unlock the value of omni-channel commerce with business ... · commerce with business process...
TRANSCRIPT
Unlock the Value of Omni-channel
Commerce with Business Process
Management
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Featured Presenters
Our knowledgeable speakers today are:
Keith Swenson
VP of R&D, Chief Architect
Fujitsu America Inc.
Ken Morris
Principal
Boston Retail Partners
Comprehensive Retail Consulting
4 ©2014 Boston Retail Partners. All rights reserved
Unlocking the Value of
Omni-channel Commerce with
Business Process Management Ken Morris, Principal
October 29, 2014
Comprehensive Retail Consulting
5 ©2014 Boston Retail Partners. All rights reserved
Agenda
About Boston Retail Partners
State of Retail Technology
Technology Enabling the Experience
Use Cases – Unified Commerce in Action
Conclusion
Comprehensive Retail Consulting
6 ©2014 Boston Retail Partners. All rights reserved
About Boston Retail Partners
Comprehensive Retail Consulting
7 ©2014 Boston Retail Partners. All rights reserved
Retail experts with retail backgrounds
Built with unique professional profile
Managed by industry-recognized leaders
Recruit experienced retail professionals with process, technology and operations skills
Recognized expertise in all facets of strategy, selection and deployment of Point of Sale,
CRM/Loyalty, Customer Engagement, Order Management, Merchandising and Supply
Chain solutions
Trusted advisors of acknowledged industry leaders
No exclusive partnerships or alliances with software or hardware providers
Chanel
Coach
Family Dollar
Lowe’s
Michaels Stores
TJ Maxx
Tire and Battery Corp
Brooks Brothers
ABC Fine Wine & Spirits
About Boston Retail Partners
Comprehensive Retail Consulting
8 ©2014 Boston Retail Partners. All rights reserved
Introduction
Comprehensive Retail Consulting
9 ©2014 Boston Retail Partners. All rights reserved
Customers don’t think in channels…
Comprehensive Retail Consulting
10 ©2014 Boston Retail Partners. All rights reserved
State of Retail Technology
Comprehensive Retail Consulting
11 ©2014 Boston Retail Partners. All rights reserved
Silos are the Achilles heel of retail
technology!
Store Catalog Online Mobile
Comprehensive Retail Consulting
12 ©2014 Boston Retail Partners. All rights reserved
Channel evolution
Single Channel Multi-Channel Omni-Channel Unified
Commerce
The Legacy The Aspiration The Reality The Nirvana
Comprehensive Retail Consulting
13 ©2014 Boston Retail Partners. All rights reserved
Unified commerce is the future
Retailers slowly moving towards single
platform to offer holistic customer experience
20.4%
63.6%
13.6%
2.2%
CurrentChannelIntegra on
Single channel - a single type of customer
purchase point (i.e. only brick-and-mortar or
only web-based)
Multi-channel - multiple customer purchase
points but limited integration among touch
points
Omni-channel - multiple customer purchase
points with seamless integration
Unified Commerce - a holistic customer
experience across all customer touch points
with no individual channel silos
Comprehensive Retail Consulting
14 ©2014 Boston Retail Partners. All rights reserved
Technology Enabling the Experience
Comprehensive Retail Consulting
15 ©2014 Boston Retail Partners. All rights reserved
Unified commerce platform
Unified Commerce Enterprise
BI CRM
FIN
INV
MFG
Customer
Devices
Web Site
Customer
Communication
Real-Time
Retail
Middleware
Customer &
Associate
Stations Social Media
Integration
Rules Engine
Associate
POS
Comprehensive Retail Consulting
16 ©2014 Boston Retail Partners. All rights reserved
Benefits of centralized commerce platform
Leaner, more flexible store-level environment
Fewer devices and licenses
Centrally deployed application updates
Unified Commerce Enterprise
BI CRM
FIN
INV
MFG
Real-
Time
Retail
Middleware
Rules Engine
Comprehensive Retail Consulting
17 ©2014 Boston Retail Partners. All rights reserved
Cloud computing enables next generation
of store systems
Comprehensive Retail Consulting
18 ©2014 Boston Retail Partners. All rights reserved
Middleware – the enabler
Comprehensive Retail Consulting
19 ©2014 Boston Retail Partners. All rights reserved
MDM - single version of the truth
Comprehensive Retail Consulting
20 ©2014 Boston Retail Partners. All rights reserved
BPM – delivering a unified, continuous
customer experience
Business Process
Automated Business
Process Discovery
Business Activity
Monitoring
Business Rule
Management
Complex-Event
Processing
Content
Management
Intelligent Business
Operations
Comprehensive Retail Consulting
21 ©2014 Boston Retail Partners. All rights reserved
Use Cases –
Unified Commerce in Action
Comprehensive Retail Consulting
22 ©2014 Boston Retail Partners. All rights reserved
Customer engagement – personalized
selling and promotions
Comprehensive Retail Consulting
23 ©2014 Boston Retail Partners. All rights reserved
Store operations – monitor and respond in
real-time
Comprehensive Retail Consulting
24 ©2014 Boston Retail Partners. All rights reserved
Supply chain – enterprise inventory
visibility…in real-time
Comprehensive Retail Consulting
25 ©2014 Boston Retail Partners. All rights reserved
Conclusion
Comprehensive Retail Consulting
26 ©2014 Boston Retail Partners. All rights reserved
Start the unified commerce journey now!
