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2 Contents Empowered Customer Retailer Response Microsoft Dynamics for Retail HOW: Features and Benefits Retail Functions Retail Deep Dive: Core Retail Channel Retail Operations Platform Benefits Beyond traditional retail functions Deployment Flexibility Partner Services Why Microsoft? Conclusion 2 Microsoft Dynamics CRM

3 Empowered Consumer Today s consumers are taking charge of their shopping experience using their preferred devices and channels to become informed and empowered before they even engage with retailers. For example, shoppers have easy access to peer reviews and can both solicit and share opinions and experiences via web and social throughout the shopping experience. And they expect a unique, personalized and seamless experience while keeping their identity and data secure. This leads to a much more complex relationship between retailer and consumer as consumers expect each point of engagement with a retailer to be connected and consistent. The boundaries between virtual and physical space are becoming blurred in this omni channel environment. The focus of the retail experience has expanded well beyond the walls of the retailers physical store and can include multiple channels such as catalogs, call centers, mobile commerce,, online and social networks indeed, shoppers are engaging with retailers and products in so many more ways than they did in the past.. The challenge for retailers becomes staying relevant and compelling to their increasingly connected audience today while also reaching new audiences. 86% of consumers will pay more for a better customer experience 1 3 Microsoft Dynamics CRM 3

4 Retailer Response To survive and thrive, retailers need to adapt and put the customer at the heart of their shifting businesses whether shopping through traditional brick and mortar stores, or catalogs, call centers, and online. Retailers can no longer treat different channels as separate businesses with separate systems and managed by separate teams, which can result in lack of visibility across channels and an inability to follow and track customers as they move across different channels. A single, integrated strategy for driving compelling customer experiences while controlling costs has now become the standard. But realizing this requires strategic focus across multiple areas of the business. Thriving in this new retail reality means retailers need to be more connected, more empowered, and more proactive than ever before. In a word, they need to be dynamic in order to: Engage Customers Globally reach connected customers how, when, and where they shop. Ready employees Increase employee productivity and effectiveness and help their most valuable asset people to provide the best possible customer service experience Expand rapidly Anticipate trends and capitalize on opportunities through a real 360-degree view of the business All while protecting customer data at every interaction point. So how does a retailer today connect all of the dots and deliver on the promise of omni-channel retailing to this increasingly informed and empowered consumer? We are unique in the industry in that we are a retailer, a consumer goods company, and a solutions and technology provider. Capitalizing on all our own technology and experience as well as that of our broad ecosystem of solution partners, we work with our retail customers to create seamless and personal shopping experiences that are differentiated from the competition. 4 Microsoft Dynamics CRM 4

5 Microsoft Dynamics for Retail Microsoft Dynamics for Retail is a modern, unified retail solution that reduces complexity for retailers, allowing them to focus on connecting with customers and empowering their employees across all channels. It empowers organizations to deliver a complete shopping experience personal, seamless, and differentiated by helping them with a single view of the business. Microsoft Dynamics for Retail provides customer engagement capabilities that include store operations, channel management, order management, marketing and care, and business intelligence and also more back office capabilities like procurement and financials in an endto-end solution delivering full visibility across the entire business operation while empowering users. These capabilities can be implemented as a comprehensive end-to-end solution or as individual business functions to complement existing technologies allowing retailers to select the option that makes the most sense for them. 56% of consumers research a brand on Facebook before purchase 2 5 Microsoft Dynamics CRM 5

