transforming customer experience in stores and digital
TRANSCRIPT
https://www.qentelli.com/www.qentelli.com [email protected]
A PIZZA RESTAURANT CHAIN
Transforming Customer Experience in Stores and Digital Channels
Our integrated approach enabled digital retail platform from unified customer engagement till order fulfillment, helped client win in the dynamic digital age.
Our client is an American pizza restaurant chain founded in 1960 which is the largest pizza seller worldwide in terms of sales. It was crucial for the restaurant chain to provide elegant customer experience.
OPPORTUNITY
With Qentelli’s Digital Transformation Model
As the volume of business operations grew, it faced hurdles such as :
Failed to meet the expected customer service levels
Not able to handle integrations with the aging ERP system to keep single source of truth
A website that’s not fulfilling to showcase their services and seamless buying experience
Failing to attract young buyers due to no mobile commerce
Unable to give elegant customer experience
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Digital Infrastructure Services
DevOps
CloudOps
DataOps
SecureOps
A super cool web application, on all devices that had everything the retailer needed. A truly robust and creative platform that helped its users to view products, order online, express checkout, options for In-store pickup, options for check/use loyalty bonus.
The web application, which was designed to be open and extensible, empowered the retailer to adapt content-based on needs, update offers, run campaigns and know user behaviour.
Rolled out mobile commerce platform for trading in more than 10 countries for its users to order on mobile and also opt out for instore pick-ups via mobile.
End to End Loyalty management solution to increase the customer retainership.
Integration among mobile commerce solution and web application with POS Systems, Inventory and Supplier ERPs for unique source of truth.
Digital Engineering
Analytics and Big Data Solutions
Mobility Solutions
Application Modernization
SERVICES IN SCOPE
SOLUTIONS OFFERED
Digital Enablement
UI/UX upgrade, Analytics enablement, IOT, AI enablement, Mobile enablement, Cloud enablement
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SOLUTION COMPONENTS
WebApplication/CMS
CoreCommerce
OrderManagement
In-StorePickup
Social Engagement Content Management
LocalizationBranding
Customer Experience
Search
Reviews
Promotions
Cart and Order
Branding
Kitchen Connect Picking
Order ManagementPacking and Shipping
Kitchen Connect Personalization
Order HandlingPre-Ordering
Pickup Documentation and InvoicingTracking
Integrations
Supplier ERP
Payment Gateway
Email Marketing
Web Analytics
Inventory ERP
Shipping Carriers
Loyalty Management
Mobile Analytics
DeliveryDocumentation
and Invoicing
Integratewith POS
Analytics
FUNCTIONAL DETAILS OF SOLUTION
Promotions & Discounts
Product Visualization
SEO friendly
Product Reviews
Faceted Search
Social media integration
Multi site, multi lingual and multi currency
Payment, gateway integration
Loyalty
Pre-ordering
Repeat Orders
Quick Order
Payment Method
Loyalty
Queue busting
ERP Integration
POS Integration
IOT Integration
Delivery Integration
Payment Gateway Integration
Website layout management
Rich Visualization
Scalability
Third party integration
Customizability
Mobile friendly
Role based access
Security
Kitchen Connect
Picking, Packing,Shipping
Delivery Documentation
Order Management
Order Splitting
Role based access
Core Commerce features
InStore Pick up features
Other features CMS features OMS features
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FUNCTIONAL DETAILS OF SOLUTION
Docker and Kubernetes
DEVELOPER Commit
Code
GIT REPO
Build DockerImage
Run Tests
DockerRepository
Push newDocker Image
Update K8sdeployment
CI Server notices new code inGit repo & starts running
through it’s pipelines
Create newPod
Restart newPod
Check Podhealth
Let old Podcontinuerunning
New Pod ishealthy
New Pod isnot healthy
Delete oldPod
kubernetes receives request to use new Image
Jenkins
docker
Kubernetes
Pull new Docker Image
CONTAINERIZATION
The first key step taken to have a streamlined CI/CD, efficient test data management, enable on demand environments, one click orchestrated pipeline and to implement automated check gates is choosing containerized approach using docker.
