learn how to create a seamless omni-channel retail experience

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Learn How to Create a Seamless Omni-channel Retail Experience facebook.com/perficient twitter.com/Perficient linkedin.com/company/perficient

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The smarter consumer is redefining the shopping experience. Are you prepared? A personalized shopping experience includes the ability to deliver a seamless omni-channel experience where the consumer can interact with your brand via any combination of channels. It ensures that all back-end systems are integrated and able to share information about the customer’s brand interactions regardless of the channels involved. Join us as Perficient’s industry experts share how they work with large retailers to deliver an end-to-end solution that streamlines operations and increases capabilities utilizing IBM’s Sterling Order Management software. We'll look at real customer implementation stories and hold an interactive Q&A to show how your organization can achieve a seamless omni-channel experience.

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Page 1: Learn How to Create a Seamless Omni-Channel Retail Experience

Learn How to Create a Seamless Omni-channel Retail Experience

facebook.com/perficient twitter.com/Perficientlinkedin.com/company/perficient

Page 2: Learn How to Create a Seamless Omni-Channel Retail Experience

Perficient is a leading information technology consulting firm serving clients throughout

North America.

We help clients implement business-driven technology solutions that integrate business

processes, improve worker productivity, increase customer loyalty and create a more agile

enterprise to better respond to new business opportunities.

About Perficient

Page 3: Learn How to Create a Seamless Omni-Channel Retail Experience

• Founded in 1997

• Public, NASDAQ: PRFT

• 2013 revenue ~$373 million

• Major market locations throughout North America• Atlanta, Boston, Charlotte, Chicago, Cincinnati, Columbus,

Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Los Angeles, Minneapolis, New Orleans, New York City, Northern California, Philadelphia, Southern California, St. Louis, Toronto and Washington, D.C.

• Global delivery centers in China, Europe and India

• >2,100 colleagues

• Dedicated solution practices

• ~85% repeat business rate

• Alliance partnerships with major technology vendors

• Multiple vendor/industry technology and growth awards

Perficient Profile

Page 4: Learn How to Create a Seamless Omni-Channel Retail Experience

BUSINESS SOLUTIONSBusiness IntelligenceBusiness Process ManagementCustomer Experience and CRMEnterprise Performance ManagementEnterprise Resource PlanningExperience Design (XD)Management Consulting

TECHNOLOGY SOLUTIONSBusiness Integration/SOACloud ServicesCommerceContent ManagementCustom Application DevelopmentEducationInformation ManagementMobile PlatformsPlatform IntegrationPortal & Social

Our Solutions Expertise

Page 5: Learn How to Create a Seamless Omni-Channel Retail Experience

Our Retail Business

Page 6: Learn How to Create a Seamless Omni-Channel Retail Experience

Industry Situation

Retail chains react to web retail’s growth – change

investment strategy, store roles in e-commerce

Consumers are spending less time shopping in stores

and shifting more of their retail dollars to

the web

Consumers 15yrs old+ average amount of time

shopping in brick and mortar stores:

Weekdays: 11.8%Weekends: 14.3%

Page 7: Learn How to Create a Seamless Omni-Channel Retail Experience

The Connected Consumer

C o n n e c t e d C o n s u m e r Tr a i t s• Online research and product

evaluation online• Technology-enabled interactions• ‘Always on’ retail context• Cross-channel shopping• Looks for cost-value benefit• Personalization & contextualization• Localization• Expects faster delivery & free

shipping

The Consumer is in Control of the Shopping Experience

Page 8: Learn How to Create a Seamless Omni-Channel Retail Experience

Cornerstone: Shopper’s Journey

Do you know your shopper?

Do you serve your shopper through

each step?

Do you know how they wish to be

served?

Page 9: Learn How to Create a Seamless Omni-Channel Retail Experience

Customers’ Journey

Lack of brand awareness

Right engagement channel = Awareness & interest

Need information to evaluate & select

Product/Service meets evaluation

criteria

Positive Experience, product works,

resolution in customer favor = Repeat sales

Created based needs, tastes: feedback

Channels:digital dialogue, word of mouth, and response to

feedback

Customer decision –info & reviews via

digital

Long term satisfaction = continued personalized

costumer relationship

Customer added value = Evaluation and

feedback = refined products & offerings

Page 10: Learn How to Create a Seamless Omni-Channel Retail Experience

In-Store Still Rules, But It’s Losing Share

5/9/2014IBM Internal and Business Partner use only10

2012 2013

In-Store

Online

Other

Source: IBM IBV 2014 survey, n= 30,554. Year on year comparisons include 13 of 16 surveyed countries

