xretail - cross channel retailing

CROSS CHANNEL

RETAILLING

Retailers Face challenges today

Traffic issues Competition

Security issues

Faster pace of life

Parking issues

Higher Rental Costs Tendency to Lower investment

• Businesses want to reach customers and carry out Retail through new multiple channels

• Businesses want to provide customers with common business processes and a unified experience across channels and touch points

What do Businesses want

Retailers Must Engage Customers Through More Channels

Outlets - Stores

Call Center

Social

Mobile

Online Store

Existing Channels Only Support Isolated Processes

Price

Offers & Discount

s

Orders

Data

• Companies must engage with customers across more channels and touch points

• The existing channels only support isolated processes, requiring duplication

• These isolated channels dramatically increase integration expense

• CRM and loyalty are not leveraged by today’s cross-channel customer journeys

• Frustrated customers lead to lost wallet share, loyalty and revenue

Reasons Why Companies Need ‘Cross Channel’

• Integration of end-to-end processes spanning multiple systems

• Replication of business logic and rules across channels• Replication of business process across channels• Replication of data across channels• Replication of business planning and management across

channels• Investment in multiple middleware systems and

technology stacks

Isolated Channels Dramatically Increase Integration Expense

$

Frustrated Customers Lead to Lost Wallet Share,Loyalty and Revenue

customers dissatisfied with cross-channel experience

of multi-channel customers switch vendors after a single bad experience

59%

50% $300 BillionRevenue lost by enterprises in 16 key global Revenue lost by enterprises in 16 key global due to customer frustration

Customer Journeys and the role of different channels

Research Shop Buy Pickup Services

Outlets Visit Diff Stores Visit outlet revisit store

Online Comparison Product Details Buy Online

Delivery / Pickup @

store

Social Fan Club Read Reviews Share Experience

Troubleshoot communitie

s

Mobile Browse Catalog Product info Buy Online

Call Center info Chat Place Order Support / CC

• Leverages customer information from all channels and systems

• Manages interactions across all channels

• Unifies commerce, merchandising, marketing, and service across all channels

• Provides personalized, consumer experience across all channels

• Integrated to supply chain management, and order orchestration and fulfillment

• Enables management of the entire process from their known retail solutions with no need for extra force or trainings

Business Want a Solution That…

• Deliver cross-channel sales, marketing, service and loyalty

• Lower Costs of Customer Engagement• Provide cross-channel merchandising, pricing and order

capture• Support integrated order orchestration, order

management, order fulfillment, and intelligent supply chain management

• Enables multi channel retail management from single administrative point

• Reduce time to market for new products and services

• Deliver seamless cross-channel consumer experience• Enable next-generation, integrated self-service channels

Cross Channel enabling

DID YOU KNOW

*Internet world Stats

• 35 years and below are spending min of 2 hrs online a day• The top 2 Facebook countries in the Middle East and North

Africa in terms of users – Egypt (12MM), Saudi Arabia (5MM)• 72% of smartphone owners in Egypt, Saudi Arabia, and the

UAE are less than 34 years old• 73% of smartphone owners in Egypt, Saudi Arabia, and the

UAE don't leave home without their devices

13 MillionInternet users as of Dec/11, 49.0% penetration

5.5 MillionFacebook users on Sept/12, 20.9% penetration

30 MillionInternet users for June/12, 35.6% penetration

12 Million Facebook users on Sept 30/12, 14.1% penetration

*Internet world Stats

*StatsE

gypt

KS

A

*Internet world Stats

Geo-Tagging

Push Notification

Segmentation

Mobile Retail

Social Retail

Customer Profiling, Segmentation and Social Branding

• Products Catalog• Inventory Details• Customers Details• Orders• Customer history• Payment options (gift cards,

etc.)• Discounts - Offers• Loyalty points

Integration Points

www.mobica.netwww.gamvevalley.com

The biggest games retailer in the region

,,The biggest office furniture manufacturer in the region

www.samirandaly.comThe biggest stationary retailer in

the region

www.truebazaar.comAn online bazaar that sells

Egyptian antiques

,,

,,,,

Showcase

Game ValleyGame Valley is the biggest game retailer in the middle east with over 14 outlets in Cairo only.MarketEgyptIndustryGamesChallengeUser experience, Marketing, Promotion, unified shopping experience, and creating more retailing channels

SolutionOnline Store, Mobile Store, and Facebook StoreGame Valley created a unified multi-channel retailing platform that captures the unique essence of their brand, and replicates an in-store experience.

ResultsThrilled Customers = 130% GrowthBy using a highly flexible unified multi-channel retailing platform to change the way the games business works, Game Valley experienced extra big success very quickly in only 10 month

Cas

e S

tudy

Best eBusiness Solution in Egypt Award 2007

Nominated for Best eBusiness Solution World wide 2007

Best eBusiness Platform in Egypt 2010

NOW YOU KNOW

Thank you,,