Mastering Retail Systems of Engagement. Engage your customer like never before

Transcription

1 Mastering Retail Systems of Engagement Engage your customer like never before

2 The Retail Transformation The Equipped Customer Consumers demand to access information anytime, anywhere is posing challenges for retailers to conduct business in the traditional way. The Mobile Influence Stiff competition and the phenomenon of mobile price comparison are prompting retailers to draw up an effective mobility strategy to better influence the customer and improve employee productivity. The Data Burst The increasing inflow of data from various channels is helping retailers gain deeper business insights and perform strategic planning to achieve sustainable business advantage. The Social Shopper Sharing shopping experiences and seeking recommendations on social media is how a typical consumer behaves today. This presents retailers with several engagement opportunities. 42% shoppers surveyed, feel better price availability as the primary reason for showrooming Social Media emerged as the highest priority among marketing channels in a survey of CMOs 36% retailers surveyed confirmed mobile devices to generate 20-40% sales 60% retailers in a survey rated mobile, social and personalization as high priority investment areas 43% retailers believe long checkout queues poses the biggest challenge As the retail industry becomes more consumer-centric, Sonata sees opportunities to serve retailers with better and innovative solutions that help you engage with shoppers like never before Over the past 10 years, we have partnered with many Fortune 500 companies to provide cutting edge solutions that not only optimize IT budgets for retailers but also drive revenues through superior customer engagement.

3 Service Offerings A brief overview of our capabilities: Systems of Engagement Omni-Channel Commerce Dynamic Promotions Multi-Channel Order Fulfilment Customer Analytics Social Analytics Loyalty Management Advanced Store Technologies Enterprise Efficiency ERP Implementation POS Solutions Merchandise Analytics Campaign Analysis IT Cost Management AMS L1, L2, L3 Support Data Center Management Network Support Infrastructure Support Our core focus Retail sub segments are: Mass Merchandisers: Super/hypermarkets, departmental, convenience and discount stores Specialty: Fashion and Apparel; Consumer durables; Furniture and Home Improvement; Automobile Parts and Accessories Quick Service Restaurants Online Retail Over the years, we have made significant investments and FORGED strategic partnerships to provide the best solution to the customer.

4 Systems of Engagement Retailing today is more consumer-centric than ever before. Consumers are socially connected, and use the web or their mobile devices to study products, check inventory availability, look for personalized deals and compare prices before the actual purchase. Hence, it is vital for retailers to interact and influence customers at every touch point. Sonata s comprehensive set of customer engagement solutions enable retailers to: Broaden their customer base across multiple channels Provide a consistent shopping experience across all channels Gain a greater share of the customer s wallet through personalized and dynamic promotions Improve customer retention, as well as identify and provide differentiated services to loyal customers Omni-Channel Consulting and Implementation Solutions to Enhance Shopping Experience Sonata has delivered several Omni-Channel consulting and implementation solutions to one of the largest duty free operators in the Middle East. We were involved in the systems evaluation, selection and recommendation process. Our solutions include 350+ POS rollouts, extensive customizations of the duty free model software and complex integrations with Warehouse, CRM and Frequent Flyer Programs. Sonata is currently implementing mobile POS, RFID-enabled billing and Click and Collect solutions for the operator. BENEFITS: Customer engagement and retention through a superior and consistent shopping experience across all shops and channels. Launched Multiple Dynamic Promotions to Gain Share of Wallet Sonata is working with one of the largest departmental stores in Indonesia to help launch multiple dynamic promotions. The retailer wished to launch several promotions that were not supported by existing systems. BENEFITS: Built a promotion engine that involved complex integrations with loyalty, POS and other systems. The solution helped the retailer gain a greater share of its customers wallets. Sonata Software Awarded the Most innovative Partner by hybris

