a successful commerce case study the … · a successful commerce case study-the wiggle way ......

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A SUCCESSFUL COMMERCE CASE STUDY - THE WIGGLE WAY

OLR AND e2x CAPABILITIES WITHIN THE ORACLE RETAIL SOLUTION LANDSCAPE

WIGGLE: QUICK CONTEXT

WE’RE A TRUE FAIRY-TALE GARAGE “START-UP”; FOUNDED 8 YEARS AGO

3 X CO-FOUNDERS; THEN VC AND NOW PE OWNED

INITIAL FOCUS ON CYCLING, BUT EXPANDED TO INCLUDE SWIM & RUN

ACQUISITION OF CHAIN REACTION CYCLES (CRC) MAKES IT THE LARGEST ECOMMERCE PLAYER SPECIALISING IN THE BIKE-SWIM-RUN SECTOR

£400M REVENUE WITH STRONG EBITDA, SELLING IN 74 COUNTRIES

WIGGLE WENT LIVE IN OCTOBER 2016, CRC INTEGRATION CURRENTLY IN PROGRESS

INTRODUCTIONINTRODUCTION TO OLR, e2x AND THE ORACLE SOLUTION

CONTENTS

o Introduction

o Wiggle Case Study

o How did Wiggle get there

o Introducing the OLR Buyers Workbook

o About OLR

OLR and e2x combine into a specialized Oracle Merchandising, Stores and Commerce Systems Integrator. We have been highly successful providing exceptional, individualized service to our customers for over nineteen years.

The purpose of this case study is to provide a detailed view of the Wiggle journey into their full digital transformation by leveraging the Oracle Retail suite of applications. This successful transformation has enabled Wiggle’s short term as well as long term global growth in addition accomplishing their objective of having end-to-end visibility from planning and commitment to purchase order creation. This initiative took fifteen months to accomplish.

OLR-e2x is the world's largest yet most nimble specialist Oracle Retail focused partners that delivers across the entire portfolio. We continue to achieve success and further solidify our market position through the people we chose to work alongside, our domain expertise and the extreme passion we all carry for our work. We have delivered successfully for retailers just like yourself for almost 20 years.

If you would like more information about the Wiggle journey, or the OLR and e2x service offerings, feel free call or email us. We look forward to hearing from you!

Grant Wright, VP Market Insight & StrategyM +1 905 399 3242, [email protected]

Sherry Kendzejeski, VP Merchandising and Planning Sales and SolutionsM +949 500 3995, [email protected]

3In Commercial Confidence – Do Not Distribute

© 2017 OLR-e2x. All Rights Reserved.

WIGGLE CASE STUDY

CHANGING THE PACE

Facing critical scalability issues, Jeff Wollen – the Wiggle CIO, turned to

Oracle Retail software solutions to support Wiggle’s transformation from

UK entrepreneurial start-up to a fully-fledged global online retailer.

o Ambitious Owners & Clear Direction

o Need to Build a Platform for “Hyper-Growth”

o Burning Platform of “Legacy” Technology

o Speed of Execution

o Staying Agile

o Leveraging Expertise & R&D Investments

o End-Game & Driving Enterprise Valuation

Stock Efficiency

o Cross Functional Top Down / Bottom Up reconciled plans and forecasts

o Improved consistency and efficiency in Product Attribution

o Improved Order Management and compliance

Supplier Management

o Enriched information to support Supplier Compliance

o Accurate & efficient Invoice Matching

Price Management

o Markdown & promotional management by color

o SKU Level Pricing & Promotions

o System Driven Price Changes

o Automated Price Changes

o Country / Region Level Pricing

Cost Management

o Accurate Single view of Cost

o Accurate recording and maintenance of cost components (Margin Calc)

o Improved Analytics of cost components

SUPPLIER / CATALOGUE JOURNEY

PRODUCT JOURNEY

CUSTOMER JOURNEY

SUPPORTING FUNCTIONS

Manage Invoice & Payments Revenue Recognition Manage Fixed Assets Record & Report

Supplier Performance Evaluate suppliers to improve buying leverage & product mix

Purchase Orders

Purchase Orders are autogenerated & sent electronically

Population

Addressable Market

DATA TALENT TECHNOLOGY

Wiggle CatalogueRight Product, Price,

Availability, Cost and Promotions

Customer Delivery Customers informed of order status from

checkout to delivery

Checkout / ReturnA checkout results in creating a

sale or potentially a return

CRITICAL SUCCESS FACTORS

A SIMPLE BUSINESS MODEL THAT SCALES EFFICIENTLY…

… AND HENCE BECOMES THE INDUSTRY CONSOLIDATION ENGINE!