6 HOW: Features and Benefits Engage Customers Omni-channel capabilities including fully integrated online storefront and mobile POS deliver personalized convenience and transparency across any channel or device. Now customers can buy, pick up, or return on their terms. And support for social and mobile commerce means retailers can quickly create promotions and discounts once and federate through all of their channels quickly. Ready Employees Provide rich product details, display custom content, while creating and managing orders at the POS, giving sales associates all the information they need to make the most of face-to-face time with customers. Arm employees with relevant information through Role Centers, which are dashboards that deliver a succinct set of information relevant to each individual user. As a result, users can make accurate, timely, and relevant decisions. Expand Rapidly A single channel management engine for all channels reduces complexity and delivers the complete insight retailers need when it comes to being proactive in anticipating trends. Meanwhile, powerful merchandising functionality puts control into the retailer s hands; unlimited categories and hierarchies make it possible to undertake assortment and replenishment to best meet customer demand accurately and efficiently. 6 Microsoft Dynamics CRM 6

7 Retail Functions We have you covered from front of customer interaction to back office, from designing your customer touch programs and setting your strategy to executing on the transactions, and all the while, gathering and viewing intelligence on those transactions in order to be agile so in essence delivering a complete closed loop strategy. Program Microsoft Dynamics CRM is our customer relationship management (CRM) business solution that enables you to set up and automate your programs and processes that nurture customer satisfaction and loyalty in the sales, marketing, and customer service fields. It drives sales productivity and marketing effectiveness through social insights, and campaign management. Transact The Core retail operations functions enable you to centrally manage and effectively transact your customer interactions across your omni-channel environment. A fully integrated commerce runtime engine manages all channels of the retailers business (POS, e-commerce, Contact Center, Marketing and Social) and gives full visibility and management control across all of your channels. Analyze Microsoft s Business Intelligence tools enables you to take the data you are capturing across all of your channels and build meaningful reports and visualizations that help you make decisions... Get the insights on how, where, when your customers shop so that you can provide even better experiences and drive your business forward! Dynamics for Retail not only includes the core retail functionality for Channel, Retail Operations and Platform but you can also deploy modules for extended functionality operations such as Customer Relationship Management, Procurement & Sourcing; Manufacturing and Transport & Warehouse Management. 7 Microsoft Dynamics CRM 7

8 Retail Deep Dive: Core Retail Channel Manage multiple channels seamlessly to achieve unprecedented customer centricity while also being able to create new and compelling customer engagement and loyalty scenarios. Point of Sale (POS) Superior store systems consolidates customers purchase intelligence such as sales history, transaction details and wish list, and provides the right information at the right time for sales associates to better guide and recommend their customers based on purchase patterns and preferences. Transaction, Gift, Loyalty Processing - Get support for loyalty programs across legal-entities and tiering of customers as well as gift card functionality. Cash and drawer management Customer data capture, Purchase History, Wishlist, Recommendations Inventory Receipt, Reporting, Stock Counts Clientelling: Engage customers with product details, side-by-side comparisons, and customer reviews for decreased time to purchase, cross sells, and upsells. Track individual customer purchasing preferences with individual purchase histories, wish lists, product recommendations, and typical price points, all at your fingertips e-commerce Take your e-commerce strategy to the next level with a fully integrated online storefront with search-based technology that offers accurate, timely, consistent performance. Web Content Management and Site Development Destination based taxation Reserve and collect Dynamic Refiners and Recommendations Real-time Inventory Updates & Catalogue Management Shopping Cart, Payments 8 Microsoft Dynamics CRM

9 Marketing Easily plan, execute, and measure campaigns from start to finish. Bring your marketing vision to life engage customers with personalized, multi-channel campaigns, build pipeline, and demonstrate the impact of your marketing. Content Management Execution Planning Campaign Nurturing and Automation Media Buying and Planning Spend Management Contact Center Use the Contact (or Call Center) for order entry, order processing and order fulfillmentretailers can offer mail order catalogs to their customers and manage this streamlined channel. Case and Claim management Contact Center, Self-Serve, Mobile, Chat Portals, Social, Knowledge Base Social In today s social and mobile world, businesses need to move faster and share knowledge more broadly than ever before. They also need to connect to customers on their terms, which means including social channels in your omni-channel strategy. Social insights can facilitate amazing customer experiences, ensuring that messages resonate while highlighting trends that impact your brand. Implement promotions, discounts, coupons, and more via social sites Monitor, publish content, knowledge management, brand awareness 74% of customers leave if a website doesn t load on their smartphone in 5 seconds 3 9

