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Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
E-Commerce Trends and Retail Customer Case Studies
Isaac PessanhaPrincipal Sales ConsultantOracle Retail Global Business UnitJune 30, 2016
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 3
Safe Harbor StatementThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 4
Agenda
Pesquisa global Oracle Retail ”The Power and The Money”
John Lewis – Click & Collect case study
Oracle Retail Omni-Channel solutions
1
2
3
THE POWER
THE MONEYAND
retail today defined by
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 6
Pesquisa anual realizada com 13.250 consumidores em Austrália, Brasil, China, França, Alemanha, Itália, Índia, Japão, México, Rússia, Reino Unido e EUA
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 7
Millennials possuem a Força – eles definem as tendências
Os Boomers possuem o Dinheiro – eles são o motor econômico
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal/Restricted/Highly Restricted 8
TENDÊNCIAS
SERVIÇOS FIDELIDADEEXPERIENCIA
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MILLENIAL COMPRA ONLINE E RETIRA NA LOJA
PESQUISA ON-LINE, COMPRA NA LOJA
PESQUISA NA LOJA, COMPRA ONLINE
CHECAR DISPONIBILIDADE ANTES DE IR A LOJA
MOTIVADOS POR COMUNIDADE E EVENTOS
BOOMER
COMPRA NA LOJA, ENTREGA EM CASA
COMPRA ONLINE E RETIRA NA LOJA
COMPRA VIA CELULAR
CHECAR DISPONIBILIDADE ANTES DA IDA A LOJA
MOTIVADOS POR RECOMPENSAS
Principais tendências em ascensão
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MÓVEL
95.5% millennials68.4% boomers
Verificam informações sobre o produto no dispositivo móvel
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MILLENNIALS
36.8% comprou no celular este ano
38% comprará no próximo ano
32% crescimento
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MÓVEL
desejam melhores
serviços móveis
36.3% 31.7% 36.7%
desejam uma experiência
fluída
desejam poder "scannear" e pagar na loja com o celular
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
BOOMERS
4.8% comprou no celular este ano
7.3% comprará no próximo ano
+34% crescimento
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LOJA
54% millennials71% boomers
Preferem comprar produtos na loja e levá-los para casa
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LOJA
42 % millennials34 % boomers
pesquisam online, mas compram na loja
15% e 47% respectivamente
pesquisam na loja e compram online
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LOJAOs que visitam a lojas uma vez por semana
32% uma vez por
semana
25% várias vezes por
semana
Os que compram online visitam com menor frequência
17% uma vez por
semana
13% várias vezes por
semana
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Millennials gostam da LOJAS
201552%
compram na loja, pelo menos uma vez por semana
201662.2%
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SERVIÇOS
54% desejam tecnologia para melhorar a sua
experiência individual
30% aceitam pagar mais por um experiência
fluída
28% desejam serviços móveis
melhores
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31,7% dos boomers: tecnologia deve apoiar o serviço na loja
SERVIÇOS
26% millennials29% boomers
não acreditam que
funcionários da loja sabem o suficiente para serví-los
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SERVIÇOS
abandonaram uma compra na loja devido à falta de informações
23%millennials
23%boomers
Sentem necessidade de informação
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SERVIÇOS42% desejam encontrar detalhes
de procedência online
33% desejam entender como o
produto é feito
48% acreditam que esta
informação deve estar disponível
para todos os produtos
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COMPARTILHAR
30% da geração do milênio e
16% dos boomers aceitam compartilhar
feedback e ideias
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COMUNIDADE
27% desejam juntar-se a uma comunidade26% desejam serviços de acordo com
interesses específicos
Boomeers importam-se menos
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John Lewis – Click & Collect case study
24
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
30 department Stores+ 9 John Lewis Home
Waitrose supermarkets
Waitrose convenience stores
About John Lewis
25
255
36
39
Source: John Lewis
£ 9.5bn gross sales
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John Lewis reported a 4.8% increase in like-for-like sales in the five weeks up to 27 December. With a 62% increase in click-and-collect orders the year prior, according to Bloomberg, it’s likely the service played a significant part.
John Lewis: 62% increase in click-and-collect orders
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John Lewis - Click & Collect • Total sales at John Lewis for the five weeks to December
27th were a record £777m, up 5.8 % on the same period of the year before.
• But the growth was driven entirely by a 19 % surge in online sales compared with Christmas 2013, while sales in shops “remained level with last year”.