THE WIGGLE ORACLE RETAIL JOURNEY: BENEFITS?



WIGGLE CASE STUDY

HOW DID OLR CONSULTANCY SERVICES AND MARKET-LEADING ACCELERATORS HELP?

o Wiggle selected OLR as the Oracle Retail Implementation Specialists based on their track record &

collaborative approach allowing Wiggle to leverage their combined experience, methodology and Oracle

Partnerships and allowing Wiggle to engage with this partnership as a single virtual team.

o OLR delivered Oracle Retail Merchandising and Planning in fifteen months for Wiggle (from High-Level

Design to full Cut-Over). This was possible due in large part to a highly-refined methodology and a host of

accelerators which allow the consulting firm to rapidly stand-up retail specific solutions in a thoughtful, and

planned manner.

To grow from $200 million to $400 million in

revenue, we have changed the way that we

invest in and use IT. The Oracle platform scales

optimally to support our near and long-term

growth objectives, while changing the way that

we work and how we drive performance across

categories and market segments.

Jeff Wollen, Wiggle CIO

From the very beginning, OLR’s commitment to the success of our project was evidenced through

their dedication and thoroughness—to put it quite

simply, OLR is the industry’s safest pair of hands.

They understand the business of retail, and bring

the right people, who know the right questions to

ask to cut to the heart of an issue. We didn’t have time to slow down during this project, and OLR set

a very fast pace of delivery!”

Jeff Wollen, Wiggle CIO

o A key enabler to realizing benefit to this program was the implementation of OLR’s Buyer’s Workbook,

streamlining the buying process and providing end-to-end visibility from planning and commitment to

purchase order creation by:

o Personalizing the Oracle Retail solution to a Wiggle Product Set-up and Buying workflow.

o Enhancing the User Experience through workflows built on the capabilities of Oracle Retail (and reducing change management effort)

o Allowing beneficial enhancements without the need to modify Oracle Retail (protecting the upgrade path) Providing visibility to placeholder, committed and ordered quantities before orders are ultimately approved.

o Supports mass upload of supplier provided data without the need for spreadsheet front-end development

o Provide end-to-end visibility by offering a controlled workflow for the entire streamlined buying process

o Uploads to support price scraping in a massively efficient manner

How did Wiggle get there

Identify the problem

Select the leading software vendor

Chose the best implementation partner

Leverage the partner’s methodology, accelerators and tools



RETAILERS ARE FACING SIGNIFICANT CHALLENGES IN A CHANGING ENVIRONMENT

KEY DRIVERS OF SUPPLY CHAIN CHALLENGES CUSTOMER DEMANDS ARE INCREASING

o Rising labor costs and a shortage of talento Rising return and repair costs on smart deviceso Fast technology obsolescenceo Increasing inventory costs with high value devices and

network equipment

CostContainment

o Multi and Omni channel operationo Shrinking product life cycleso Digital technologies enabling a digital supply networko Complex devices = extended repair timeso Store/Call - center employees incentivized by channel

sales rather than customer satisfaction

Complexity

o Environmental & social concernso On demand consumers who make their thoughts known

on social networkso Information security concernso Fulfillment and network availability as a competitive

advantageo Higher levels of buyer remorse / or ‘accidental’ buying

StakeholderDemands

o Availability across channelso Wide delivery & collection networkso Real time order status visibility to all

Buy anywhere, collect anywhere, return anywhere

o Responsive & flexible supply chains network for consumer and network

“The products and services I desire are available when I need them”

o Highly relevant, flexible and personalised service strategy

Fast and personalized service

o Secured supply chaino Supply chain sustainability

“I expect my information to be safeguarded, and companies to reduce their environmental impact”

o Increased supply chain efficiencyo Improved products & service cost

structures

Low or non-existent delivery costs (29% online shoppers opt out due to high delivery costs)

If you are experiencing some of the challenges detailed below, or have the same drivers as Wiggle, there is no better time to review your current solutions and strategize which will enable your business to deliver against the increasing customer demand

Identify the problem



ORACLE RETAIL OVERVIEW

The Oracle Retail Suite not only enables the strong business performance that allows retailers to grow, it removes the constraints for growth so often found in legacy retail solutions. The robust functionality and highly scalable architecture provides the platform to support retail growth through the addition of new formats, business models, product assortments and channels.

