American Home Depot has invested quite a lot to get better omnichannel results. Logistic and technical improvements have to result in an improved customer satisfaction.
"Store in a pocket"
Home Depot has deployed Rapid Deployment Centers in the past few years, enabling faster product shipments all across the United States, with additional investments in improved store and customer deliveries.
To increase online sales, the company invested a lot of time and effort into the basic functionality of its website, its mobile version of the site and its app. The mobile website is described as "a store in a pocket": "We have made significant progress over the past 18 months, but the process will never end, the ongoing objectives to keep improving the ease of use, personalization and connectedness of our online experience", senior vice president Ted Decker said.
Home Depot wants consumers to have an identical shopping experience, whether they are online or in the offline store. "We are creating a technology platform that will support a seamless customer experience whether shopping online or in store."