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  • Writer's pictureKatie Tame

Too close to home? Why outsourcing clienteling platforms trumps in-house solutions

Updated: Aug 24, 2023

Developing clienteling solutions in-house opposed to using a retail tech platforms has always been a contentious topic within the sphere of commerce. Outsourcing a clienteling solution to amplify your retail brand offers numerous advantages, including cost reduction, revenue growth, enhanced personalization, and more succinct relationship management. As technology continues to evolve, the question of whether to pursue in-house development or outsourcing remains prevalent. Opting for outsourcing retail technology can be regarded as the best long-term solution for several reasons - notably resources, time and expertise. An increasing number of businesses are recognizing how vital a robust clienteling solution is for expansion and growth, and are turning towards platforms like BSPK to help them redefine the client experience. Through the implementation of personalization strategies and omni-channel communication, brands can increase loyalty and retention, and attract new clients en masse. The key is to implement these strategies on a large scale - exactly what clienteling platforms are built to achieve.

Clienteling platforms streamline the process for retail teams by automating email segmentation and campaigns, managing relevant customer data - including preferences that drive clienteling - and offering actionable analytics to improve marketing and sales cycles. Weighing up the cost and return of investment of these platforms is key for deciding whether the solution is worth the money. Whilst it is an added expense, it's essential to recognize the value it brings. Clienteling solutions focus on fostering real relationships with clients, empowering sales teams to curate a retail journey that is sincere and genuine. This level of personalization relies on a human touch - it cannot be easily achieved by simply relying on automated systems. It involves engaging in two-way conversations via multiple channels, recommending products for specific client segments, and delivering an intimate shopping experience that fosters loyalty and commitment to a brand.

Creating an in-house clienteling platform may seem easy but there are several drawbacks to consider. Building good software, as well as maintaining and evolving it, is expensive. Data shows that in-house solutions, even when developed by large organizations with ample resources to spend, are poorly adopted by the sales force. As in everything else, quality of execution matters. 75% of in-house projects fail before they are even completed. In addition building software, does not take into consideration additional expenses - such as hosting, maintenance and evolution. Purchasing a clienteling solution from a dedicated provider who business purpose is to build and evolve the best in class set of features and capabilities not only saves time and headaches, but super-charges your clienteling effort as both sales teams and managers engage.

Outsourcing your clienteling solution is typically more cost-efficient, as clients pay a flat rate for a comprehensive package of features and future updates. Developing and maintaining even a single feature, such as an emailing platform, can be a significant challenge for in-house teams. On the other hand, a robust clienteling solution provides audience segmentation, automated mass email and SMS capabilities, client data insights, and curated product recommendations. Each feature continually improves through insights gained by the development team, enabling the software to debug, enhance, and create new extensions. In order to remain competitive, today's retail brands must act swiftly in their efforts to propel client relationships.

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