Achieve Profitable Growth for Retail:o Improve inventory accuracy and availability

o Set a competitive, pricing strategy

o Align execution with plans

o Unmatched scalability and functionality

o Master data management

o Maintain visibility and control of order

o Tracking throughout the order lifecycle

o Comprehensive cost tracking

o Centralized inventory management

o Retail stock ledger

o Common forecast platform to drive all down stream business processes

o Real time personalized operational reporting designed for end users

Increase in Productivity

through streamlined &

integrated processes

80%Reduction on Item

Setup Screens

90%Reduction in PO

Approval Process

60%Reduction in Invoice

Matching Time

80%

100,000Research &

Development Days

10New Cloud Services

Available

>200Customer provided Input

>10Trusted Partners

Leveraged

ANTICIPATE SIMPLIFY INSPIRE

Achieving a single view of daily operations, gives retailers the assurance to plan more proactively, as well as increase confidence in the customer relationships. The greater transparency enables the businesses to make better-informed decisions about pricing, range, assortment, fulfillment, and growth while dramatically improving customer satisfaction. Within the Merchandise Operations Management suite, the Retail Merchandising System (RMS) is the backbone of inventory visibility, providing a single source of the truth for numbers to the stores, online channels, and the entire supply chain. This is a two-way mechanism in which Oracle Retail Merchandising (RMS) processes the volume of updates coming in from stores, warehouses, suppliers, etc.

The Oracle Retail Suite’s modular architecture enables retailers to structure the implementation to target business priorities and drive the most value that meet your individual business and strategic objectives.

A PLATFORM FOR GROWTH

FLEXIBLE, VALUE-DRIVEN IMPLEMENTATION APPROACH

SOLID FOUNDATION FOR COMMERCE ANYWHERE

Select the Vendor



The new era for retail technology has

been a struggle for many retailers of all

sizes who are besieged with challenges

as they seek to meet the demands of

massive operational complexity.

We’re here to take the pain away, inspire and get retailers back on track in the

approach they take to technology, system

implementation, configuration and

design as well as the overarching vision,

strategy and execution model to true

value realization.

The OLR and e2x Merger

In Commercial Confidence – Do Not Distribute © OLR 2017

ORACLE RETAIL PARTNERS MERGE TO CREATE NEW GLOBAL FORCE FOR RETAIL TRANSFORMATION,

INTEGRATION AND END-TO-END OMNICHANNEL SOLUTION DELIVERY

14 December, 2016 — Two leading international Oracle Retail partners, OLR and e2x, are merging to form the world’s largest independent Oracle Retail integrator offering solutions which span the front, middle and back office to address and simplify the challenges inherent in an omnichannel world.

About e2x - Quality Expert Delivery

Founded in 2001 e2x has built Oracle Commerce solutions on every version released. Their team of exceptionally experienced technologists are dedicated to the successful deployment, modification and ongoing platform optimization of Oracle Commerce solutions. e2x has two offices, in London and Singapore, but focuses the majority of its development effort in London. This concentration of resource ensures a world leading knowledge base is available to an ever expanding client base.

About OLR - Quality Delivered

As an employer of choice in the global Oracle Retail community, OLR are powered by positive people who have the talent and retail industry experience to safely take our clients into an empowered commerce world. Since 1998, OLR has optimized leading retailers all over the world. Combining the latest technology with unparalleled retail industry knowledge of merchandising, planning, POS, Commerce and finance both on premise and in the cloud, OLR provide high quality services and Oracle-centric solutions. The collective OLR knowledge and experience across retail has given the team a thorough understanding of industry specific challenges and how to address them, adding significant measurable value for businesses and customers.

James Spalding CEO, OLR Group

THE OLR AND e2x MERGER Chose the partner



The OLR Service Portfolio

In Commercial Confidence – Do Not Distribute © OLR 2017

PLANNING & OPTIMIZATION

o Merchandise Financial Planning

o Assortment Planningo Item Planningo Macro Space Managemento Size Profile Optimizationo Macro Space Optimization

CORE MERCHANDISING& SUPPLY CHAIN

o Merchandising Systemo Trade Managemento Allocationo Retail Price Managemento Sales Audito Invoice Matcho Demand Forecastingo Replenishment Optimizationo Advanced Inventory Planningo Warehouse Management

STORE OPERATION & POINT OF SERVICE

o Commerceo Customer Engagemento Point of Serviceo Order Managemento Order Brokero Store Inventory Management