While the road to unified
commerce seems
daunting, the retailers
that take action now will
reap first mover
advantage.
Comprehensive Retail Consulting
27 ©2014 Boston Retail Partners. All rights reserved
Ken Morris
Principal
(617) 880-9355
www.bostonretailpartners.com
28
Unlock the Value of Omni-Channel Commerce with Business Process Management
Keith Swenson VP, Research and Development Fujitsu America, Inc. October 29th, 2014
29 Copyright 2014 Fujitsu America Inc.
Retail is Undergoing Transformation
The aim of retailers is to achieve seamless, consistent, and continuous customer engagement that provides holistic customer experience.
Retail is changing Technology makes it possible
Business Process Management (BPM) systems enables the consolidated and unified environment required by today’s retailers.
Interstage Retail Agility delivers rapid time-to-value & ROI
The barrier to BPM is removed by introducing the “Interstage Retail Agility” framework. Continuous customer engagement can be created in a fraction of the traditional time.
30 Copyright 2014 Fujitsu America Inc.
Omni-channel Time is Now…
“ We’re finding that customers don’t really care from where we pull the goods, as long as we fill the order accurately and the delivery is timely.”
– Karen Hoguet, Macy’s CFO
“one out of every three of Home Depot's online transactions is actually fulfilled in the store. …buy online, pick up in store" customers tend to buy more items once they're in the store.”
– Frank Blake, CEO and Chairman, Home Depot
“ We are firmly committed to implementing a multichannel strategy that enables our guests to engage with Target anywhere, anytime.”
– Kathryn Tesija, Executive Vice President and Chief Merchandising and Supply Chain Officer, Target
“ From a customer perspective, there's no such thing now as a retail inventory or a direct inventory.“
– Calvin Hollinger, CIO, Urban Outfitters
31 Copyright 2014 Fujitsu America Inc.
Key Omni-commerce barriers today
Technology and integration challenges
Sharing customer data and analytics across customer touch points
Getting consolidated, accurate view of real-time inventory across stores and distribution centers
Exposing real-time store inventory online
Difficulty integrating back-office technology across channels
Connecting existing legacy POS, eCommerce, ERP, and retail mainframe systems
Lengthy implementation timelines for omni-commerce enabling technology
Organizational and ownership challenges
Siloed online and offline groups hold back omni-channel initiatives
Attribution of sales revenue irrespective of the channel
Operation and executional challenges
Workflow management needed to pick, pack, and ship in stores
Training of stores associates, now expected to be product evangelists, customer service advocates, and distribution experts
“Fulfill from the store is the hardest to execute for two reasons. First, enabling inventory visibility across the enterprise is difficult. Second, managing the store operations around pick, pack, and ship, creates challenges in both technology and operations”. - VP eCommerce, Apparel retailer
32
Introduction to Interstage Retail Agility
Copyright 2014 Fujitsu America Inc.
33 Copyright 2014 Fujitsu America Inc.
Interstage Retail Agility At-a-glance
Key Value Proposition
Improve retailers business operations with world-class, process-centric solutions to help retailers change and innovate their customer experience with greater speed and flexibility
Core Benefits
Faster time-to-market for omni-channel retail solutions
Reduce cost of deployment and minimize risk of implementation with industry-proven solution
Embrace the legacy retail systems from ERP to POS
Adhere to standards - implements the latest ARTS standards for business process
Powered by Interstage Business Operations Platform (BOP) - comprehensive business process management (BPM), middleware, and integration capabilities
On-premise or Cloud deployment
Complements and supports market-leading Fujitsu Retail offerings
34 Copyright 2014 Fujitsu America Inc.
Why Interstage Retail Agility?
