Enhancing the Customer Experience with Oracle Commerce · Enhancing the Customer Experience with...

Enhancing the Customer Experience with Oracle Commerce

Julia Zhen, Co-Founder COO, Zenni Optical!

2!

Presentation to Oracle Industry Connect!

What is your experience visiting an Optometry Shop?!

3!

Presentation to Oracle Industry Connect!

The Journey that Led to our Eureka Moment!!

•  Offered to enter frame business in early 2000’s!!•  In turn we examined entire Rx eyewear industry!!•  Realized the huge discrepancy on market price of Rx

glasses and manufacturing cost!

4!

Presentation to Oracle Industry Connect!

How much did you pay for your last pair of Prescription (Rx) glasses?!

$325!

$325!

Manufacturing Cost: $5 ~ $20!Retail Price: $150 ~ $350!

5!

Presentation to Oracle Industry Connect!

The Conditions Were Just Right!!

Requisite conditions for harnessing the power of the Internet to manufacture and distribute Rx Glasses!

Internet!

Globalized shipping!

manufacturing!

6!

Presentation to Oracle Industry Connect!

Why We Started Zenni Optical!

•  Prescription glasses are a life necessity!

•  A typical wage worker has no choice but to buy a pair of Rx glasses regardless of the cost.!

•  Significant portion of the world population can not afford Rx glasses despite of needs.!!

•  We saw an opportunity to make a difference.!

7!

Presentation to Oracle Industry Connect!

Mission Statement!

•  To provide affordable eyeglasses to billions of people all over the world. !

!•  To make it easy to order eyeglasses online. !!•  To provide the highest-quality optical lenses to our

customers.!!•  To provide exceptional customer support.!

8!

Presentation to Oracle Industry Connect!

The 4 Challenges: Challenge 1 !

•  Rx eyewear is not a stock product, each pair of Rx eyeglasses has to be custom made to particular customer’s order and prescription: 12 main variables, each can take on dozens of discrete values, which creates a space of tens of thousands of unique combinations; different ranges of variables also create limitations on other variables; which requires a sophisticated prescription order process.!

9!

Presentation to Oracle Industry Connect!

•  Because complex products require complex quality measures, Zenni, unlike other eCommerce retailers, needed to control every aspect of the entire value chain, including the manufacturing quality control, fast delivery speed, cost and customer experience. That’s why Zenni is a vertically integrated online Rx eyewear manufacturer and distributor. Setting up factories overseas is no simple task.!

The 4 Challenges: Challenge 2!

10!

Presentation to Oracle Industry Connect!

The 4 Challenges: Challenge 3!

•  Rx glasses are a highly regulated medical device in the US:!»  Customs !

»  Optician’s license!

»  Manufacturer’s license!

»  FDA compliance!

11!

Presentation to Oracle Industry Connect!

The 4 Challenges: Challenge 4!•  Create an online experience that is informative and helpful to meet the

needs of the consumers to whom this can be an intimidating experience.!

12!

Presentation to Oracle Industry Connect!

Our Customers Figured It Out!!

https://www.youtube.com/watch?v=EzumgWsaczk&list=UUaoFR-NWYnVtz6Ag3j000Og!

13!

Presentation to Oracle Industry Connect!

Zenni Optical Today

Every single day Zenni Optical provides thousands of customers a seamless experience on the site! We are proud to help people like those below:!

I have been using you guys since 2007! Love the frames EVERY time! Thanks for being so affordable! With 4 kids and low income, you guys are a life saver in a flash when new frames are needed ASAP!

- Christina C.

Just wanted to share that I absolutely am obsessed with your glasses and the customer service is outstanding!!

- Melanie H.

Simply AWESOME website. I just ordered my 3rd pair of glasses from this website!! I love them! Very reasonably priced and great quality! - Laura W.

14!

Presentation to Oracle Industry Connect!

ZENNI OPTICAL Today!

$-

$5.00

$10.00

$15.00

$20.00

$25.00

2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014

As Zenni continues to improve, we pass the savings on to our consumers!

$695

$1995

$1995

$1595

$995

$795

15!

Presentation to Oracle Industry Connect!

ZENNI OPTICAL Today!

17,756!5 star reviews on !Reseller Ratings!

583K!Followers on Facebook!

A+!BBB Rating!

98.14%!Thumbs up!53,790 reviews!on Ekomi!

16!

Presentation to Oracle Industry Connect!

ZENNI OPTICAL Today!

80!

17!

Presentation to Oracle Industry Connect!

Some tried to copy us…!

https://www.youtube.com/watch?v=SPrSXiCgQXs!

18!

Presentation to Oracle Industry Connect!

Better integration !of different functional areas: the

Ordering Process, Manufacturing, Customer Service

and Distribution!

Global solution !for varying language platforms!

A robust solution to meet growing demand!

New Challenges: Our need for a new platform"

+! +!

Oracle ATG/Endeca!

19!

Presentation to Oracle Industry Connect!

Experience of Oracle ATG Website Platform and System Integration by AAXIS!

System Integration! Launch! Post-Launch:!QA!

Maintenance!Development!

of new features!

License!

Design!

Growing Internal Team!

Development!

20!

Presentation to Oracle Industry Connect!

Future initiatives with the Oracle platform!

21!

Presentation to Oracle Industry Connect!

Novato, CA 94949!

800.211.2105 (ph)!415.883.7020 (fx)!

facebook.com/ZenniOptical!

@ZenniOptical!

Talk to us!

service@ZenniOptical.com!

instagram.com/ZenniOptical!