Direct-to-Consumer Overview

Building capabilities around Direct-to-Consumer, or D2C, comprising of new age customer facing business model and enabled by state-of-the-art technology ecosystem, is of top priority for every worthwhile business organization today. D2C business model not only helps customer get the desired product in effortless manner it also helps brand owners achieve much anticipated cost optimization, brand awareness and better than ever customer engagement.

ITC Infotech’s D2C service helps brand owners set up new end-to-end integrated D2C process as well as improve existing operations to capitalize on this new marketing trend and achieve business goals.

D2C Ecosystem & Capabilities

Often D2C is thought of solely as e-commerce. But companies approaching D2C in the right way are much more holistic in their approach. A useful framework is Acquire, Convert and Retain, as outlined below. ITCI as an SI provides services along the continuum.


Market Drivers

D2C model presents multiple incentives to the digitally conscious customers interested in buying directly from the manufacturers. The key incentives for consumers include :

Manufacturers have also started realising the advantage of selling through this model. Key benefits from their viewpoint include

Benefits Realised

  • Deeper analytics driven consumer insights based on consumer datapoints captured on D2C platform
  • Increased Consumer Reach and Engagement, Order Volume and Value
  • Enhanced Customer Lifetime Value

  • Cost savings via effective and faster supply chain without intermediaries
  • Near real time Consumer feedback on products and services with fast and effective complain handing and services

  • Fast and direct validation by consumers on New Products, reducing the NPD elapsed time and enhancing probability of new launch success


Speed-to-value Through Integrated D2C Ecosystem

We own end-to-end implementation of the D2C pillars of ecosystem bringing the business benefits higher, faster

CDP + Data and Analytics Driven D2C

Data platform and analytics are at the core of our D2C offering ensuring business growth

Outcome Based Pricing

Payouts linked to the achievement of pre-determined D2C Business and Technology KPIs

Solution Overview

Customer Data Management
  • ​Build a data governance strategy
  • Enable data collection through intelligent automation
  • ​Identify critical data to achieve D2C business goals
Commerce Platform Management
  • Smooth exploration, review, selection & purchasing process
  • Tracking of consumer buying behaviour
  • Transparent & faster return management
Marketing Management
  • Design targeted marketing campaigns​
  • Recommend product innovation through advanced analytics solution
  • Mobile app to create unique user experience
Supply Chain Management
  • Create integrated supply chain network with retailers & distributors
  • Improve forecasting technique & reduce stock out
  • ​Optimise material & logistics management
Customer Service Management
  • Create data driven service improvement structure
  • Improve customer engagement through customised loyalty program design
  • Ensure faster query resolution & grievance redress​


Case Studies

Tackling online university's website accessibility and WCAG compliance issue
Tackling online university’s website accessibility & WCAG compliance issue

The client is a leading for-profit private online university that offers...

Building a D2C ecosystem for a leading FMCG conglomerate

Delivering digitally-driven marketing across the D2C ecosystem for a leading FMCG…

Digitization journey to enable Digital Pharmacy

Third largest Pharma chain in the UK with over 760 pharmacies wanted to enhance…

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