Efficient Omnichannel Processes Even in B2B Business

DIY Retailer for B2B & B2C

DIY Retailer Relies on aroma®

Seamless Omnichannel processes are indispensable in the DIY and construction industry. Especially in this industry, the state of emergency in 2020 has made it clear: rapidly increasing sales are good for the industry, but also bad if there is no scalable IT solution in place.  Short-term implementation of new processes (like curbside pickup) and high-level customer service (as orders increase) are unthinkable. Learn here how our DIY customer efficiently set up its IT architecture with the aroma® Order Management System.

Customer Benefits

More services for customers, such as Click & Collect, Click & Reserve, in-store returns, etc.
Easy introduction of further Omnichannel processes
Central view of customer histories
Quick and easy connection of suppliers - even internationally
Increasing sales through more customer services

Project Overview

Initial Situation

A DIY retailer, which also supplies business customers, did not have the option of integrating its own stores into the e-commerce business. As a result, business customers who are often traveling were not able to order products online and pick them up at the store. A specially developed IT solution did not bring the desired success. The company was looking for a solution that could map complex Omnichannel processes and could be well integrated into the existing IT architecture.


The goal was to be able to offer more customer services with the right solution - and to do this so efficiently that margins continue to rise. Processes such as Click & Collect, Click & Reserve, Ship-from-Store and Pick-in-Store were intended to enable customers to order the products they want quickly and easily.


The DIY retailer was provided with an efficient Omnichannel solution - the aroma® Order Management System: The In-Store, Customer Service and Dropshipper modules enable the processes to be introduced. The In-Store module enables the integration of the international stores so that customers can order products online and pick them up in the DIY store. The Customer Service module provides a transparent view of customer data and order histories, and the Dropshipper module enables suppliers to be integrated quickly and easily.Eine effiziente Omnichannel-Lösung bekam der DIY-Händler mit dem Order Management System aroma®: Die Module In-Store, Customer Service und Dropshipper ermöglichen die Einführung der Prozesse. Das In-Store-Modul ermöglicht die Integration der internationalen Filialen, so dass Kunden bspw. online Produkte bestellen und sie im Baumarkt abholen können. Das Customer Service-Modul sogt für einen transparenten Blick auf Kundendaten und Bestellhistorien und das Dropshipper-Modul ermöglicht eine schnelle und einfache Integration von Lieferanten.

About the Customer

> 4500
> 760 Mio. Euro
> 100

Combinable with Other Omnichannel Services

Omni-Channel with the Arvato Order Management Solution aroma®

A consistent Omni-Channel strategy for shopping without limits with aroma®.

Your Contact for Omnichannel Solutions

Dr. Nasser Kaspari
Expert for eCommerce