5 Enterprise Efficiency At Sonata, we consider IT an enabler to gain competitive advantage rather than just a back office engine. Our strong track record and expertise in enhancing enterprise efficiency enable retailers to: Improve customer convenience by facilitating Click and Collect order fulfilment Avoid long waiting queues during peak shopping periods Optimize shelf space planning through merchandise analytics Improve marketing efficiency by analyzing campaign performance Mobile-Based Solution Improves Picker Productivity and Enhances Consumer Convenience A leading European retailer wished to enable consumers to order online at their convenience and pick up orders in-store during their preferred time slots. Sonata developed a mobile-based solution for the consumer that included geo-tagging of items, picking route optimization, extension of warehouse functionalities on mobile and complex integrations to the backend centralized system. BENEFITS: The mobile-based solution helped improve picker productivity and thereby enhance endconsumer convenience. Analytics Solutions Helped Better Merchandise Planning to Understand Consumer Behavior Partnership with one of Asia s largest health and personal care retailer to improve customer retention, identify and provide differentiated services to loyal customers through a complete loyalty and analytics solution. Our solutions include POS enhancements to capture customer information, launch promotions based on loyalty points, providing customer history on POS for cross selling, etc. BENEFITS: Detailed analytics solutions facilitated better merchandise planning and shelf-space planning eventually helping the retailer gain deeper understanding into consumer behavior. 10 Years of Microsoft Dynamics AX and AX Retail Partnership

6 IT Cost Management Increasing competition and changing consumer behavior are driving retailers to undertake complex changes in their IT landscape. However, such IT complexity increases maintenance costs. Sonata Software allows retailers to concentrate on their core business while we take care of your IT support requirements. Our support services are aligned to your strategic outsourcing objectives of: Increasing service levels through enhanced operating processes and tools Improving business efficiency Decreasing the cost of IT services Improving the agility and business orientation of the corporate IT function Unified IT Platform Provides Smooth Customer Interface Provided a seamless customer experience and integrated operations across a complex airport environment with a single IT platform, for a large Asian Duty Free Retailer. BENEFITS: Improved customer relationships and enhanced operational efficiency. Solution Accelerators E-Mart Promotions+ Loyatics An end-to-end E-Commerce solution build on open source technologies. A low cost, ready-to-deploy solution that allows retailers to launch a virtual store in just 3 months. The solution features high flexibility of customizations and integrations with existing store operations. A common promotional engine to cover multiple out-of-the-box promotions. This promotional engine is an enhancement and can be used as a re-usable asset to cater to new and innovative promotional requirements of individual customers. A complete loyalty management solution with reporting and analytics capabilities. The solution facilitates the capture of transaction data across various channels and performs customer, merchandise and marketing analytics to gain deeper business insights. Repair and Services Management The Repair and Services Management framework helps automate the service repairs related business process for all refurbishment requests that a retailer has to fulfil. In this, the Service Management functionality has been extended to the Retail POS for performing the Job Card functionality.

7 Frameworks In-Flight Shopping Marketing Income Management Virtual Measurement and Recommendation Key Platforms Retail Center of Excellence Our Retail CoE brings together people, process and platforms to deepen domain capabilities and conceptualized cutting edge technology solutions that address industry specific needs of retailers. Over years we have incubated several methodologies and frameworks that mitigate risks, improve implementation pace and reduce total cost of ownership for customers. Sonata s retail CoE spans across Microsoft Dynamics AX Retail, hybris, BI and Analytics and Mobility technologies. Platforms Tools Skills Solutions Retail CoE Why Sonata Our niche focus, depth of understanding and proven expertise in Retail Systems of Engagement make us stand out among our peers. We help retailers retain and enhance their customer base and provide personalized and consistent shopping experience across all channels through deeper business insights.

8 ABOUT SONATA SOFTWARE Sonata Software is a global IT services firm focused on catalyzing transformational IT initiatives of its clients through deep domain knowledge, technology expertise and customer commitment. The company delivers innovative new solutions for Travel, Retail and Consumer Goods industries by integrating technologies such as Omni-Channel Commerce, Mobility, Analytics, Cloud and ERP, to drive enhanced customer engagement, operations efficiency and return on IT investments. A trusted long-term service provider to Fortune 100 companies across both the software product development and enterprise business segments, Sonata seeks to add differentiated value to leaders who want to make an impact on their businesses, with IT. NORTH AMERICA EUROPE ASIA ANZ in f t For more information write to us at: info@sonata-software.com APS Trust Building, Bull Temple Road N. R. Colony, Bangalore , India T: F: