Learn How to Create a Seamless Omni-channel Retail Experience
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Perficient is a leading information technology consulting firm serving clients throughout
North America.
We help clients implement business-driven technology solutions that integrate business
processes, improve worker productivity, increase customer loyalty and create a more agile
enterprise to better respond to new business opportunities.
About Perficient
• Founded in 1997
• Public, NASDAQ: PRFT
• 2013 revenue ~$373 million
• Major market locations throughout North America• Atlanta, Boston, Charlotte, Chicago, Cincinnati, Columbus,
Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Los Angeles, Minneapolis, New Orleans, New York City, Northern California, Philadelphia, Southern California, St. Louis, Toronto and Washington, D.C.
• Global delivery centers in China, Europe and India
• >2,100 colleagues
• Dedicated solution practices
• ~85% repeat business rate
• Alliance partnerships with major technology vendors
• Multiple vendor/industry technology and growth awards
Perficient Profile
BUSINESS SOLUTIONSBusiness IntelligenceBusiness Process ManagementCustomer Experience and CRMEnterprise Performance ManagementEnterprise Resource PlanningExperience Design (XD)Management Consulting
TECHNOLOGY SOLUTIONSBusiness Integration/SOACloud ServicesCommerceContent ManagementCustom Application DevelopmentEducationInformation ManagementMobile PlatformsPlatform IntegrationPortal & Social
Our Solutions Expertise
Our Retail Business
Industry Situation
Retail chains react to web retail’s growth – change
investment strategy, store roles in e-commerce
Consumers are spending less time shopping in stores
and shifting more of their retail dollars to
the web
Consumers 15yrs old+ average amount of time
shopping in brick and mortar stores:
Weekdays: 11.8%Weekends: 14.3%
The Connected Consumer
C o n n e c t e d C o n s u m e r Tr a i t s• Online research and product
evaluation online• Technology-enabled interactions• ‘Always on’ retail context• Cross-channel shopping• Looks for cost-value benefit• Personalization & contextualization• Localization• Expects faster delivery & free
shipping
The Consumer is in Control of the Shopping Experience
Cornerstone: Shopper’s Journey
Do you know your shopper?
Do you serve your shopper through
each step?
Do you know how they wish to be
served?
Customers’ Journey
Lack of brand awareness
Right engagement channel = Awareness & interest
Need information to evaluate & select
Product/Service meets evaluation
criteria
Positive Experience, product works,
resolution in customer favor = Repeat sales
Created based needs, tastes: feedback
Channels:digital dialogue, word of mouth, and response to
feedback
Customer decision –info & reviews via
digital
Long term satisfaction = continued personalized
costumer relationship
Customer added value = Evaluation and
feedback = refined products & offerings
In-Store Still Rules, But It’s Losing Share
5/9/2014IBM Internal and Business Partner use only10
2012 2013
In-Store
Online
Other
Source: IBM IBV 2014 survey, n= 30,554. Year on year comparisons include 13 of 16 surveyed countries
84%
14%
2%
72%
27%
1%
Percent of last purchases reported by channel
Expect Personalization and Will Share
Willingness to share
of consumers want personalized promotions in-
store based on what they scan
of retail customers want to access relevant product
information in-store
of consumers are more likely to do business with brands that allow them to control where, when and how they interact
58% 42% 83%
Social handle 32%
36%GPS location
Mobile # 22%
Source: IBM IBV 2014 survey, n= 30,554
Expect Personalization and Will Share
Willingness to share
of consumers want personalized promotions in-
store based on what they scan
of retail customers want to access relevant product
information in-store
of consumers are more likely to do business with brands that allow them to control where, when and how they interact
58% 42% 83%
Social handle 32%
36%GPS location
Mobile # 22%
Source: IBM IBV 2014 survey, n= 30,554.
80%Social handle 77%
72%GPS location
Mobile #
in context of shopping
Changing Consumer Expectations & Marketplace Realities
Intentions are increasingly difficult
to understand
Expect flexible delivery and
execution
Demand highly relevant and engaging experiences
Seamlessly interact and shop anywhere, anytime
It is crucial to differentiate and deliver value to your customers
Omni-channel: Leader of 2013 Internet Retailer Top 500
The Forrester Wave™: B2C Commerce Suites, Q3 2012
Source: AMR Research Commerce Platform Vendor Landscape, 3Q 2009
Source: Gartner MQ for Commerce 4Q 2011
15+ Year Leader of e-Commerce Industry
Analyst Reports
Forrester Wave for B2C Commerce Suites, October 2012
Analyst Reports (Continued)
Forrester Wave for B2C Commerce Suites, October 2012
Omni-channel of Yesterday
OMFulfillment Network.
Distribution Centers
Enterprise Applications
eCommerce
Customer Channels
External Services
Order Management Requirements
Omni-channel of Today
Fulfillment Network
Enterprise Applications
Call Center eCommerce StoreMobileKiosk
Customer Channels
ExternalServices
3PLs Distribution Centers
Drop Shippers ServiceProvidersStore Network
Omni-channel & Commerce Strategy
Fulfillment Network
3PLs Distribution Centers
Drop Shippers
Enterprise Applications
Call Center eCommerce StoreMobileKiosk
Customer Channels
Service ProvidersStore Network
External Services
Application Platform
Order Repository Inventory Repository
Business Rules
IBM Leading the Way
Sourcing
Capabilities Builds out the fulfillment network and defines the different
types of facilities
Create the relationships between the fulfillment locations
Provides rules around what locations to allocate from based on proximity, cost, least number of shipments, dates
Provides constraints based on enterprise or customer around splitting orders or lines, backorder rules and releasing orders
Triggers transfers or purchase orders from other facilities depending on business rules
Benefits Reduces backorders by providing allocation capabilities
across an entire fulfillment network
Improves order fill-rates and cycle times
Increases customer satisfaction by providing customer level rules
Reduces inventory costs and obsolescence
Works with external systems such as a TMS to give more accurate results
IBM Leading the Way
Order Promising (ATP) ConsiderationsOrder Promising is the process of determining the availability of products and services based on various constrains. Sterling Commerce provides configurable rules which can be used for controlling the selection of nodes and shipping dates.
