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The Evolution of RetailMoving closer to your customers and increasing profitability with urban networks

Close to the customer with omni-channel retail From a technological perspective, omni-channel fulfillment is the supreme discipline in logistics. In addition to the large, high-performance fulfillment centers that efficiently supply several countries, smart solutions are gaining importance,especially in urban areas. Here it is particularly important to create agile logistics networks that intelligently link goods flows, people, processes, and information, mainly to tackle the challenges of the final mile This gives rise to new synergies and economic advantages, as well as new experiences for your customers. We call this new approach New Urban Logistics.

Our mission is to provide retailers around the world access to the latest technologies, so they can achieve long-term successin the dynamic retail sector.Gerald HoferCEOKNAPP AG

of customers are unlikely or extremely unlikely to visit a store if they cannot check online whether

goods are . (Forrester)

of customers start a purchase on one device and finish it on another.

(Think with Google)

of all millennials expect a harmonious brand experience. In-store, online,

and on a smartphone (SDL)

of adults prefer to communicate with companies digitally

(MarketingSherpa)

Today, the happy customer is an omnichannel customer

Retail is currently faced with squaring the circle, as the saying goes. In-store shopping is becoming less and less attractive for customers. How do you personally connect with customers who exclusively spend their time surfing in online shops and market places, and on social media? At the same time, rents and operating costs for retail spaces are rising. But online retail has its problems too: it‘s true,business is booming, but online retail has not really put the power to the ground on the final mile. What you are often left with is dissatisfied customers and a load of returns that cost you money and need processing. Whether selling online or running a store, today‘s retailershave a question to answer: How do I reach my customers? Intelligent omni-channel solutions put online and offline in the same bracket.

Omni-channel is the new standard of interaction with the customer.

making complexity simplemaking complexity simple

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Convenience

Easy, convenient shopping

Variety

An extensive choice of goods

Experience

Individually tailored shopping experiences –

end-to-end online and offline

Speed

Select goods and services when and

where you like.

4 important factors for success in omni-channel retail

K.I.S.S. Keep it Simple and Seamless

The impact of the global COVID-19 pandemic is especially noticeable in the retail business. Lockdowns and many stores having to close at least partially, has meant that many new consumer groups have discovered the world of online shopping. And they have realized: it is really easy. So, in future, they will increasingly be shoppingonline.

The COVID-19 effect

New sectors such as food retail or DIY have also registered a sharp rise in online sales. New omnichannel services have quickly integrated into our new daily lives:

Contactless payment Virtual consultation

Social commerceCurbside Pick-up

Click and reserveHome delivery

ConvenienceMicro fulfillment: efficiency boost for the final mileFrom last mile to fast mile – micro fulfillment makes it possible. A micro fulfillment center (MFC) is an automated mini-warehouse that is connected to an existing store. This means the micro-fulfillment center uses the existing store infrastructure to handle online orders quickly and cost-effectively. The customer order is handled in a nearby MFC.A mere 30 minutes after the order is placed, the desiredgoods are ready: either for collection by curbside pick-up, or for fast and environmentally friendly delivery by cycle courier, for example. Stock in store is also housed space-effectively in the automated warehouse – so what is available is always in view.

Experience and variety The online shop you can go inside Different reasons motivate a customer to visit a store. Some customers know exactly what they want and want to find the desired article quickly and easily. Others look for competent technical advice, a good selection, and the chance to compare. Project RetailCX combines both these needs into a single solution: The online shop you can go inside. As an in-store system, Project RetailCX comprises an automated mini-warehouse with robots and a fully integrated digitalization solution. The goods are stored, theft-proof, inside the automated miniature warehouse: space savings of 40-70 percent are possible. Customers use touch screens to browse through the goods on offer, choose their products, pay at an online terminal, and receive their goods immediately. Digital signage, cross-selling, contactless payment, or shopping 24/7 can also be implemented. Project RetailCX takes the pressure off employees, and there is more time for helping customers. There are also some exciting applications: as an eye-catcher for product presentation, as a pop-up store in a parking lot, or as a dark store for nano-fulfillment. Project RetailCX combines the best of online shopping and in-store shopping: customers benefit from more choice and faster payment. They can take advice, try out the goods, and leave with their purchases.

SpeedOptimizing goods flow and costs It wasn‘t that long ago that you knew exactly what the next daywould be like: dispatch routes were planned in waves and theroutes for delivery to the stores were fixed. Now it is all ratherdifferent. Because in the omni-channel network, requirements are constantly changing: New online orders come in, there are always other recipients to supply, and new service levels, such as same day delivery or individual delivery times, are being requested.

Software keeps track of everythingTo guarantee this high quality of delivery, these retailers are increasingly handling things themselves. Efficient omni-channel fulfillment requires intelligent and integrated planning in the warehouse and on the street. This is the job of KiSoft,with its warehouse management and transport managementfunctions. The software checks the resources available in the warehouse and on the street and creates dynamic route planning. KiSoft also regularly checks the status of theroute and adjusts if required: for optimal resource planning, and higher efficiency. The environment and society also benefit – thanks to intelligent route planning, it is possible to save important mileage allowances, traffic volume, and time.

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