Fujitsu Retail. Fujitsu in Retail Driving the Change. shaping tomorrow with you

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1 Fujitsu Retail Fujitsu in Retail Driving the Change shaping tomorrow with you

2 Fujitsu in Retail Driving the Change EDEKA Business profile Germany s largest supermarket corporation Challenge Reduce fraudulent activity; improve speed and efficiency of transactions Solution Fujitsu implemented Loss Prevention Systems in 1,400 stores; EDEKA also installed Fujitsu s GlobalSTORE PoS solution Benefits Return on investment was achieved in three months. Transactions are quicker and customers enjoy greater flexibility GROUPE AUCHAN Business profile International retail group and multinational corporation Challenge Improve customer loyalty and reduce TCO, supporting international growth Solution Fujitsu developed, implemented and maintained a PoS solution for 12,000 terminals in 9 countries Benefits Customer experience was enhanced and TCO reduced, with shoppers able to complete transactions quickly and conveniently LA FELTRINELLI Business profile With more than 100 stores and a fully integrated online store La Feltrinelli is the largest chain of book and music stores in Italy Challenge Loyalty programs and personalized rewards for over 1 million card holders Solution With help of Fujitsu s loyalty management solution, La Feltrinelli could integrate its online store and implement consistent customer loyalty policies and programs Benefits 2 The world is changing rapidly, making the retail business more competitive than any other industry. Digitalization and mobility, rising customer expectations, increasing cost pressure all mean that retailers are facing enormous challenges. We at Fujitsu stand for shaping tomorrow with you. With over 30 years of worldwide experience in the retail sector, we are already helping more than 500 retailers from all segments drive this change across 82,000 stores. Our endto-end retail business solutions make you more adaptable and responsive. They provide benefits to your business, customers, employees and IT and enable you to deliver a differentiated customer experience. We understand the unique challenges for retailers of all segments - from grocery to department stores to specialties and hospitality. Retail in a connected world The customer experience challenge The new role of the store Fujitsu Global 170,000 people in more than 450 offices across the globe Over 2 billion in R&D, 99,000 patents on technologies, products, services and processes End-to-end portfolio of retail applications, devices and supporting services One-stop-shop with the majority of products and solutions developed by Fujitsu Fujitsu s international strength and continuous investment in technology innovation allows us to deliver consistent services to our customers. We are committed to using our size, scope and experience as one of the world s largest IT companies to deliver local responsiveness. Our retail solutions cover the whole value chain from store, warehouse and headquarter to the backbone in the data center. We transform the customer experience in stores and across channels, and we have the retail solution intellectual property, process knowledge and integration skills to make a difference.»fujitsu has a compelling vision: retailers will increasingly invest in network redundancy rather than PoS redundancy in order to simplify technology deployment and radically increase agility and customer intimacy.«the Forrester Wave : Point Of Service, Q Real-time control of all promotion policies, better targeted, more personalized promotions that increase average spend, reduce planning costs and risk 3

3 Retail in a Connected World The Revolution Connect with your Customers The revolution driving the change in the retail industry is due to the fact that customers are now connected. They have full access to markets, innovation, the competition and benchmarks and they can discuss them directly with other customers via social networks, for example. New concepts for sales and customer loyalty are required. Retailers need to adapt to this change because trends and customers expectations are changing faster than ever. Well-informed customers sometimes know more about products and prices than your own staff, thanks to broadband at home, Smartphones in their pockets and online communities and forums. Retailers can benefit from this development by integrating these new opportunities into their value chain online and in the store. A key prerequisite is a consistent, enterprise-wide, integrated data base.»customer Engagement is the Key to Success«Physical stores are the best place to engage customers and build your brand to maintain an ongoing relationship. For instance, stores could recognize their customers when they walk in. If a customer uses her loyalty card at a kiosk to check her points balance, you can access her history and preferences and tailor-make an offer on the spot. Your staff is the face of your brand. That s why your employees need to be abreast of technological developments, if they are to provide the best possible service at the lowest possible cost. It all boils down to accessing information and processes quickly and easily no matter whether it s product information, ware-house stock or pricing to offer discounts, suggest substitutions and reserve stock at other locations. Your customers are already connected; your stores need to be, too. With technology freeing up staff and helping them to be more knowledgeable, service becomes more personal and effective bringing the retail environment to life and putting the customer at its heart. Technology can also inspire customers in the store: Background information on products or receipts and tips on media screens next to the offerings drive sales. We at Fujitsu help you make the customer experience seamless, so that your customers get a consistent, high-quality, unified brand experience wherever and whenever they choose to engage. Retailers Challenges in a Connected World Transform rapid changes into business opportunities Manage emotions and brand building Create an inspiring shopping environment Drive innovation and change»success MEANS TO KNOW What Motivates YOur Customers«4 5