• Deliver holistic customer experience with greater speed and agility • Strengthen relationship with customers • Build brand loyalty and trust • Deliver consistent customer experience across all channels • Drive revenue growth while controlling costs • Optimize operational efficiency
For Business Audiences
• Comprehensive set of add-on modules to Interstage BOP accelerating the delivery of agile and robust next generation retail processes • Enable omni-channel commerce services • Deliver single customer view • Better decision management with retail KPI dashboards • Expedite integration • Accelerate business processes automation • Enable composite application development
For Technical Audiences
35 Copyright 2014 Fujitsu America Inc.
What is Interstage Retail Agility?
Retail Framework expands Interstage BOP by providing Retail-aware business processes, rules, integration, and customizable GUIs – adhering to ARTS standards
Enable retailers meet business operations challenges with process-centric solutions
Process Automation
Rules Management
Agile GUI Customization
Business Intelligence Dashboards
Integration
• Master Data Management, Data Transformation, Connectors for back-end systems (DB, SAP, Oracle, MS Office, etc.)
Offers a framework for delivering and customizing operational retail applications
Omni-channel Marketing
Single View of Customer
Central Customer Management
Central Inventory Management
On-premise or cloud deployment options
36
Interstage Retail Agility
Retail Framework
Powering Retail Agility: Interstage BOP
Interstage Business Operations Platform (BOP)
Smart Services Grid
Service Oriented Architecture (SOA)
Enterprise Service Bus
Business Services
Master Data Management
Business Process Management Suite (BPMS) Business Process
Management
Case Management
Rules Management
Business Activity Monitoring
Composite Application Framework (CAF)
Composite Application
User Interfaces
Task Management
Processes Management
Business Rules Integration
Data Model
Analytics
Omni-channel Marketing
Single Customer View
Central Customer
Central Inventory Co
llab
ora
tive Wo
rksp
ace
37 Copyright 2014 Fujitsu America Inc.
Key BOP Features Enabling Omni-channel Commerce
Service-Oriented Architecture (SOA) - based system integration to unlock business data and logic from existing retail systems with scalability, performance and efficiency.
Complete Business Process Management (BPM) capabilities to automate, manage and improve retail processes that span multiple systems, channels, and touch points.
Business Rules - manage complex business rules to ensure a unified and cohesive customer experience.
Master Data Management to maintain a single version of truth for data across multiple sources of information to provide a holistic view of data across any organization Data Management
Composite Application Framework (CAF) for easy-to-use development environment to create rich, interactive retail applications that combine a wide range of information sources and services
On-Premise and the Cloud deployment
38 Copyright 2014 Fujitsu America Inc.
Key Features: Enterprise Scale SOA-based Integration
The SOA Grid is particularly suitable for:
Legacy modernization
System to system orchestration
Extending ERP systems
What is it?
A full integration capability built around an Enterprise Service Bus delivering Service Orientated Architecture
The Interstage BOP has a SOA grid at is foundation to deliver connectivity, advanced integration and business services to support organization wide, mission critical BPM
What does it give you?
A single URL for anything (a process, rule, UI, case, MDM etc)
A way of ensuring enterprise wide business processes work seamlessly with the existing IT estate
A robust, highly available, highly scalable framework allows non-stop execution of business processes
Enables enterprises to adapt rapidly to changing business needs and substantially lowering the total cost of ownership
39 Copyright 2014 Fujitsu America Inc.
Key Features: Business Process Management
BPM is particularly suitable for:
Dynamically allocating the right work to the right person
Enforcing SLAs for task completion
Managing workloads across teams and locations
What is it?
The capability to intelligently and effectively allocate tasks that are part of a process to the subject matter experts inside an organization regardless of location
The intelligence comes from being able to give the right task, form, information and single view of data combined with only allocating the right kind of work to the right person
What does it give you?