10 Retail Deep Dive: Retail Operations Achieve real-time operational excellence and insights by connecting your warehousing, stores, online business, POS, and head office Store Operations Can help you track inventory real time, maintain accounts receivables, keep customers coming back with customer loyalty, save time by maintaining labor records, track layaways, track work orders, back orders, sales orders, quotes and much more: Statements and cash reconciliation POS Profile & UI Management Loyalty Execution and Program Management Pricing, Promotions and Offer Management Store configuration Assortment Management Supply Chain & Logistics To have control, you need to know a real time view of your business and products. And with control, you can have more efficient people and processes, a better handle on costs, happier customers and, ultimately, greater profits. Buying Replenishment Order Management Warehouse, Transportation Logistics Sales Force Automation Win faster by making every customer conversation more relevant, valuable, and productive. And you can sell more with better insight, understanding, and pipeline confidence. Lead/Opportunity and Account Management Pipeline management, prospecting Sales order processing 10 Microsoft Dynamics CRM

11 Retail Deep Dive: Platform Benefits When you invest in a retail solution from Microsoft, it means that as well as class leading capabilities for your industry you are also able to leverage all of the benefits of the Microsoft platform, including the choice of cloud or on premise through the Microsoft Cloud as well as business insights and analytics through power BI along side all of the great foundational elements of an ERP solution that you would expect. Business Intelligence Take the data you are capturing across all of your channels, combine it with data from other data sources and put into meaningful visualizations and reports to drive your business forward and turn insight into action. Simply put, get to know your customer better and see more clearly how your company is performing. You ll have a wealth of insights presented through familiar self-service capabilities, dashboards and reports. Our role-tailored, personalized dashboards are designed specifically for individual jobs, so people get the information most relevant to them. We put the data that they need at their fingertips literally providing them with the right information, at the right time helping them to convert insights into impact. 71% of customers go online first whenever they have a problem with a product 4 11 Microsoft Dynamics CRM

12 Workflow Leverage Windows Workflow Foundation and enable users to create system or human workflows in Dynamics AX. Windows Workflow Foundation can be used to solve simple scenarios, such as showing UI controls based on user input, or complex scenarios encountered by large enterprises, such as order processing and inventory control thus removing some of the manual operations inherent in there types of processes. Mobile Solutions Having access to the same line-of-business applications you rely upon in the office while you're away is a critical component of many companies today. Mobile access to these applications was once a competitive advantage now it's a business essential. For those organizations with field sales, mobile professionals, mobile service technicians, or support staff, connected mobile solutions based on Microsoft Dynamics and the Windows Mobile platform create greater efficiencies, help open new business opportunities, drive increased productivity, and reduce costs. Mobile solutions for Microsoft Dynamics provide a familiar, flexible, and financially compelling mobile solutions platform. Interoperability Microsoft Dynamics and other Microsoft products and technologies are built to deliver pervasive interoperability, giving users a consistent, familiar experience, seamless interaction with Microsoft Office delivering improved collaboration across the extended supply chain.