84%

14%

2%

72%

27%

1%

Percent of last purchases reported by channel

Page 11: Learn How to Create a Seamless Omni-Channel Retail Experience

Expect Personalization and Will Share

Willingness to share

of consumers want personalized promotions in-

store based on what they scan

of retail customers want to access relevant product

information in-store

of consumers are more likely to do business with brands that allow them to control where, when and how they interact

58% 42% 83%

Social handle 32%

36%GPS location

Mobile # 22%

Source: IBM IBV 2014 survey, n= 30,554

Page 12: Learn How to Create a Seamless Omni-Channel Retail Experience

Expect Personalization and Will Share

Willingness to share

of consumers want personalized promotions in-

store based on what they scan

of retail customers want to access relevant product

information in-store

of consumers are more likely to do business with brands that allow them to control where, when and how they interact

58% 42% 83%

Social handle 32%

36%GPS location

Mobile # 22%

Source: IBM IBV 2014 survey, n= 30,554.

80%Social handle 77%

72%GPS location

Mobile #

in context of shopping

Page 13: Learn How to Create a Seamless Omni-Channel Retail Experience

Changing Consumer Expectations & Marketplace Realities

Intentions are increasingly difficult

to understand

Expect flexible delivery and

execution

Demand highly relevant and engaging experiences

Seamlessly interact and shop anywhere, anytime

It is crucial to differentiate and deliver value to your customers

Page 14: Learn How to Create a Seamless Omni-Channel Retail Experience

Omni-channel: Leader of 2013 Internet Retailer Top 500

Page 15: Learn How to Create a Seamless Omni-Channel Retail Experience

The Forrester Wave™: B2C Commerce Suites, Q3 2012

Source: AMR Research Commerce Platform Vendor Landscape, 3Q 2009

Source: Gartner MQ for Commerce 4Q 2011

15+ Year Leader of e-Commerce Industry

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Analyst Reports

Forrester Wave for B2C Commerce Suites, October 2012

Page 17: Learn How to Create a Seamless Omni-Channel Retail Experience

Analyst Reports (Continued)

Forrester Wave for B2C Commerce Suites, October 2012

Page 18: Learn How to Create a Seamless Omni-Channel Retail Experience

Omni-channel of Yesterday

OMFulfillment Network.

Distribution Centers

Enterprise Applications

eCommerce

Customer Channels

External Services

Order Management Requirements

Page 19: Learn How to Create a Seamless Omni-Channel Retail Experience

Omni-channel of Today

Fulfillment Network

Enterprise Applications

Call Center eCommerce StoreMobileKiosk

Customer Channels

ExternalServices

3PLs Distribution Centers

Drop Shippers ServiceProvidersStore Network

Page 20: Learn How to Create a Seamless Omni-Channel Retail Experience

Omni-channel & Commerce Strategy

Fulfillment Network

3PLs Distribution Centers

Drop Shippers

Enterprise Applications

Call Center eCommerce StoreMobileKiosk

Customer Channels

Service ProvidersStore Network

External Services

Application Platform

Order Repository Inventory Repository

Business Rules

Page 21: Learn How to Create a Seamless Omni-Channel Retail Experience

IBM Leading the Way

Sourcing

Capabilities Builds out the fulfillment network and defines the different

types of facilities

Create the relationships between the fulfillment locations

Provides rules around what locations to allocate from based on proximity, cost, least number of shipments, dates

Provides constraints based on enterprise or customer around splitting orders or lines, backorder rules and releasing orders

Triggers transfers or purchase orders from other facilities depending on business rules

Benefits Reduces backorders by providing allocation capabilities

across an entire fulfillment network

Improves order fill-rates and cycle times

Increases customer satisfaction by providing customer level rules

Reduces inventory costs and obsolescence

Works with external systems such as a TMS to give more accurate results

Page 22: Learn How to Create a Seamless Omni-Channel Retail Experience

IBM Leading the Way

Order Promising (ATP) ConsiderationsOrder Promising is the process of determining the availability of products and services based on various constrains. Sterling Commerce provides configurable rules which can be used for controlling the selection of nodes and shipping dates.

Sourcing Rules

Inventory/ Capacity

Date Constrains

Scheduling Constraints

• Ship Complete• Backorder Rules • Dependency

Rules• Allocation Rules

• Lead Times• Calendars • Transit Time• Order Schedule/

Release Rules• Processing Time• Delivery Times

• Supply Types• Demand Types• Supply Constrains• Safety Stock• Resource Types• Resource Avail• Process Together

• Customer Constrains• Relationship Types• Facility Rules • Product Constrains• Procurement/

Transfer Rules• Substitution Rules

Call Center eCommerce StoreMobileKiosk

Page 23: Learn How to Create a Seamless Omni-Channel Retail Experience

IBM Leading the Way

Order Visibility and Management

Capabilities

Enables aggregating, managing, and monitoring orders from all channels

Provides a single order repository to create, modify, and monitor and track an order’s lifecycle real-time

Line level Independence allows for more flexibility in building orders

Visibility down the supply chain by linking related orders

Coordinates intelligent sourcing and fulfillment across the extended enterprise

Benefits

Maximizes customer satisfaction and revenue Improves order fill-rates and cycle times Reduces order management and expediting

costs Reduces inventory costs and obsolescence Gives channels complete transparency of the

order and all relevant information pertaining to it.

