OMNICHANNEL SALES REVOLUTION

Transcription

1 OMNICHANNEL SALES REVOLUTION Commerce as a service proposition Delivering Transformation. Together.

2 2 OMNICHANNEL SALES REVOLUTION Customers behaviour is changing

3 BECAUSE THEY ARE CHANGING HOW TO MAKE A DECISION ACTIVE EVALUATION BRAND CONSIDERATION LOYALTY LOYALTY LOOP PURCHASE FEEDBACK SENTIMENT 3 OMNICHANNEL SALES REVOLUTION

4 They want to interact everywhere, ateverytime in the easiestway 4 OMNICHANNEL SALES REVOLUTION

5 Now it s time to give more attention on making customers experience more convenient, easy and engaging 5 OMNICHANNEL SALES REVOLUTION

6 by creating a differentiated journey featuring truly innovative, useful digital applications and a seamless integration of all channels 6 OMNICHANNEL SALES REVOLUTION

7 AS SOPRA STERIA ITALY, WE SUPPORT OMNICHANNEL SALES OF OUR CLIENTS TO FULFILL thousandsof ecommerce orders every day TO CARE hundred thousands global customers TO CASH more than 300 million euros of online orders every year 7 OMNICHANNEL SALES REVOLUTION

8 WE FACE THE COMPLEXITY OF MULTIPLE ASPECTS INVOLVED IN OMNICHANNEL COMMERCE 8 OMNICHANNEL SALES REVOLUTION

9 OMNICHANNEL NEEDS TO COORDINATE AN INCREASING NUMBER OF INTERACTIONS BETWEEN MULTIPLE TOUCHPOINTS AND SEVERAL SYSTEMS CUSTOMER TOUCHPOINT Social C H A N N E L S External sites Concession Customer APP Corporate Site Ecommerce Site Store Customer care WEB Mobile Person Analogic ecommerce Frontend ecommerce ERP Customer care Customer DB Marketing CMS Recommendation Campaigns CMS Recommendation Engine Social Listening PIM Realtime Marketing Customer analytics DAM Loyalty Digital Signage ebusiness Solution Storefront Platform Order orchestrator 1 click shop Tax & Duties Customer APP Order shipment and return management Custom WEB Concession Affiliation Store APP Live interaction Customer care portal Interactive solutions Payments solutions Integrations Others 9 OMNICHANNEL SALES REVOLUTION Content distribution platforms

10 TO ENGAGE THE CUSTOMER WITH THE RIGHT OFFER IN THE RIGHT MOMENT ON THE RIGHT DEVICE 10 OMNICHANNEL SALES REVOLUTION

11 WE REDESIGN INFORMATION, BUSINESS PROCESSES AND TECHNOLOGY WITHIN A UNIQUE OMNICHANNEL EXPERIENCE MARKET sell CHAIN optimize PILLARS BE EVERYWHERE AND EVERY TIME MEASURE & UNDERSTAND THE EXPERIENCE OPTIMIZE PROCESSES ANTICIPATE NEEDS 11 OMNICHANNEL SALES REVOLUTION

12 THANKS TO A 360 SET OF SERVICES FOR END-TO-END OMNICHANNEL COMMERCE PROJECTS REPORTING & BI CUSTOMER ENGAGEMENT CUSTOMER CARE & EXPERIENCE MANAGEMENT UX & INTERFACE DESIGN INVENTORY & WAREHOUSE OMNICHANNEL COMMERCE FRONT-END DEVELOPMENT PURCHASING & SUPPLIER MANAGEMENT ORDER MANAGEMENT & FULFILLMENT PLANNING & MERCHANDISING INVOICING & PAYMENTS 12 OMNICHANNEL SALES REVOLUTION

13 AND A ROCK SOLIDMODULAR PLATFORM TO ELABORATE, BALANCE, DECOUPLE AND INTEGRATE ALL INFORMATION FLOWS DIGITAL STORE FRONT SYSTEMS INTEGRATION ENTERPRISE COMMERCE SOLUTION CRM SYSTEMS PLM / MASTER DATA / DAM REPLENISHMENT BRAND SYSTEMS FINANCIAL SYSTEMS DW / BI PAYMENT PROVIDERS RETAIL LOGISTICS SYSTEMS CARRIERS OTHER TOUCHPOINTS Stargate is a well-estabilished enterprise solution to manage all processes involved in omnichannel sales 13 OMNICHANNEL SALES REVOLUTION

14 OUR ECOSYSTEM FOR COMMERCE AS A SERVICE OFFERING DIGITAL STORE FRONT SYSTEMS INTEGRATION ECOMMERCE MOBILE CONTACT CENTER E-EVENTS <<<<< < RETAIL / WHOLESALE CATALOGS CONCESSION ENTERPRISE MARKETPLACE ECOMMERCE SOLUTION Global and pervasive interaction with the Customer Global vision of the Customer, its orders and OTHER contacts TOUCHPOINTS Stargate is a well-estabilished enterprise solution to manage all processes involved in omnichannel sales Products Allocation & Replenishement Assortment Planning & Merchandising 14 OMNICHANNEL SALES REVOLUTION