Sourcing Rules
Inventory/ Capacity
Date Constrains
Scheduling Constraints
• Ship Complete• Backorder Rules • Dependency
Rules• Allocation Rules
• Lead Times• Calendars • Transit Time• Order Schedule/
Release Rules• Processing Time• Delivery Times
• Supply Types• Demand Types• Supply Constrains• Safety Stock• Resource Types• Resource Avail• Process Together
• Customer Constrains• Relationship Types• Facility Rules • Product Constrains• Procurement/
Transfer Rules• Substitution Rules
Call Center eCommerce StoreMobileKiosk
IBM Leading the Way
Order Visibility and Management
Capabilities
Enables aggregating, managing, and monitoring orders from all channels
Provides a single order repository to create, modify, and monitor and track an order’s lifecycle real-time
Line level Independence allows for more flexibility in building orders
Visibility down the supply chain by linking related orders
Coordinates intelligent sourcing and fulfillment across the extended enterprise
Benefits
Maximizes customer satisfaction and revenue Improves order fill-rates and cycle times Reduces order management and expediting
costs Reduces inventory costs and obsolescence Gives channels complete transparency of the
order and all relevant information pertaining to it.
IBM Leading the Way
Drop Ship
Capabilities Automatic purchase order creation Process monitoring for timely response
Acknowledgement Interim status Ship confirmation
Web-based partner portal Review, acknowledge and release orders Print documents and labeling Interface to carrier Submit inventory availability
Supplier performance monitoring Proactively manage your drop ship process and
community by exception End-to-end drop ship support for the supplier Accurate promising with inventory availability
Supplier Collaboration PO
Capabilities
Benefits
IBM Leading the Way
Capabilities Enables directed workflow for all tasks with visibility
and status tracking, and alerts and event management
Supports automated item re-classification, based on return status and disposition codes, and configurable rules
Enables linking return to original sales order and all subsequent return processing activities
Enables ‘blind return’ processing Simplifies complex returns scenarios such as wrong
item returns, even and uneven exchanges.
Benefits Provides end-to-end return processing visibility, i.e.
‘one version of the truth’ Ensures timely processing of returns by enabling
managing internal / external process participants Can be readily reconfigured to support changing
returns (business) processes
Returns Management
Why Customers Choose Sterling OMS
CapabilitiesBenefits
Enhances customer service across all channels Better exposure to problems so CSRs can react
quicker Reduces training
Cross-channel call center solution gives CSRs visibility into selling and ordering processes across channels and fulfillment methods
Wizard driven order entry and modification as well as scripting
Provide customers fulfillment options Easy to use task based user interface
Cross Channel Fulfillment – Call Center
At a Glance
ChallengeThis retailer launched its strategic commerce initiative in order to meet the demands of the increasingly informed consumer by providing a multi-channel retail experience. The retailer needed an order management system that could:
• Handle growing demands across multi selling channels• Achieve an inventory view across all demand and
fulfillment channels• Reduce fulfillment cost• Expand its direct-to-consumer channel• Improve profitability
SolutionThis retailer engaged Perficient to implement IBM Sterling Order Management to address its key commerce challenges.
FactsNutritional health and fitness retaileroperates over 1200 stores in 45 statesemploys more than 17000 team members
Wish List• Improve Competitive
Positioning• Reduce Cost• Expand Web Product
Assortment• Enable Drop Ship
Business Value Delivered• Reduced fulfillment cost• Expanded Web Catalog• Improved possibility• Vendor drop ship platform
At a Glance
ChallengeThis retailer’s unique business includes numerous brands, products and a diverse customer demographic. As their business evolved the company tried to support its varied needs using legacy systems. This led to siloedprocesses for each brand. The speed and flexibility of the existing system could not keep pace.
SolutionThis retailer selected Perficient as its implementation partner and IBM’s Sterling Order Management to serve as the platform.
FactsApparel & housewares retailer operates over 400 retail location across a variety of brands
Business Value Delivered• Consistent seamless customer service• Increased revenue by reducing
lost/missed sales• Purchase online and pickup in store• Browse online and hold in store• Ship to store• Drop ship capabilities• Improved home deliveries
Wish List• Reduce legacy system costs• Consistent buying experience across all
channels• Regain market share
Envision• Creation of the vision, business case,
implementation plan that leads to program development – Roadmaps / Workshops / Strategy
Execute• Requirements, design, development and
testing for solution implementations that result in project results – Blueprints / End-2-End Project execution / Optimize
Evolve• Assess and maintain deployed solutions for
operational improvement – Training / Mentoring / SupportBased on best practices from industry standards…
How We Engage
The Enable Methodology
Daily unique content about content management, user experience, portals and other enterprise information technology solutions across a variety of industries.
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For more information, please contact:
Katie Hull972-762-1236