LOSS PREVENTION &INSIGHTS

o XBRi Loss Preventiono Customer Decision Tree and

Demand Transferenceo Market Basket Insightso Merchandising Insightso Customer Insightso Assortment & Space

Optimization

CONSULTINGEXPERIENCE

PRODUCTACCELERATORS

50+12+

CLOUDPEDIGREE

10

GLOBALREACH

MANAGEDSERVICES

40+

FINANCIALS & BACK OFFICE

o E Business Suiteo Real-Time Store Performance

Insightso Customer Relationship

Managemento Service Managemento Financial Managemento Human Capital Managemento Advanced Procuremento Supply Chain Management

LARGEST

THE OLR e2x SERVICE & SOLUTION PORTFOLIO – WE ARE THE COMPLETE OMNI-CHANNEL PROVIDER Chose the partner

years average consulting experience

product accelerators created production support customersOracle Retail Cloud

Advisory practice in industryglobal delivery

centers of excellence

End-to-end Oracle Retail Centric Solutions for Digital Commerce, Point of Service, Planning, Merchandising, Loss Prevention & Insights and Back Office Financials



THE OLR AND e2x VALUE PROPOSITION

Finally…we strive to understand the cultural, technical and business environment, and have a proven track record of delivering complex solutions in the market on time and on budget

Successful delivery of your retail solution requires more than just implementation of an IT system.

OLR has the relevant experience of delivering an integrated set of

capabilities across the business and including Business Integration; Change Management and managing

the Service Operations.

OLR has extensive experience in Unified Commerce at other similar on-line only or heavily commerce

focused organizations runningcomplex Retail, Supply Chain and Software Transformation projects and we have a deep knowledge of

Oracle talent, technology and delivery capabilities.

So what…Our experience will help you deliver

the business case and get onto a cost effective, market leading

solution

OLR will ensure the right experts from OLR & Oracle are on the

project, including a commitment to bring global Governance and Offshore Development for the

required durations. We will always maintain the right amount and right

kind of onshore coverage, whilst using our strong offshore delivery centers as appropriate to lower

delivery costs.

So what…We are proposing the team that will deliver the program, they will work

with you at pace to drive the required implementation

We will work collaboratively with you and take accountability for results. Our experience tells us that we will

only deliver successfully if we leverage the right partnership. We have the most recent Oracle Retail

Deployment experience in the industry and are acutely attuned to the strengths and limitations and

how to navigate the Oracle ecosystem

So what…We will earn trusted advisor status and collaborate with all partners to ensure we bring the best and help

you to build the required capabilities

OLR will collaborate to provide an agreeable commercial model that meets your IT spend and project

timelines to ensure the right set of objectives across the organization.

So what…We will work with you to confirm a

commercial model that incentivises the right delivery and

value behaviours

We have the right end-to-end capabilities to deliver...

with the relevant experience…

and the right people…

working collaboratively & building partnerships…

within a commercial framework to drive the right

behaviours.

Enable Unified Commerce and enhance customer experience

Reduce cost to serveFuse the Best Capabilities

from OLR & Oracle to Underwrite Program Success

Simplify and Create Next Generation Technical

Capability

Enable the right organizational outcomes

So what…We have the capabilities to help deliver a market leading Oracle

Retail Merchandising SaaS solution across all dimensions

of change

Chose the partner

Our Capabilities, Experience & People will Deliver a collaborative Business Integration Partner that will deliver value and outcomes, on time and on budget to deliver value and outcomes you desire …


© 2017 OLR-e2x. All Rights Reserved.In Commercial Confidence – Do Not Distribute © OLR 2017

THE OLR AND e2x APPROACH

We are Retail. We focus solely on the

Oracle stack of applications for

planning, merchandising, store systems, financials and

commerce, delivering successful

solutions for global clients over and

over again

A small team who possess the prerequisite

industry experience, skills

and track record far exceeds the output

and cost efficiencies of a

loaded team of non domain sourced

resources.

Not only have we been focused on

Oracle solutions for over eighteen years.

On average our team brings twelve years of domain-

specific experienceas well as product-specific support accelerators in

order to optimize quality, scalability

and price.

Ultimately, any program of work

measures success and failure

determined by the net financial,

operational and human efficiency

gains delivered. We are acutely aware of

the need for measurable ROI.

We have been a leader in the Oracle Retail space since our inception. We

are able to build on our strong pedigree year after year by providing ongoing

market and product insights to our

customers.

Relationships are everything to us.

Our solutions evolve through

collaborative, cross functional client

and our teams. We focus on adaptive

planning and development, early

delivery, continuous

improvement, and encourage rapid

and flexible response to change.