4 The Fujitsu Retail Portfolio at a Glance Solutions, Applications and Services Point-of-Sale Systems Mobile Devices Fujitsu Retail Suite Retail Business Analytics Complete functions in one, compact device User friendly, attractive design Fast, low energy consumption Waterproof, dustproof touch screens Total remote management Archive of evidence for receipts A variety of functions, from PoS to back office Light, but powerful, long battery life Robust, waterproof housing Peripheral devices available for mobile cash registers One application platform for all needs from point of sale to back office Complete branch-office system for efficient customer relationship management Scalable and available globally Future-proof: Cost-effective adaptation for new requirements Customer CUSTOMER LOYALITY Return CENTRALIZED RETURNS Comprehensive data analysis for informed decision making Optimum customer experience and turnover per customer Loss prevention, sustainable reduction of inventory differences Audit support: Analysis of sales processes Value GlobalSTORE Store IN-HOUSE STORED VALUE CENTRALIZED STORE MANAGEMENT Self-Checkout/Self-Service Systems Personal Self Scanning Enterprise IT Managed Services and Maintenance Wide range of models for every need Compact, ergonomic, functional design No waiting time Easy to install and update Integration of handheld scanners and Smartphones into the shopping process Customers enjoy greater transparency and flexibility Quicker payment process Less personnel necessary Complete infrastructure for back office and data center Server, storage, desktop computers, notebooks, software and support from a single source World s leading technology, follows industry standards Powerful, energy efficient Optimal support of SAP ERP Systems, in the company data center or in hosted service environments Inventory, determining potential for improvement, impact analysis Design, configuration, architecture, migration, process automation, financing, integration, turnkey delivery, training Well-defined service level for all users - from service desk to complete outsourcing Maintenance, including multi-vendor consolidation and coordination Kiosk Systems Digital Media Networks Retail as a Service / Cloud Computing Consulting Make use of customer curiosity High degree of customer satisfaction thanks to autonomy Ease of operation using touch screens No waiting time Small transactions require no personnel Targeted communications for all the senses: audio, video, touch Multi-media-, multi-channel- and multi-platform Framework Comprehensive management of messages Cost-efficient, use-based payment, lower overall costs Enhanced flexibility: adjusts easily to business processes and fluctuating demand Utmost security of data and processes Does not tie up internal resources. External know-how and expertise Decision support for investments and strategy Integration and turnkey implementation Certified staff with years of experience Efficient support and analysis package for infrastructure 6 7

5 Changes in Lifestyle: The Customer Experience Challenge Retail Begins and Ends with the Customer Shoppers in a Store are Looking for More than a Purchase The most profitable stores recognize that designing and managing retail space is a kind of retail engineering with stores becoming venues for entertainment, information and inspiration. This end-to-end journey encompasses both the store experience and all the touch points outside the store. At Fujitsu, we believe that delivering an exceptional customer experience is critical to helping retailers differentiate their offer. This belief focuses our R & D on development of many of the industry s most innovative technologies, including award-winning Point of Sale (PoS) solutions. We begin by looking at the consumer experience, not the technology. If the shopping experience is unsatisfactory, customers will take their money elsewhere. In this context, technology is vital. It allows retailers to improve service and have a better view of their performance by using smart business analytics solutions, for example. Technology that improves the customer experience, speeds time-to-market and connects channels can give retailers a serious edge in attracting and retaining customers as well as in increasing their value. Customers expect innovative and appealing interior design also from store technology like kiosks and digital media solutions. At the same time, stores compete by delivering quicker and more comprehensive customer service, faster throughput and shorter lines. Retailers should thus strive to strengthen interaction with customers. You could, for instance, offer an integrated, consistent and inspiring shopping experience to assist customers. This consistent end-to-end customer experience doesn t need to stop at the door. Instead, it should be characteristic of the entire brand whether it s returns, loyalty programs or phone response. Gaining a new customer is much more expensive than keeping an existing one. That s why investing in loyalty, brand intimacy and responsiveness pays off. You can rely on our global experience to develop a more responsive and flexible organization. Fujitsu has won numerous awards for delivering improved service, greater customer loyalty and increased bottomline profitability. We have comprehensive retail consulting capability, allowing us to advise on optimizing the customer experience from mapping the customer s journey through the store to IT tools and infrastructure.»the Customer is The Center of All our ActivitiesGood Customer Experience Doesn t Just Increase Sales«Our expertise includes self-checkout and self-service solutions, in-store promotions and mobile technology. We work closely with retailers to help them reduce loss. We help them become leaner and more flexible through leading retail solutions and services across the entire supply chain. Those services help cut inventory costs and improve throughput and efficiency.»no Contradiction: Cut Costs, Improve Satisfaction«8 9

