A Behind the Scenes Look: How Order Management Powers 5-Star Customer Experience

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2 A Behind the Scenes Look: How Order Management Powers 5-Star Customer Experience

3 Ashley MacPherson Solutions Architect Magento Commerce

4 Jennifer Small Solutions Consultant Magento Commerce

5 Agenda Why Should I Care? The Making of a Five-Star Experience Order Management In Action Powered by Magento

6 Why should I care about order management?

7 Order management is the key to delivering on customer expectations.

8 Single Stream Commerce Architecture Commerce Integration Warehouse

9 Stores Web Mobile Dropship Network Stores Direct FC Customer Service Third Party DC Supply Demand Marketplace

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11 Potential Opportunity 30%+ Incremental Sales with Ship From Store 1 10%+ Incremental In-Store Sales Lift with Endless Aisle 2 40%+ Potential Attached Rates from Buy Online, Pick-up in Store 2 30%+ Higher Lifetime Value of Shoppers that Buy on Multiple Channels vs. Single Channel 3

12 Opportunity Cost Our revenue growth is just too low and slow If you want to Buy Online, Pick-up at Store, you need to buy from my competition We are omnichannel, but we aren t very good at it it s a poor experience Our strategy is to move into new markets but our systems are not integrated We lose sales and have high costs because we don t use all of our inventory We have a webstore and need to expand to new channels

13 Opportunity Cost Retailers lose $1.75 Trillion Due to overstocks, out-of-stocks, and preventable returns

14 What is a 5-star Experience?

15 Customer Expectation

16 Customer Expectation Same Day Delivery SMS Updates Custom Order Statuses

17 Impact of a Negative Experience 95% of customers will share a bad customer experience with at least one person 34%+ of customers will avoid a company for at least 2 yearsafter a negative experience

18 Inputs to 5-star Experience Accessibility Consistency Transparency

19 Meet the Mayers

20 Meet Jessica Jessica forgot to buy an anniversary gift for her parents and is already en-route to the party on a plane.

21 Problem solved with order online and pick up in store Log in. Check out. Enjoy inflight movie.

22 Behind the Scenes Global Inventory: Aggregate all inventory and display available inventory for sale Store Fulfillment: Buy online pick up in store tools and processes

23 Meet Michael Michael needs to get new outfits for the kids but like many busy parents doesn't have time to go shopping.

24 Problem solved with next day delivery Click it. Pick it. Take the kids for ice cream.

25 Behind the Scenes Sourcing: Configure rules to intelligently choose which source will get the product to the customer quickest Store Fulfillment: Ship from store tools and processes

26 Meet Meg Meg needs to know when her order of personalized t-shirts for the family will arrive. She wants to get updates on delivery as well as be able to talk to someone about it.

27 Problem solved with order status notifications and customer service Thanks to customer service we re going to have a new favorite family photo.

28 Behind the Scenes Order Management: Complex order flow (customized products) Customer Service: Order lookup, visibility and customer service tools

29 Meet Kevin Kevin needs to pick up a few last minute things for the party but the store doesn t have enough tiki torches or the new propane valve he needs to get his grill running.

30 Problem solved with endless aisle Everything set for the party. Now time to get back to the football game.

31 Behind the Scenes mpos: Mobile user interface for endless aisle transactions to save the sale Global Inventory: Visibility into all available to sell inventory

32 Powered by Magento Order Management Intelligent Souring Store Fulfillment Global Inventory Order Management Preorder/Backorder Customer Service

33 Great Moments, Made Possible by Great Companies! Happy 40 th Meg and Kevin!

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35 Thank You! Jennifer Small Ashley MacPherson