27
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John Lewis Online Revenue Reached 36%Click & Collect (56% of total) now surpasses Home Delivery
Christmas 2014: Total Sales +4.8%; Stores 0%, E-comm +19% Christmas 2013: E-comm +22% Omnichannel shoppers spend more than single-channel
29Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |
Omni-Channel Solutions
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Omni-Channel – Understanding the Journey
Buy Anywhere, Pick-up Anywhere, Return Anywhere
30
Sales & ReturnsFulfillment
Options Any Store
DC to Consumer Vendor
RelevantOn-line
On the GoIn the Store
On the Phone
Click/Reserve:Collect in Store
Ship to Customer
Return:Pick-up at Home
Ship to WarehouseReturn to Store
In Store:Take With
Order & ShipPick-up
Pick-up in Another Store
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Oracle Retail Guiding Principals
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Move to the Cloud Order Management Order Brokering CRM & Loyalty Commerce
Expanding on Omni-Channel Journeys Oracle Retail Order Management System Oracle Retail Order Broker Oracle Retail Customer Engagement Oracle Commerce Oracle Retail Xstore POS Oracle Retail Store Inventory Management Oracle Enterprise Solutions like RMS & RESA
Point Of Service Hardware Better Together POS devices
Embedding Science Oracle Retail XBRi Margin and Profitability in Brokering Deeper Customer Insights
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Which Commerce Anywhere value levers deliver the most business value?Numerous Commerce Anywhere Considerations
CUSTOMER TRANSPARENCY
INVENTORY TRANSPARENCY
ITEMTRANSPARENCY
|
ORDER TRANSPARENCY
$99.99
A Single Source of the Truth32
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What is your current state, desired future state & priority?Numerous Commerce Anywhere Considerations
CUSTOMER TRANSPARENCY
INVENTORY TRANSPARENCY
|
ORDER TRANSPARENCY
$99.99
ITEMTRANSPARENCY
33
Business Drivers for Commerce Anywhere:• Revenue• Sales Channel Expansion• Territory Expansion• Competitive Threats• Industry Trends
Business Drivers for Commerce Anywhere:• Customer Acquisition/Retention/Loyalty• Customer Satisfaction• Customer Experience• Customer expectations• Operational Efficiency
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Out of the Box Omni-Channel Scenario Support• Order online/mobile/call center
– Ship from DC– Ship from store– Ship from supplier (Drop Ship)– Pickup in-store with store inventory– Pickup in-store with DC inventory– Pick-up in-store with supplier inventory– Return to store
• Order in-store A – Ship from DC– Ship from DC, pickup in store A– Ship from store B– Ship from store B, pickup in store A– Pickup from store B
• Single View of Customer across all Touchpoints
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Oracle Retail Omni-Channel Sell-Side Solutions
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Xstore POS Simple & Flexible Register, Tablet &
Handheld Better Together HW
Order Broker Omni-Channel Order
Broker Enterprise Inventory
Location Visibility
Order Management DTC Order Master Full Order Edit View All Shipment Information
Customer Engagement One-View of the Customer Enterprise LoyaltyOracle Commerce
Commerce and Endeca Personalized, Optimized and
Flexible Experiences
Store Inventory Management Accurate In-store inventory
across the Enterprise Back office & on the sales floor
Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 36
Oracle Retail “Sell-Side” Commerce Anywhere IntegrationCustomer Info, Inventory/Location Search, Loyalty,
Gift Card, Order Checkout/History, Email Click Through,Clienting & Order Related Emails
Oracle Commerce TM Open Commerce Platform TM
ECOMMERCE
ORDER MANAGEMENTSYSTEM CLOUD SERVICESTM
ORDER MANAGEMENT SYSTEM
WAREHOUSE MANAGEMENTSYSTEMTM
WMS
OrderHistory
Orders(Customer &
Payment Info)
ItemsPricing
InventoryShip Info
Ship Confirm,Tracking,
StatusUpdates
Picks &Order Info
DCInventory
Customer Loyalty,Awards, Gift Card, Promotions, Email,
Clienting
Orders: Store Pickup,Fulfillment, Broker
Order Status Updates
Product & PricingInformation
RETAIL MERCHANDISINGSYSTEMTM
MERCHANDISING
ORDER BROKERCLOUD SERVICETM
ORDER BROKER
CUSTOMER ENGAGEMENTCLOUD SERVICETM
CRM
In-Store,Web/Phone Returns
Customer Loyalty,Awards, Gift Card, Promotions, Email,Clienting & Sales
Transactions
Location &Inventory Services
DC Available toSell Inventory Levels
Product & PricingInformation
Orders: Store Pickup,Fulfillment, Broker
Store Available toSell Inventory
Levels
STORE INVENTORY MANAGEMENT TM
SIM
XSTORETM
POINT-OF-SERVICE
Customer Info, Inventory Search, Loyalty, Gift Card,
Awards, Sales,Returns, History
OrderRelatedEmails
Web SpecificProduct Information
Order StatusUpdates, Product
Availability
Customer Loyalty,Awards, Gift Cards, Promotions, Email,Clienting & Sales
Transactions
Sales/InventoryTransactions/Returns,
Ship/Receive Documents
CUSTOMER ASSOCIATE
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Oracle’s Out-of-the-Box Integration Story is Powerful and Cost Effective!
CIO’s are Telling Us That They are Spending 3-7 X on Integration to Achieve Commerce Anywhere.
Oracle has Invested Over $12B USD in the Last 4+ Years Creating, Acquiring and Integrating
Commerce Anywhere Solutions.
Oracle Retail “Sell-Side” Commerce Anywhere Integration
37
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Thank You!