On the Forefront of an SAP hybris Platform Expansion Purchasing Power s roadmap to success. Scott Wheeler COO

Transcription

1 On the Forefront of an SAP hybris Platform Expansion Purchasing Power s roadmap to success Scott Wheeler COO 1

2 2

3 What is Driving our Business Growth? Individuals need be-er op1ons Credit Card High interest rates, late fees, open- ended terms Payday Loan Rent- to- Own Re1rement Savings/ Withdrawal 70M 36% 21% do not qualify for prime credit and can t turn to friends and family for help. do not have at least $2,000 in emergency savings. of 401(k) savers have an outstanding loan against their account. 3

4 Our Clients and Customers more than 300 corporate clients more than 7.8 million eligible employees A+ BBB rafng 95% Client retenfon rate over 25 million customer payroll deducfons NPS of 55 and climbing 4

5 What Products Do We Sell? Popular Brand Names Popular Brand Names Popular Brand Names Popular Brand Names Popular Brand Names 5

6 Customer Insights $18-75k average income 2-3 purchases per year 2-3 items per order ~$1,000 AOR 70% repeat purchase rate Three main shopping seasons Spring Back-to-school Holiday 6 6

7 4 Years Ago 7 7

8 Hybris Commerce Base Effort 2 years ago hybris storefront Search Multiple images Multiple catalogs hybris PCM Inventory control, out-of-stock hybris Customer Service Cockpit Impersonation Deployment of transformation tools: Supplier Integration Merchandising automation Logistics coordination Document/Image management Content Management System Cybersource Avalara 8 8

9 A Digital Coming of Age results to date Site Conversion +34% Product Catalog grew 13x Post Order Conversion +200 bps Vendor order fill rate +150 bps On-time order SLA +600 bps Digital marketing +87% Hard documents -33% Order shipment speed improved 2 full days Calls-to-Order dropped 31% Net Promoter Score +20% 9 9

10 A Digital Coming of Age - results Document Channel % Fill Rate % 99.00% 98.00% 97.00% 96.00% 95.00% 94.00% Vendor Fill Rate 2014 Fill Rate 2015 Fill Rate Calls/Order Conversion YoY Tablet 2.8% 3.6% +27% Mobile 1.3% 2.3% +78% Desktop 4.2% 4.9% +15% 1.0 Mobile App* - 2.8% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 80.0 Net Promoter Order Speed 0.0 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 10 10

11 Site Transformation Old Site 11 11

12 Site Transformation Current Site 12 12

13 Year 2 Post Launch Refinement & Tuning Website is now responsive Mobile App Self Serve features My Account Document Uploads Account Statement Check Out Optimization Web Taxonomy changes Persistent Cart (SeeWhy) 3 rd Party Merchant Integration 13 13

14 Current Path to an Integrated Platform SAP C4C Need for improved customer ticketing workflow speed and accuracy metrics visibility and learning elimination of standalone system Need for improved marketing/crm connection visibility of marketing tactics reduction in post-order adjustments SAP Marketing Improved holistic marketing efforts mail, , site synchronization improved suppression due to multiple data repositories elimination of 3 rd party direct marketing partner Market Place Transformation utilization of payment mechanism loosely coupled vendors 14 14

15 ConFnued ReflecFons KEY SUCCESS FACTORS Know your talent Build a solid base, then expand Define funcfonal ownership Phased inifafves to create wins Trust your gut and don t over- analyze Manage your appefte 15

16 Q & A 16 16