A rich, browser based inbox for tasks, cases and allocated work. This allows you to delegate, claim, escalate, re-allocate and tag work
Work allocation based on many factors such as current workload, rules, business SLAs and business calendars
The ability to map work based on the organizational model
Dynamically adjust work allocation based on Business Activity Monitoring and business metrics such as KPIs
40 Copyright 2014 Fujitsu America Inc.
Key Features: Business Rules
Business rules are particularly suitable for:
Decision centric operations
Business apps that frequently change behaviour
Processes that need a high degree of business control
What is it?
Rules that define how a company acts are driven by business rules removed from the underlying process, systems and people
An easy to use capability or “decision table” to change they key decisions points of a business process
What does it give you?
The business can have the ability to change these rules to reactively and proactively change the behaviour of the organization
Speed and decisiveness in making a business change
Reduced complexity for the business but with governance and control
Reusable processes and cases but with easily customizable business logic in the hands of the subject matter experts
41 Copyright 2014 Fujitsu America Inc.
Key Features: Master Data Management
Master Data Management is particularly suitable for:
A single view of risk
A single view of customer or employee
A single view of product
What is it?
A real-time, single, uniform view of data regardless of source from across an organization giving a consistent context for the use of data everywhere within the organization
Data stays where it is – this is not “rip and replace” but “leave and layer”. Integration to data is read & write, data is loosely coupled
What does it give you?
A standards based, reusable single view of data available as a service
Better, more complete information for your business processes for customer service, compliance, up-sell/cross-sell etc
More intelligent decision making for key stakeholders
Reduced complexity of data access, transformation, aggregation and integration behind a standard data service layer
42 Copyright 2014 Fujitsu America Inc.
Key Features: Composite Applications
Composite applications are particularly suitable for:
Subject matter experts and knowledge workers
Anyone participating in a process
Delivering a rich, effective customer experience
What is it?
A way of building user interfaces to present processes, cases, applications, dashboards etc to users
The capability for business users to self assemble or compose business mash-ups made up of internal and external information
What does it give you?
High levels of productivity and speed for subject matter experts to create, share and publish relevant business applications
Technology in the workplace that is as productive as the consumer IT people use outside work
Disposable application that solves a problem but can be thrown away
Mix and match structured data from internal systems (e.g. ERP) with external data (e.g. Google Maps)
A rich way of participating in processes and giving the right information in one place to the right person (customer, employee, business manager)
43 Copyright 2014 Fujitsu America Inc.
Key Features: On-Premise and the Cloud
BPM in the cloud is particularly suitable for:
Outsourcing, BPO and systems integrators
Combining the best of SaaS with existing legacy
Flexible charging models – e.g. subscriptions
What is it?
Enterprise wide BPM in the cloud, on-premise or a hybrid mix of both
The Interstage platform can run in the public cloud, the private cloud, on-premise or hosted by a delivery partner. It is exactly the same platform.
What does it give you?
Business processes spanning the people, applications and services regardless of where they are. A business process could orchestrate SAP, Siebel, Salesforce, Google, Azure etc
Choice of using the cloud, not using the cloud, moving to the cloud when it makes business sense
The best of both worlds – make use of innovative SaaS applications together with traditional applications and existing legacy
The option of being able to run your business processes as a service (BPaaS) but retain control of your differentiation and innovation
44
Fujitsu Background
Copyright 2014 Fujitsu America Inc.
45 Copyright 2014 Fujitsu America Inc.
Fujitsu at a glance
Headquarters: Tokyo, Japan
Established: June 1935
Net Sales: US $53 billion
R&D Expenditure: US $2.4 billion
Employees: 162,000 worldwide
3rd largest IT company worldwide
6th largest Application Infrastructure and Middleware software provider
46
Fujitsu Interstage and Retail
Interstage – software expertise and heritage
Leading provider of software solutions to enterprises, conducting business around the globe
Interstage Software has been delivering Process-centric solutions for over 25years
Fujitsu Retail Business – proven market leadership
FAI Retail Annual Revenue Worldwide Over $1.5B
Top Ranking by Key Retail Industry Analysts, including Gartner and Forrester
FJ Retail Customers
In 82,000 stores across 52 countries
Forrester Wave™: Point Of Service, Q2 ’12
Copyright 2014 Fujitsu America Inc.
47
For More Information
Copyright 2014 Fujitsu America Inc.
Visit us at:
http://www.fujitsu.com/interstage
or email:
48
Questions?
Submit questions to the presenters via the on-screen text box
Keith Swenson
VP of R&D, Chief Architect
Fujitsu America Inc.
Ken Morris
Principal
Boston Retail Partners
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