The advent of technology and digital transformations have enabled the connection between customers and the product through different channels, such as offline and online. Over the last decade, companies have been challenged to deliver a consistent and uniform experience to consumers through these channels. This phenomenon is called omnichannel. To that extent, the primary challenge faced by companies in implementing this practice is to identify the factors involved in its development. This corresponds to the diversity of research lines that pose different challenges to implement effective tools to examine channel performance. The purpose of this article is to implement an omnichannel maturity model by incorporating the most salient elements. For such reason, a tool was used to classify Colombian companies from different economic fields in terms of maturity. This is related to the performance of the following lines of action: omnichannel strategy, omnichannel logistics, digitalization and customer service. In that sense, Colombian companies are at a maturity level II; This was motivated due to the digital transformations presented during the COVID-19 pandemic. In short, this model enables companies to evaluate their performance and identify the fields or areas where they need to articulate their efforts in order to optimize the experience between the customer and the operating channels in a cohesive and satisfactory way.
