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Giorgio Visintin e Elena PreviteraReply
June 26th, 2018
Un approccio omnichannel per il mondo retail e grocery. : I casi Costco e Spar
To excel in helping
our customers
exploit relevant
innovation brought
about by
economics changes
and driven by
internet
technologies
Where we are
Creativity, technical excellence and
multi-channel thinking
Specialized competence on
Implementation services + Marketing
services
CPG, Travel , Retail, Fashion Grocery
Vertical markets knowledge
Digital Transformation and continuous
investments in Innovation and Know-
How.
Strategic Partnership with Leading
Market Vendors.
> 1000 employees of Reply Group
working on eCommerce related services
REPLY @ COMMERCE
➢ UK site feature reach in < 6 months
➢ Mexico E-commerce exceeds expected
sales by 200% (built using UK ”Single Instance
Platform” SIP)
➢ SIP expanded to South Korea, Taiwan, rollout
plans for Australia, Japan, and China
➢ Omnichannel inventory management
➢ Digital innovations in-store and
online
➢ Multicountry and multistore
experience
SPAR Austria Group is a leading supplier in retail since
1954. Currently SPAR group counts over 100
hypermarkets and 3.000 stores in 7 countries in Europe.
Costco is an American multinational corporation, second
largest retailer in the world , with 741 warehouses.
costco.com attracts at least 58 million visitors per year.
SPAR CASE
• Multicountry strategy
• Content and Feature localization
• Specific storytelling and brand editorial contents
• Wide range of promotions and strong relation with
existing loyalty plans
• Integrated workflows with physical stores
Project goals
Challenges faced
• User Experience but multiple user-unperceived ecommerce stores
(grocery, durable goods, wines)
• PIM (Product Information Management) for all the shops
• CMS for all contents on all the site, including complex editorial
contents
• HUB to drive consumers to the right digital space based on specific
needs
A UNIQUE:
• Choose the day and time range, even
different for more than a delivery mode in
a single chart
• Timeslot prices set by rules;
• availability and prices clearly
shown to the customer
• Each TimeSlot is related to a specific
POS / PickUpBox
Select the Timeslot Place the order Book default
capacities
Order sent to
logistics
Update real
capacitiesPlanning Actual
capacities consumption
Customer Onboarding
And following operations
Weight products
Delivery,
with
updated
total cost
Customer selects
the weight desired
for a product (i.e
apples)
Customer
places the
order
Order is sent
to logistic
Peaking the
real weight
Price
recalculation
Recipes - Sommelier
• User selects a recipe, and all the
ingredients are proposed and put
to cart
• User selects a specific base
ingredient, and some recipes are
proposed, with the remaining
ingredients
• Wines in catalog are prosed on
the base of recipes selected by
customer
• A service suggest the correct
pairing wines-foods. Foods may
be proposed on the base of
selected wine
Multi item search
• User submit his shopping
list and a service propose
for each row a selection of
products, based on his
habits and on marketing
strategies
Multiple shipping
POS visibility
• Select the phisical store for
• Product availability
• Stock information
Reserve a product
• Reserve a product in commerce
site,
• Payment may be online or in
store
• Store has upselling opportunities
Promotional engineChatbot Loyalty program
welcomed by a
salesperson
Salesperson advises
active promotions
Salesperson logs in
with the customer account
Customer pays
via Tablet or at the cashier
Goods may be
also delivered at home
Order information
are available on commerce site
Assistant in store
• Multicountry strategy
• Multimedia platform: web, mobile, mobile app,
call center
• Strong content localization (layout, editorials,
promotions)
• Sophisticated behaviour using a dark-store
concept, central warehouse, and hub stores
Project goals
Challenges faced
• Design of a strong multicountry commerce solution
• Developed a template for global expansion covering Europa, Far
East and SA
• Sophisticated checkout capability for multi address shipment
• Management of dropship vendor integration using EDI
• Replacement of IBM WebSphere platform with significant ICT
effort savings
The secretof our success? Change the perspective!
OMNICHANNEL APPROACH
CUSTOMER CENTRIC
START FROM THE BASICS
User Experience
I Know what mycustomers wants
CREATE THE DIFFERENTIATION
Commercial Strategy
How can I make mybusiness relevant for mycustomer?
LEVERAGE THE INNOVATION
Operation Integration
How can I be
sunstainable ?
…and create harmony
In ProcessesAmong Stakeholders
Store manager
eCommerce
Customer Care
Administration F&C
Logistics
Operations
WHY HYBRIS
• modular and extensive platform for omni-channel
commerce & customer engagement
• modules and capabilities for running channel independent
back-end processes
• accelerators with in-built world best technological and
business practices
• flexible and adaptable, and it can be customized to meet
the demands of various businesses.