6 Driving the Change in the Entire Retail Process Bringing Innovations to the Retail Process Our Portfolio Drives Operational Excellence across the Value Chain Retailers across the world are connecting their stores, integrating online and offline sales ( click and mortar ) and exploring new ways of selling. These innovations require efficient stores and processes to support growth. It is a serious challenge for many retailers to pilot new ideas and bring new concepts to market before their competitors. Often, legacy IT systems block the way to success as they are not designed for the pace of the 21 st century. Thanks to our dynamic infrastructure offerings and flexible operations services, innovations are easy to implement. In today s connected world, direct links between business processes and IT are essential. Retailers need information about sales and inventory from all their stores in real-time to be able to react to short-term developments. To know exactly what is on stock anytime, anywhere requires advanced data analysis plus profound knowledge and linkage of IT and business processes. To make the best use of your resources also means to save energy cost and make smart business decisions about sustainability. Our energy-saving, durable retail solutions will help you reduce total cost and protect the environment just ask our team of long-standing IT consultants and experts. They will help you tailor a solution to the individual requirements of your business. To help retailers reduce their total cost of ownership, we have developed innovative financing models to convert IT costs from capital expenditure to revenue. Our Retail-as-a-Service and Cloud Computing offerings enable you to ramp up and damp down your computing resources as and when you need them. You can tap into applications, processing, storage and even entire business processes on a pay-as-you-go basis. You will also get better value because you will not have to pay for Christmas trading volumes all year round. Fujitsu s dynamic infrastructure offerings allow you to respond almost in real time to changing market conditions. Technology plays a key role when it comes to enabling your staff. The intuitive user interfaces of our PoS and self-service terminals and our powerful, flexible, highly customizable end-to-end applications keep training for new staff to a minimum and lower the number of general support requests for managers. Our mobile devices increase your staff s availability and thus, their productivity.»agility and Flexibility The Must-Haves for Successful RetailersProductive Staff Attracts Customer Loyalty«10 With Fujitsu as your partner, you will benefit from a complete offering of hardware, software and services addressing stores, warehouses and your headquarters. Our hardware and software interfaces are based on common IT standards, which make them interoperable with existing IT equipment. We will even manage, operate and maintain your IT for you within our managed-services and outsourcing programs for stores, workplaces and data centers, if you wish. Our financing solutions help you introduce innovation even if your budget is almost spent. Fujitsu in Retail To the Point Optimized Customer Experience We deliver retail IT solutions to change the way your customers shop, increase sales and reduce costs. Employee Efficiency Our consulting services and system in-depth knowledge of systems help you detect hidden potential and increase business value. Managed Services We keep thousands of stores running with cutting-edge end-to-end installation, support and maintenance. We offer global capability along with lean service, continuous improvement methods and innovative commercial deals. Core IT We keep the retail engine running with on-demand infrastructure, support and management from store to headquarter to warehouse, from data centers to networks and desktop. Our global reach, local expertise and technical excellence produce solutions which are built for the retail environment. We have extensive expertise in delivering to scale and offer you real flexibility in operating models as well as cost transparency. 11

7 Customer Experience Highly available Global leader in PoS solutions Innovation Practical solutions 30 years of experience in retail Global SLAs Powerful Energy efficient Powering 82,000 stores Continuity Efficient use of personnel resources Research and Development Individual Design Long-term view The single end-to-end IT provider in retail Sustainable solutions One stop shop Efficient processes Worldwide availability Follow-the-sun service Scalable Easy to handle solutions Shopping = a special experience Software 500 retail customers Extensive IT know-how A secure investment Hardware THE FUJITSU GROUP Invests more than $2bn per annum on R&D Employs more than 170,000 employees worldwide Supports customers in more than 100 countries Ranks as the third largest IT service company in the world We would welcome the opportunity to discuss how we can help. Please contact: Fujitsu Technology Solutions Customer Interaction Center Mon. Fri.: 8:00 a.m. 6:00 p.m. cic@ts.fujitsu.com Phone: +49 (0) (each call 14 ct/min.; the prices for calls made from mobile devices can vary from this rate) All rights reserved, including intellectual property rights. Technical data subject to modifications and delivery subject to availability. Any liability that the data and illustrations are complete, actual or correct is excluded. Designations may be trademarks and/or copyrights of the respective manufacturer, the use of which by third parties for their own purposes may infringe the rights of such owner.for further information see ts.fujitsu.com/terms_of_use.html Published by Fujitsu Technology Solutions Copyright 2013 Fujitsu Technology Solutions printed in Germany