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DESIGN CONSIDERATIONS
Designed for Business Configurability
Designed for Multitenancy
Designed for Continuous Delivery
Designed for Handling Failures
Designed for Optimized use of Resources
Designed for Cloud Scalability and Flexibility
Designed for Extensibility and Modularity
Designed for Ease of Integration
Containers for Test Data Strategy and Environment Strategy
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QENTELLI’S 360 DEGREES ENGAGEMENT
Product Engineering
Design, Development, Test and Release
Sustenance Engineering
Transition, L3 and L4 Service, Defect Fixes, Enhancements, Localization,
Internationalization
Test Engineering
Manual, Automation, Performance and Security
Global Customer Support
24*7 L1 and L2 Multi-Language Support,Evangelism, Triaging, Knowledge Portals,
Partner Support
Operations Hub/Engineering
Infra/cloud Services, Monitoring Services, Deployments
Managed Product Engineering
End to End Prod Mgmt. - Customer Mgmt, Development, Testing, Support
Release & Product Mgmt.
Digital Engineering
UI/UX Design & Development, Mobility Designs, Platforms and development,
Analytics Solutions
Release Engineering
DevOps Platform, DevOps Implementation, Release
Management
SOLUTION HIGHLIGHTS
Single view of Customers, Orders, Delivery, Supply and Inventory
Customizability - Extremely customizable for specialized functionalities
Best in class content management system
Flexible framework for 3rd party software integration
Infinitely scalable and secure application
Targeted promotions, customer loyalty
Order Management System - Seamless order fulfillment through single window
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Qentelli helped the restaurant chain to improve its operational efficiency across channels.
CRITICAL SUCCESS FACTORS
END STATE
Optimized Operations
Optimized use of resources with automated smarter decisions and operations insights
Inventory fulfillment optimized
Centralized and single view of global operations
Hybrid Store Physical stores converted to Digital Store in terms of experience
Inventory fulfillment optimized
Centralized and single view of global operations
Unified Commerce
Unified Channel: Digital Store, Online, Mobile, Bots
Unified View: Customer, Orders, Inventory, Billing and Loyalty
Seamless shopping experience
Effective Merchandise
Offer the right products at the right times
Simplified sales and promotions by centrally managing the products and promotions
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Mature Product Engineering Processes such as CI, CD
Transition Management Capabilities
Experience in program management of large tranformation programs
Capable Talent and Talent ManagementProcess
Experience with various commercial & engagement models
Executive Commitment to success of this Partnership
KEY RESULTS
Transformed Customer Experience
In-store pick with an integrated modern POS.
Online with consistent & engaging menu, offers updates and contextual interactions across channels.
Unified Engagements & Operations
Anytime & anywhere access and multi-channel transactions for customers, and unified view of customers, products, and orders across channels for business.
Faster Turn-around-Time
With real-time visibility & effective integrations, 15 min or to ship an order; 90 seconds to quality check an order, pack, invoice and kept ready for shipping.
Informed & Quicker Business Decisions
With unified view of customers, inventory and orders coupled with versatile reports and analytics across customer interactions and retail operations.
Future Ready Digital Business
Retailed is now better prepared with features such as integration with IoT devices for in-store recommendations, queue busting, contextual real-time recommendations etc.
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About UsQentelli is a Services provider helping organizations bring their native mindset in to the digital medium using technology as an enabler positively contributing to Top-line and Bottom-line. We accelerate such transformational engagements through the adoption of mainstream technologies such as DevOps, Automation; cutting edge technologies such as Machine Learning, Deep Learning; and our home-grown AI infused frameworks.
https://www.qentelli.com/www.qentelli.com [email protected]