13 Beyond traditional retail functions Dynamics for Retail not only includes the core retail operations functionality but you can also deploy extended business functions such as CRM, Procurement & Sourcing; Manufacturing and Transport & Warehouse Management. Financial Management Get a better handle on the numbers. Help contain costs, control compliance, and maintain crystal-clear visibility into your assets and cash flow. Raise the visibility of financial metrics and increase the effectiveness of your financial management. Gain an insight into financial performance and plan strategically. Make informed decisions through the handling of revenue, payments, receipts, and cash flow. Access real-time information across the organization using easy-to use inquiry tools, plus powerful analysis and reporting capabilities Maintain accountability and compliance while giving you the speed and agility needed to respond to shifting market conditions and changing regulatory requirements. Keep a close eye on critical banking activities, and automate financial management processes to make better business decisions. HR Manage your workforce from recruiting, onboarding, training, compensation and benefits, performance management and more in one unified HCM solution that is integrated with your Microsoft Dynamics AX suite. With a single source of truth for data, also enjoy quick and easy visualization of your employee and contractor data with Power View on top of HR and Payroll analysis cubes as well as streamlined U.S. regulatory reporting. Customer Relationship Management Microsoft Dynamics CRM is our customer relationship management (CRM) business solution that enables you to set up and automate your programs and processes that nurture customer satisfaction and loyalty in the sales, marketing, and customer service fields and drives sales productivity and marketing effectiveness through social insights, business intelligence, and campaign management in the cloud, on-premises, or with a hybrid combination. CRM solutions can deliver ROI through marketing automation, customer service, and sales force automation. We also offer mobile CRM apps and platforms that enable you to manage your customer relationships on your mobile devices, along with tools that integrate data and reporting from social media directly into your CRM application. For more information on Dynamics CRM please visit: 13 Microsoft Dynamics CRM 13

14 Procurement & Sourcing In Procurement and sourcing, you create purchasing policies to control the purchasing process. You identify suppliers, onboard suppliers as new vendors, maintain vendor information, create agreements with your vendors, order items and services, maintain purchase orders, and confirm receipt of products. After vendor transactions are processed through Accounts payable, you can also analyze spending and vendor performance Manufacturing Control your production process and optimize use of resources whether you are doing assemble-to-order, make-to-order, engineer-to-order, make-to-stock or a combination of these. Collaborate with your business partners to streamline your supply chain and drive your green initiatives by tracking waste, water usage, energy consumption, carbon footprint, and related costs. Achieve End-to-end visibility throughout the supply chain. Sharpen your production and shipment schedules, help cut inventory costs, and give yourself room to grow. Warehouse & Transport management Effectively and comprehensively manage inventory within the warehouse and help reduce the inherent complexity of this environment. Warehouse module supports client for scanners, wave picking, license plates and a number of improved processes in the warehouse. Transportation Management solution is seamlessly integrated to warehouse operations for better planning and insight in logistics cost. Transport module supports planning and packing of containers/vehicles, routes, freight rates, booking and billing. 90% of consumers regularly research products online before buying them 5 14

15 Deployment Flexibility Customers can deploy a complete solution to run their entire retail operation or they can deploy specific business functions with the option to expand into others later. Unlike the bestof-breed approach where multiple solutions, have to be integrated middleware causes an added layer of complexity and disconnect, Microsoft Dynamics offers a more accurate, timely, and consistent user experience with a single data model, business rules, and architecture. Start with the components most critical to your business, and proceed at the pace that s right for you. Microsoft Dynamics can be deployed on the cloud, through third party hosted partner clouds or Microsoft Azure via Infrastructure as a Service (IaaS), bringing customer s true choice and portability between on-premises and private cloud deployments, along with all the benefits and security features that come with the world-class Microsoft Azure service. Take advantage of the solution s flexibility - extend it quickly and easily to new locations and geographies as your business grows. Perform some operations in the cloud, others onpremises. It s all part of the unique differentiation of Microsoft Dynamics for Retail that will enable you to differentiate your business with customers. In order to support deployments in enterprise organizations, Dynamics Enterprise Manageability capability can support the following: Setup and upgrade of retail stores per store in order to phase and align deployment with business requirements. Large scale deployment using Microsoft System Center Configuration Manager. Monitoring and Diagnostics using System Center Operations Management. 15 Microsoft Dynamics CRM 15