Page 24: Learn How to Create a Seamless Omni-Channel Retail Experience

IBM Leading the Way

Drop Ship

Capabilities Automatic purchase order creation Process monitoring for timely response

Acknowledgement Interim status Ship confirmation

Web-based partner portal Review, acknowledge and release orders Print documents and labeling Interface to carrier Submit inventory availability

Supplier performance monitoring Proactively manage your drop ship process and

community by exception End-to-end drop ship support for the supplier Accurate promising with inventory availability

Supplier Collaboration PO

Capabilities

Benefits

Page 25: Learn How to Create a Seamless Omni-Channel Retail Experience

IBM Leading the Way

Capabilities Enables directed workflow for all tasks with visibility

and status tracking, and alerts and event management

Supports automated item re-classification, based on return status and disposition codes, and configurable rules

Enables linking return to original sales order and all subsequent return processing activities

Enables ‘blind return’ processing Simplifies complex returns scenarios such as wrong

item returns, even and uneven exchanges.

Benefits Provides end-to-end return processing visibility, i.e.

‘one version of the truth’ Ensures timely processing of returns by enabling

managing internal / external process participants Can be readily reconfigured to support changing

returns (business) processes

Returns Management

Page 26: Learn How to Create a Seamless Omni-Channel Retail Experience

Why Customers Choose Sterling OMS

CapabilitiesBenefits

Enhances customer service across all channels Better exposure to problems so CSRs can react

quicker Reduces training

Cross-channel call center solution gives CSRs visibility into selling and ordering processes across channels and fulfillment methods

Wizard driven order entry and modification as well as scripting

Provide customers fulfillment options Easy to use task based user interface

Cross Channel Fulfillment – Call Center

Page 27: Learn How to Create a Seamless Omni-Channel Retail Experience

At a Glance

ChallengeThis retailer launched its strategic commerce initiative in order to meet the demands of the increasingly informed consumer by providing a multi-channel retail experience. The retailer needed an order management system that could:

• Handle growing demands across multi selling channels• Achieve an inventory view across all demand and

fulfillment channels• Reduce fulfillment cost• Expand its direct-to-consumer channel• Improve profitability

SolutionThis retailer engaged Perficient to implement IBM Sterling Order Management to address its key commerce challenges.

FactsNutritional health and fitness retaileroperates over 1200 stores in 45 statesemploys more than 17000 team members

Wish List• Improve Competitive

Positioning• Reduce Cost• Expand Web Product

Assortment• Enable Drop Ship

Business Value Delivered• Reduced fulfillment cost• Expanded Web Catalog• Improved possibility• Vendor drop ship platform

Page 28: Learn How to Create a Seamless Omni-Channel Retail Experience

At a Glance

ChallengeThis retailer’s unique business includes numerous brands, products and a diverse customer demographic. As their business evolved the company tried to support its varied needs using legacy systems. This led to siloedprocesses for each brand. The speed and flexibility of the existing system could not keep pace.

SolutionThis retailer selected Perficient as its implementation partner and IBM’s Sterling Order Management to serve as the platform.

FactsApparel & housewares retailer operates over 400 retail location across a variety of brands

Business Value Delivered• Consistent seamless customer service• Increased revenue by reducing

lost/missed sales• Purchase online and pickup in store• Browse online and hold in store• Ship to store• Drop ship capabilities• Improved home deliveries

Wish List• Reduce legacy system costs• Consistent buying experience across all

channels• Regain market share

Page 29: Learn How to Create a Seamless Omni-Channel Retail Experience

Envision• Creation of the vision, business case,

implementation plan that leads to program development – Roadmaps / Workshops / Strategy

Execute• Requirements, design, development and

testing for solution implementations that result in project results – Blueprints / End-2-End Project execution / Optimize

Evolve• Assess and maintain deployed solutions for

operational improvement – Training / Mentoring / SupportBased on best  practices from industry standards…

How We Engage

The Enable Methodology

Page 30: Learn How to Create a Seamless Omni-Channel Retail Experience
Page 31: Learn How to Create a Seamless Omni-Channel Retail Experience

Daily unique content about content management, user experience, portals and other enterprise information technology solutions across a variety of industries.

Perficient.com/SocialMediaFacebook.com/Perficient

Twitter.com/Perficient

For more information, please contact:

Katie Hull972-762-1236

[email protected]