how (not to fail) when implementing omnichannel...case study: how did we help product...
TRANSCRIPT
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The complete commerce platform
How (not to fail) when implementing OmnichannelVikram Saxena –Founder & CTO
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Retail is Changing
2
In store footfall is reducing…
Shoppers have:
• more knowledge
• more choice
• are more impatient
• Expect better service
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Retail Evolution
Product Centric Transaction Oriented Channel Oriented Customer Centric
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Omnichannel - Customer at the heart of Business
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Omnichannel Key Tenets
Inventory Visibility
Single stock view across business. Eg.Check in-store stock online
Customer 360
Know more to serve better across all channels seamlessly – mobile, web, call center, instore, social.
Channel Consistency
Consistent content, promotions across all the channels
Instore Experience
Endless Aisle, Personalised Clienteling, Smooth pickup experience
Seamless Customer Engagement
Cross channel cart access, personalization.
Anytime, anywhere Fulfilment
Click & collect, Ship to store, ship from store, Buy anywhere, Return anywhere.
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Omnichannel Fulfillment
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Customer 360
• Collect data at every touch point across the channels.
• Utilise the elasticity of the cloud to manage the large scale of data.
• Deliver visuals and easy to understand ‘actionable insights’ for business.
7
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Companies with well defined Omnichannel Customer Experience Management programs achieve
91% higher YOY increase in customer retention rate, 3.4% increase in Customer Lifetime Value (CLV).
Forrester (2018)
Why is it important ?
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How to go about it ?
MeasurePlan &
Execute
Identify Improvement Opportunities
Assess Current
Maturity Level
Identify Omnichannel
KPIs
REPEAT
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Omnichannel KPIs
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Case Study: How did we help
Sniff Bars
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Case Study: How did we help
Sniff Bars
Subscription Model
and a lot more…
Business Context
Largest independent
Fragrance Retailer in the UK
193 stores nationwide
Established online presence
including subscription
services
4.5 million customers
1,500 employees
Results
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Case Study: How did we help
- 8 weeks trial in High Traffic Locations
- 80% of customers were new
- 19.3% increase in online sales during
the trial
Sniff Bars
Subscription Model
and a lot more…
Business Context
Results
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Case Study: How did we help
Subscriptions: The new way to discover fragrancesSniff Bars
Subscription Model
and a lot more…
Business Context
Results
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Case Study: How did we help
Product Personalisation
Engraving services for that special gift.
Customer 360
Single view customer online, instore, mobile, call center
Extensive Delivery Options
Next Day Delivery, weekend, nominated and international
Instore Customer Capture & E-Receipts
Cross channel / device Cart
Endless Aisle
30 minutes click n collect service
Product & service reviews
Fragrance fittings instore
Buy and Return Anywhere
Single view of stock across business
Realtime Stock Visibility across the whole business – online, stores.
Sniff Bars
Subscription Model
and a lot more…
Business Context
Results
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Case Study: How did we help
Sniff Bars
Subscription Model
and a lot more…
Business Context
50% Conversion rateincrease
25% Growth in Traffic
5x Online Revenue Growth
Results
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OmniCX The complete commerce platform for
your growing business
Commerce
#peace-of-mind #business-growth #happy-customers
PLATFORM
CLOUD | FLEXIBLE | EXTENSIBLE | RELIABLE | SCALABLE | COMPLIANT | SECURED
Product Info
Management
Experience
Management
In-store
mPOS
Mobile/ App
Commerce
Omni-channel Order
Management
Advanced
Analytics
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One Stop Solution, not Point Technology
Order Management
Omnichannel & In-store
Customer Data Platform
eCommerce
Product Recommendations & Personalisation
1. Integrated – A single integrated platform = inherent advantage. Better results with algorithms & data natively part of the platform.
2. TCO – customers work with one platform and not multiple solutions
3. Performance – one platform, one api –optimized to work fast together.
Content & Experience Management
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Value Proposition
Open SourceFront End
Hassle Free,No ServersLower TCOIntegrated Suite
of Modules
Fully ManagedPlatform
GDPR ReadySmaller Digital Team
Always Online
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Technical Architecture
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How did Azure help
Experiment & try out new technologies Rapidly
on-demand. Eg. Machine Learning, AI
Rapid Experimenting1
Build much quicker and test using the
automated testing tools. Improved the quality
significantly and reduce the time.
Build & Test Quicker2
Release automatically with confidence using full
CI/CD tools offered as part of DevOps
Fully Automated Release
3
Peace of mind for you & your customers with
proactive monitoring & alert mechanisms built into
Azure.
Manage & Monitor4
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