Unlock the Value of Omni-channel Commerce with Business ... · Omni-channel Commerce with Business Process Management Ken Morris, Principal October 29, 2014 . ... Retailers slowly

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



Agenda

About Boston Retail Partners

State of Retail Technology

Technology Enabling the Experience

Use Cases – Unified Commerce in Action

Conclusion






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




Introduction



Customers don’t think in channels…



State of Retail Technology



Silos are the Achilles heel of retail

technology!

Store Catalog Online Mobile



Channel evolution

Single Channel Multi-Channel Omni-Channel Unified

Commerce

The Legacy The Aspiration The Reality The Nirvana



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



Technology Enabling the Experience



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



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



Cloud computing enables next generation

of store systems



Middleware – the enabler



MDM - single version of the truth



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



Use Cases –

Unified Commerce in Action



Customer engagement – personalized

selling and promotions



Store operations – monitor and respond in

real-time



Supply chain – enterprise inventory

visibility…in real-time



Conclusion



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.



Ken Morris

Principal

(617) 880-9355

[email protected]

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.


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


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.


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


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


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


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


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


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


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


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


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


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


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


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


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)


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.


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



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


47

For More Information


Visit us at:

http://www.fujitsu.com/interstage

or email:

[email protected]




mailto:[email protected]

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

Thank you for attending

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Documents

Unlock the Value of Omni-channel Commerce with Business ... · Omni-channel Commerce with Business Process Management Ken Morris, Principal October 29, 2014 . ... Retailers slowly