15 STARGATE DELIVERS A CONSISTENT OMNICHANNELSHOPPING EXPERIENCE THRU CONSOLIDATION, AUTOMATION AND INVENTORY VISIBILITY ACROSS THE ORGANIZATION Manage all Sales from a single system Experience Management & Cross-Channel Capability <<<<< Consolidate Customer Information in a single history log Consolidate Orders across all sales channels in a flexible, intuitive, centralized or distributed dashboard Ecommerce, marketplaces, mobile, in store Integrate global fulfillment options: ship from warehouse ship from store in store Pay & collect in store Pick & pay in store Return & refund in store Return & exchange Drop ship Manage international Order Fulfillment Regional and cross-border sales Single source of all sales, orders and customers data 15 OMNICHANNEL SALES REVOLUTION

16 STARGATE DELIVERS A CONSISTENT OMNICHANNELSHOPPING EXPERIENCE THRU CONSOLIDATION, AUTOMATION AND INVENTORY VISIBILITY ACROSS THE ORGANIZATION Inventory Allocation & Reservation Features <<<<< Consolidate disparate inventory tracking and control systems into a single, global inventory management solution Synchronize and Track Inventory levels across multiple inventory sources Create a centralized virtual inventory to list products availability across all sales channels Inventory on hand, reserved on order, available for sales Available to promise (open purchase orders) Allocate inventory by channel Set thresholds to prevent order cancellations due to overselling or shortages Allocate availability by standard or custom rules Automatically /manually assign partial / total quantity to order line Automatically/manually put delivery line in backorder if inventory is unavailable for allocation Reserve orders in a variety of ways to tailor processes to meet business needs Sourcing rules to define where to source the product from Scheduling feature to reserve on-hand inventory to sales order lines and schedule the shipment based on this availability Full, Partial, Fair Share or Percentage reservations when low inventory occurs 16 OMNICHANNEL SALES REVOLUTION

17 STARGATE: PLATFORM DETAILS PLATFORM MODULES Global Order Management Customer Management Shipping Management Inventory Management Warehouse Management Reporting & Analytics Dynamic Feed & Integration Management 17 OMNICHANNEL SALES REVOLUTION

18 STARGATE GLOBAL ORDER MANAGEMENT: MULTIPLE SALES CHANNEL IN A FLEXIBLE ORDER FLOW PROCESS READY FOR INTERNATIONAL SALES Global Order Management 18 OMNICHANNEL SALES REVOLUTION International Orders Fulfillment Process Management Consolidate Orders across multiple Sales Channels High Scalable multi-country, multi-currency, multi-language order processing Flexible Order Flow Process Intuitive Dashboard to Track and Manage all Orders at-a-glance Order Editing, order update and tagging Phone / manual order entry Advanced Order Routing Rules Engine Automatic/ Manual Order hold management Integrated Shipping Drop ship Order Management Multiple payment methods Cross-border and regional invoicing International VAT & Sales Taxes management International payment processing and fraud check Automated Event Manager Automatic Print / Invoices & Credit Notes RMA, Returns, Refund, Exchange Processing

19 STARGATE CUSTOMER MANAGEMENT: UNIQUE CUSTOMER VIEW FOR BETTER CUSTOMER SERVICES Customer Management Consolidated Customer Information Intuitive Dashboard to Track and Manage all Customer Information Search Customer by , Name, Web User ID, Customer ID, Phone, Customer Service Management Customer tagging and categorization on the fly Customer notes and issue Tracking Customer Information History Log Customer Order, RMA, Exchange & Refund History Log CRM system Integration Appointment in-store service Buy on call -Buy in store (available on tablet device) 19 OMNICHANNEL SALES REVOLUTION

20 STARGATE SHIPPING MANAGEMENT: FULLY INTEGRATED AND EFFICIENT SHIPPING PROCESS Shipping Management Efficient Shipping Process Control Intuitive Dashboard to Track and Manage all Shipping Information Integrated Pick-Pack-Ship process Real-time Shipment Tracking & Visibility for all Parties Integration with 3PLs / Carriers Multiple shipment / split delivery per order Barcode Scanning for Easy Order Ship Check 3rd Party Shipping Software Support Shipment confirmation & Delivery confirmation s Support Internal & 3rd Party Warehouses 20 OMNICHANNEL SALES REVOLUTION

