experiences. Plus, since these industries serve many consumers with frequent visits, it’s easier to see significant ROI over time.
At KlikNGo, we know that many businesses struggle to justify their investment in omnichannel strategies due to the costs involved. That’s why we’ve designed our omnichannel experience tools to be as affordable as possible. Why not check out our omnichannel solutions and contact us for a free consultation?
