Omnichannel Retail Management (OCRM)
Allows a retailer to deliver a seamless shopping experience across various customer touchpoints, and to have real-time product and inventory visibility, reducing stocking issues.
Please review all requirements. Your solution must meet all 🔴 mandatory requirements to qualify.
5.01🔴
Operational Accessibility Is the solution cloud-based or accessible through a user-friendly interface, allowing authorised personnel to easily access and manage the OCRM solution from various devices and locations? (e.g., Store managers access sales and inventory data from tablets and smartphones to make real-time decisions off-site.)
5.02🔴
Physical Sales Transactions Support Does the solution allow the processing of customer transactions in physical stores using cash and cashless methods? (e.g, Staff uses POS or Mobile-POS for entering of product codes, calculating totals, accepting various modes of payment, processing payment securely and generating receipts.)
5.03🔴
Multiple Touchpoints for Customer Engagement and Sales Transactions Does the solution allow retailers to promote and sell products and services online over multiple touchpoints? (e.g., The customer sees content, browses products, makes purchases, and completes transactions online on either an Online Store/Brand.com, Social media channels (e.g. Facebook, Instagram, Tik Tok), chat applications (e.g. WhatsApp, Telegram), or Marketplaces (e.g. Lazada, Shopee, Amazon). )
5.04🔴
Seamless Customer Experience Across Touchpoints Does the solution allow the delivery of a seamless experience across customer touchpoints, complementing the customer experience at its physical stores? Note: Customer touchpoints include physical stores, online stores, social media & chat commerce channels, online market places, etc. (e.g., The customer sees a promotion on any of the onine touchpoints, purchases a product online, and choose between home delivery or in-store pickup for collection.)
5.05🔴
Inventory Levels Management Does the solution help retailers to manage their inventories to ensure efficient operations and meet customer demands across channels (e.g., The solution monitors, organises, and optimises inventory levels such that popular items are always in stock.)
5.06🔴
Customer Loyalty and Retention - Relationship Management Does the solution help retailers manage their relationships with customers and increase customer loyalty? (e.g. The solution captures customer data and segment customers, delivering personalised marketing messages such as discounts on favourite menu items based on past purchase history.)
5.07🔴
Dashboards and reports Can your solution provide dashboards and reporting capabilities to optimise business performance? Dashboard(s): Your digital solution shall have one or more dashboards that provide an at-a-glance overview of key metrics/indicators (recommend at least 4 charts/graphs), with cross-filtering feature*, to help users analyse data and generate insights to make informed decisions through data visualisation. Report(s): Users can monitor product performance across different channels, generate customer reports by sales and demographics, etc *Examples of cross-filtering feature include (1) interactive charts/graphs that allow users to interact with one chart and apply that interaction as a filter to other charts on the dashboard, and vice versa and (2) at least three common filters/slicers applicable to ALL charts/graphs on the same dashboard.
5.08
Supplier Relationship Management Does the solution help retailers to transact with the supplier partners and streamline the ordering process, ensuring that new stock arrives on time? (e.g., Store managers track delivery times and manage incoming consignment inventory.)
5.09🔴
Security Vulnerability Assessment Has your solution undergone a security vulnerability assessment by a qualified third party within the last 12 months? If Yes, please indicate the name of the 3rd party assessor and date of the assessment test in the comment field. Note: [1] Qualified 3rd party include Cybersecurity companies accredited under Accreditation@SGD Programme; CREST-Certified companies or companies with equivalent certifications. Example of equivalent certifications can include, but not limited to: Offensive Security Certified Professional (OSCP); EC-Council Certified Security Analyst (ESCA [V10]); GIAC Penetration Tester (GPEN) and etc. [2] Vendors need to submit vulnerability assessment report (dated maximum 1 year ago from checklist submission date) in the online submission portal. The submission will be rejected if vendors are unable to provide this documentation within 1 month from checklist submission date. [3] Vendors who cannot fulfil point [1] and [2] will be rejected.
5.10🔴
Compliance with Personal Data Protection Requirements Can your solution demonstrate compliance with the following Personal Data Protection requirements? Digital solutions that collect, use, disclose, process or dispose personal data should incorporate features that support the obligations under the Personal Data Protection Act (2020). Please complete the Compliance with the Personal Data Protection Requirements form at https://go.gov.sg/pdp
5.11🔴
Business Data Extraction Can your solution enable SMEs to efficiently extract business data in various discrete formats such as CSV, XLSX, XML, and TSV? List the formats data can be extracted in (e.g., Users can export sales data into CSV format for integration with third-party analytics tools or convert customer records into XLSX for detailed reporting and analysis)
AI features
5.13
GenAI-Powered Customer Responses Does your solution offer natural language processing (NLP) capability for understanding user intent and sentiment, allowing for fast, accurate, and personalized support ? (e.g. An LLM Chatbot answers FAQs and urgent queries such as return policies, delivering relevant information instantly to improve customer satisfaction and drive sales.)
5.14
Personalised Product Recommendations Can your solution recommend personalised product recommendations based on customer behaviour and purchase history? (e.g. Customers are given personalised product recommendations and dynamic pricing offers based on their purchase history and browsing behaviour.)
5.15
Marketing and Customer Segmentation Can your solution segment and create marketing campaigns to target different customer groups? (e.g. The solution optimises marketing campaigns using AI-powered content personalisation to different segments of customers based on purchasing behaviour)
Cybersecurity Compliance - Cyber Esssentials Mark Can your solution demonstrate compliance through your company’s attainment of the CSA Cyber Essentials mark, indicating foundational cybersecurity readiness? If yes, please specify i. The cybersecurity certification the organisation has met ii. The scope of certification within the organisation If no, please indicate your planned timeline to meet this requirement. Note: For more information on Cyber Essentials mark, please refer to https://www.csa.gov.sg/cyber-essentials/
Last updated