Omnichannel Experience

Sonepar’s omnichannel experience is built around how customers actually work.

Powered by AI and trusted data, it combines digital platform, physical locations, and expert teams into one consistent and continuous journey, helping customers save time, make better decisions, and secure their supply every day.

What omnichannel experience means at Sonepar

Sonepar’s omnichannel experience connects all customer touchpoints - eCommerce platform, Mobile App, Sales teams, branches and logistics - into one synchronized journey.

The journey is designed around each customer’s workflow, putting their daily reality at the center of every interaction.

Customers can search, order, collect, return, or get support through the channel that best fits their needs, without losing information or continuity.

The same approach applies to Sonepar sales teams. Solutions and experience are shaped around their day-to-day work, simplifying routine tasks and freeing up more time for customer relationships.

Omnichannel orchestration

Omnichannel orchestration at Sonepar ensures that product availability, pricing, orders and services remain aligned across channels, supporting smooth interactions between customers and sales teams at every step. Key benefits:

Trustworthy information across every channel.
Faster access to products, services, ordering and support.
Improved visibility and control over stocks, accounts, orders and deliveries.
More confidence in planning, with availability and delivery dates customers can count on.
More time for value creation, less on administrative tasks.
A consistent experience across Sonepar companies and brands.

How AI and data support the omnichannel experience

Sonepar uses AI to turn trusted business data into practical services that support daily operations, purchasing, and supply planning. These capabilities are deployed progressively across Sonepar Companies.

What we mean by business data and AI:

Business data

Business data refers to structured business information such as product details, prices, stock levels, orders, returns, and delivery times, collected across channels and systems.

Artificial intelligence (AI)

Artificial intelligence (AI) uses this information to support decisions, anticipate needs and automate selected processes - delivering greater accuracy, speed and relevance for Customers and Sonepar Associates.

How AI improves customer experience

At Sonepar, AI is designed to support and strengthen Customers and Sonepar Associates expertise. It surfaces the right information at the right time while choices on products, orders and stock stay with our customers and expert teams.

Smarter product discovery and recommendations

AI helps customers find relevant products faster by suggesting alternatives, compatible items, and frequently purchased combinations based on real usage patterns.

Better stock visibility and forecast

AI models anticipate stock needs.

Supply chain automation

AI is being introduced into selected supply chain processes, complementing existing rule-based automation. Customers benefit from more reliable deliveries and improved lead times.

A customer-centric approach

Every solution and enhancement starts with a customer or associate need.
Technology, AI and data serve people, amplifying expertise and making everyday work easier for everyone.

The Digital Factory unites the expertise behind Sonepar’s transformation

A team of business experts, developers, architects, data specialists, product managers, product owners and change managers working across the globe to analyse, design, build, deploy and improve Spark, Sonepar’s omnichannel platform and its data intelligence platform.

By operating as one integrated team across countries, the Digital Factory raises the standards of B2B experience for Sonepar customers – delivering services that are consistent across markets, adapted to local needs and continuously evolving.

Its mission is to enhance Spark, ensuring scalability, speed of deployment, security, compliance and local adaptability for Sonepar brands worldwide.

Created in 2020, the Digital Factory is central to how Sonepar serves its customers today.

Data protection and cybersecurity

Protecting customer and business information is a priority across all digital channels. Sonepar applies cybersecurity and data protection measures, supported by dedicated teams and continuous improvement processes.

Certifications and standards:

ISO27001 or equivalent
GDPR compliance measures
Regular security audits and monitoring

FAQ about the role of AI in Sonepar's omnichannel platform

AI within our omnichannel platform supports product recommendations, demand forecasting, and process automation. Its role is to make interactions faster, more relevant, and more reliable, while keeping customers in control of their choices.

Does AI replace human expertise?

No. AI is built to support human, not replace them. It handles the data-heavy tasks so our sales teams and experts can spend more time providing expertise and services to our customers and develop business.

Is AI available everywhere?

We are currently in a progressive rollout phase. These AI-powered features are being deployed across our global network step by step, ensuring Sonepar companies can offer the best possible customer experience.

What are the main benefits of AI for customers?

The main goal is a better experience. This includes personalized product recommendations, more accurate stock forecasting to help ensure better availability of the products you need, and faster, more efficient service across all channels.

Is my business data kept confidential when AI is used?

Yes. Protecting business information is the priority. AI runs within a secure, controlled environment that keep business details confidential, in line with strict global standards.