16 Partner Microsoft Dynamics for Retail is delivered through a global network of partners with deep vertical experience. These business partners can provide you with assistance tailored to your specific needs from solution selection, to planning and design, to customization and configuration, to implementation, training, and ongoing support. This means you can get world-class business solutions from professionals who understand how your business works. To find a local Microsoft Dynamics partner and solutions for your business, visit 94 % of all retail sales take place within the confines of a physical store 6 16 Microsoft Dynamics CRM 16

17 Services Microsoft Services is the consulting and enterprise support division of Microsoft. Microsoft consultants help businesses around the world maximize return on their investment in Microsoft products and technologies. This means helping with deploying and optimizing IT, as well as helping businesses move forward with IT initiatives that deliver the most business value. Microsoft Dynamics solutions for retail are a specific area of focus for Microsoft Services, who can offer a number of options to organizations interested in Microsoft project management, Microsoft solution deployment, or supplemental support of a Microsoft Dynamics partner. 84% of visitors report using digital for shopping-related activities before or during their most recent trip to a store 7 17 Microsoft Dynamics CRM 17

18 Why Microsoft? Microsoft Dynamics for Retail is a widely available global retail solution. Deployed in more than 38 countries, customers include Ashley Furniture, Delta Air Lines, Jean Coutu, Sally Beauty Holdings, Fanatics, Kathmandu, Ted Baker, Clas Ohlson, ibaby, Weird Fish, Spendless Shoes, Bombay Dyeing, SSIPL Case Study and more. Microsoft Dynamics for Retail provides greater ease of use, ease of integration, and low total cost of ownership (TCO) all of which plays well with the businesses today that are dynamic and changing entities, requiring flexibility from their retail applications. With R&D investment of US$10 billion annually, there is significant technology innovation to be shared and leveraged across the entire Microsoft portfolio that focuses on enabling retailers be successful.. With R&D investment of US$10 billion annually, there is significant technology innovation to be shared and leveraged across the entire Microsoft portfolio for retailers: Applications Microsoft Dynamics (POS, Merchandising, Multi-Channel & Store management, Order & Supply Chain Management, Financials, CRM); Microsoft SharePoint; Microsoft Office; Windows; Microsoft SQL Server; Microsoft Tag Devices Windows Mobile; Surface; Kinect; Windows computers and tablets, Deployment Microsoft Services 13% of dissatisfied customers tell more than 20 people 8 18 Microsoft Dynamics CRM 18

19 Conclusion We ve designed Microsoft Dynamics for Retail to address the critical scenarios that drive retailing today, while making it possible to realize the innovative scenarios of tomorrow. Unlike retail software built to solve the problems of the past, Microsoft Dynamics for Retail is a modern, unified technology offering that reduces complexity for retailers. So they can focus on what matters most connecting to customers, empowering their people, and delivering on the brand promise through excellence in execution. As the most widely available, end to end, global retail solution today, retailers are able to scale and grow with consistency across a diverse range of channels, continuously delivering highly personal, differentiated, and yet seamless experiences for their customers. And, with an industry-leading release cadence, customers can count on consistent innovation and always be ready for what s next. Retailers estimate that 23% of brick and mortar sales are influenced by their website 9 1 CEI Survey: Customer Experience: Is it the Chicken or the Egg, Forbes 2 Retail TouchPoints, 2012 and Integrated Retailer.com, How One Second Could Cost Amazon $1.6 Billion In Sales Fast Company, March 15th, WebPro News: Twitter, Facebook Becoming Popular Tools for Customer Service May Microsoft Dynamics CRM Sources 5 Retail TouchPoints, 2012 and Integrated Retailer.com, Physical store sales calculated using U.S. Census Bureau Quarterly Retail E- Commerce Sales, 4th Quarter The New Digital Divide: 8 White House Office of Consumer Affairs 9 Multichannel Pressures Drive Optimized Merchandizing, Gartner, Inc., December 6,

20 Learn More About Microsoft Dynamics for Retail at: retail.dynamics.com 20

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