21 STARGATE INVENTORY MANAGEMENT: REAL-TIME SYNCHRONIZATION AND AUTOMATED ADJUSTMENTS Inventory Management Synchronize & Track Inventory Levels across Sales Channels Real-time Inventory Synchronization Synchronize inventory levels in common warehouses/stores Automated or Manual Inventory Adjustments Allocate Inventory by Custom Rules Set Rules to Prevent Overselling, Cancellations & Out-of-Stocks Global Inventory Inquiry Purchasing/Restocking integration Receive Multiple Shipments per Purchase Order Sourcing rules by item / channel Flexible schedule and reserve order rules 21 OMNICHANNEL SALES REVOLUTION

22 STARGATE WAREHOUSE MANAGEMENT: INTERNAL AND EXTERNAL WMS INTEGRATION Warehouse Management Intuitive Dashboard to manage Warehouse processes Managing Purchasing Receipt Document Managing RMA Receipt Integrated Pick-Pack-Ship Process Managing and Print Pick-Ship-Gift Document Barcode Scanning for Easy Order Ship Check Update Tracking Number on Delivery Integration with Mobile Supply Chain Application (MSCA) Integration with External Warehouse Management System (WMS) Customized Pick Ticket and Packing Slip Product Location Manager Identify By Warehouse, Sub-inventory and Locator Generate and Print Location / Product Bar Code Labels 22 OMNICHANNEL SALES REVOLUTION

23 STARGATE REPORTING & ANALYTICS: REAL-TIME DASHBOARD AND CUSTOMIZABLE REPORTS Reporting & Analytics Dashboard Inquiries and Reports Standard & Customizable Reports Easily Export Reports to Excel Real-Time Operational Visibility for Orders, Inventory, Fulfillment, Shipping, Customers, Payments & Many More Integration with Accounting Softwares & ERP Systems Advanced Commerce Dashboard & KPIs based on QlikView-Business Intelligence tool Integration with Business Intelligence systems 23 OMNICHANNEL SALES REVOLUTION

24 STARGATE DYNAMIC FEED & INTEGRATION MANAGEMENT: Dynamic Feed & Integration Management Integration connectors with external systems through a lightweight ESB platform Platform-Agnostic Multi Channel Sales Integration Pre-built connectors with Hybris, Magento, Demandware, IBM WCS Integration with international Shipping / Carrier providers Pre-built connectors with Shipping providers ( UPS, Fedex, DHL, TNT, CEVA, Bartolini) Integration with international Payment providers and gateways Pre-built connectors with Payment providers & gateways (Cybersource, PayPal, 1APP8, N&TS, POWA) Integrations API driven or through web services Documented API for Custom Development Accessibility Intuitive Dashboard to control integration flows 24 OMNICHANNEL SALES REVOLUTION

25 SUPPORT & SERVICES A structured and complete service model to support international business growth and continuity STARGATEsolution is offered on SAAS(Software as a Service) at Yearly fee (based on internal registered users) STARGATE can be provided on premise, hosting or Cloud, with the support of the leading industry providers; Dedicated or shared Application Maintenance services(called TMA) can be provided 365 days per year 7X24 thru SopraApplication Support Centres, specialized in Commerce activities and situated in Sopra soffices in Europe and India. 25 OMNICHANNEL SALES REVOLUTION

26 STARGATE ADVANTAGES STARGATE enables the management of Commerce processes, from sales over different channels on a unique integrated, flexible and configurable platform. End-to-End solution to reduce costs and increase efficiencies Management of complex international e-commerce processes Easily tailored on different business processes Complete flexibility in business process flows design Advanced automation Modularsolution to "fill the gap" with existing operational systems through pre-built connectors Easy startup to support growth in the online business worldwide. Accelerated time to market: rapid deployment and roll out across the world through the extension of the solution Easy-to-use web-based interface Total integration with ecommerceplatforms, apps, marketplaces, ERP systems, accounting and shipping systems Integration with the leading Logistic, Shipping, Payment and Tax services and providers at an international level 26 OMNICHANNEL SALES REVOLUTION

27 4 GOOD REASONS FOR OUR CLIENTS TO CHOOSE SOPRA STERIA AS THE RIGHT PARTNER FOR OMNICHANNEL SALES REVOLUTION COMMERCE AS A SERVICE Wecan supportcustomerend-to-end, from design to maintenance of the ecommerce solution, and let him grow through a solution as a service model 03. SMART SHOPPING EXPERIENCE Combining worldsof physicalto digital, weprovide the end usera unique experience and benefits throughoutthe digital purchasing process OMNICHANNEL SALES REVOLUTION 02. INTEGRATING COMPLEX SYSTEMS With Stargate, we manage ecommerce operations and speed up integrations with corporate systemsand innovative solutionsfor payments, fulfillment, and customer data tracking 04. DATA DRIVEN SOLUTIONS Collecting data of physical + digital experience, we better understand our customer targets and create automatic actions to make the shopping experience hugely customized

28 Delivering Transformation. Together. 28 Sopra Steria - Presentazione Corporate