# What is Omnichannel?

What is Omnichannel? Integrated management of all sales channels as one unit. Inventory, history, and messaging are synchronized.

## How it works in practice

Omnichannel is different from multichannel. A customer adds to cart on mobile, finishes on desktop, and returns in-store — all synced.

## Related metrics

- POS — a physical touchpoint
- OMS — unifies channels
- Multichannel — the predecessor
- Customer Data — omnichannel requires centralized customer data

## Common misconception

'Omnichannel means being everywhere.' Two synchronized channels beat five disconnected ones.

## How to fix it

Inconsistent experience? (1) is inventory synced? (2) can you return online purchases in-store and vice versa? (3) is there a central CRM?

## Real-world example

A clothing chain: chat agents couldn't see online orders. Connecting to a CRM let agents see full history. NPS rose 18 points.

## Where to start

Omnichannel step 1: inventory. Step 2: campaign sync. Step 3: real-time personalization.

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Category: Operations · From the [Jimmy OS KPI Glossary](https://jimmy-os.com/glossary/kpi.md) · Source page: https://jimmy-os.com/glossary/kpi/omnichannel