We are not a giant consulting firm with multiple

business lines. We only work in the

Oracle Retail ecosystem, and as such, can’t afford

to have “failed projects” that

would impact our reputation and impede further success. Every client matters.

We believe strongly in empowering our

customers to always do what is

best for their business, not ours. We always are as

flexible as possible with our customers,

encouraging ongoing service size

adjustments and allowing service exit if needed in

addition to a number of ways to

commercially contract.

ON TIME, & RIGHT

THE FIRST TIME

RIGHT

SIZED TEAM

PRACTICAL

EXPERIENCE

ROI

FOCUSED

A TRUE FOCUS ON

INNOVATION

FEWER CLIENTS,

MORE ATTENTION

FAILURE

IS NOT AN OPTION

CLIENT-FIRST

COMMERCIALS

Chose the partner

What characterizes the OLR and e2x approach and what do we believe qualifies us to be your innovation, implementation and support partner for years to come



THE BUYER'S WORKBOOK ACCELERATOR – WHAT IS IT?THE OLR BUYER‘S WORKBOOK ACCELERATOR

OLR’s Buyers Workbook is builton top of our market-leadingOracle Retail Merchandisingsuite. Based on feedback fromcustomers within our retailcommunity, it is intended tohelp fashion retailers morequickly unlock the value of the

The OLR accelerator is the first and only Oracle RetailGlobal Business Unit advocated offer that delivers realbusiness benefit to retailers looking to streamline theirItem, Order and Distribution processes. LeveragingOracle’s roadmap technology – it enables retailers to spendless time on execution and more time on planning andmanaging key performance indicators that deliver thebottom line.

merchandising solution. The OLR Buyers Workbook isbased on our latest ADF technology framework, and as acomplementary solution, preserves the upgrade path forour customers.

Jeff Warren, Vice President of Solution Managementand Strategy, Oracle Retail.

Leverage the Toolsets

AT THE

MARKET

ALONG THE

RUNWAY

OR ON

THE ROAD

Buyer’s Workbook

Order Management

Product Management

Order Workflow & Approval

Order Commitment

Product Creation

BWB Dashboard

o Order download for analysis

& collaboration with Suppliers

o Creation of multiple delivery-

o drops while managing a single

order & quantity

o Dimensions maintained

centrally by Logistics

o Price Uploader User

Interface

o Assign pre-bought EANs to

company branded products

o Enhanced Approval Rules with

workflow

o Direct Spreadsheet PO upload

for large orders

• Profile based Insights-led task

list

• Completion progress and status

at a glance

o Workflow enabled

Approval

o Direct Spreadsheet

upload for mass

insertion and updates

o Minimal information needed

to provide valuable

Commitment data

o Information can be shared

across Suppliers, up and

down-stream systems

KEY FEATURES

OLR have invested

over 3000

days in development

and testing

OLR have used Oracle’s ADF technology,

so it looks, feels,

and operates like V16

OLR have focused on

User Experience,

workflow management,

streamlining key business

processes and managing

by exception

OLR INVESTMENT

USER EXPERIENCEORACLE ADVOCACY

The Buyer’s Workbook dramatically improves speed to market through business behavior optimization. OLR’s accelerator streamlines key business processes so merchandisers can create items, purchase orders, and initial allocations; all from a single workbook.



A PROVEN HERITAGE FOCUSED ON ORACLE RETAIL AND BUILT ON DELIVERING QUALITY AND VALUE

VERTICAL PLATFORM

Merchandising Supply Chain & Brand Compliance On Premise

Planning & Optimization Loss Prevention & Insights Hosted

Stores Commerce Cloud

Application Managed Support Financials

First Oracle Partner to implement clients on V13, V14 & V15 globally

First Oracle Retail Merchandising “.. As a Service”Implementation with MoM V15 and Financials in the cloud

Clients upgraded by OLR

OLR Buyer’s Workbook

V12

V12

V12

V12

V11

V13

V13

V13

V13

V13

2007 2008 2009 2010 2011 2012 2013 2014 2015 2016

V13

V9

V15

V14

V12

2017

V15

V13

V13

V13

V13

V13

V13

V13

V13

V13

V13

V13

V13

V13

V14

V14

V14V14

V15 V15

V14

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V15V15 V15

V13

V14

V15

V15

V10

V16

V10

V16

V6.5

V16

V10

V6.5

V16

V14

a successful commerce case study the … · a successful commerce case study-the wiggle way ......

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