Portafolio Estrategia Soluciones Retail - ALFREDO

Retail
Alfredo Guardiola
Junio 2015
Futuro del Retail
© 2014 SAP AG. All rights reserved.
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Los consumidores quieren una mejor experiencia
2 de 5 consumidores no han completado una transacción o
hecho un compra culpa del mal servicio.
American Express Global Consumer Barometer
70% de la experiencia de comprar es como el cliente se siente
tratado.
McKinsey
67% de retailers de los Estados Unidos dicen que mejorar la
experiencia del consumidor está dentro de sus 3 mayores
prioridades
Forrester
86% de clientes están dispuestos a pagar más por una mejor
experiencia de compra
© 2014 SAP AG. All rights reserved.
American Express
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CONCIENCIA
CHANGE
ADDRESS
DECISION
WEB
DISCOVER
NEED
DIGITAL ADS
RECEIVE
OFFER
SOCIAL
RESEARCH
SEARCH
KW/ADS
EMAIL
RETAIL
STORE
WEB
SHOP
POST
REVIEW
WEB
SHOP
CONTACT
CENTER
WORD OF
MOUTH
TV
CONTACT
CENTER
SOCIAL
PRINT
ACCION
REVIEWS
PRODUCT
SETUP
PHONE
SUPPORT
RECEIVE
PACKAGE
MISSING
ITEM
WEB
SHOP
Crea su propio camino
REFERENCIA
?
BRANDED
COMMUNITY
?
SUPPORT
PORTAL
DELIVERY
NETWORK
ISSUE
ISSUE
CONTACT
CENTER
INTERES
Cada Consumidor
?
SUPPORT
PORTAL
JOIN
GROUPS
TRACK
ORDER
SHOP &
BUY
MAKE
PAYMENT
USO
BILLING
ISSUE
RETAIL
STORE
SOCIAL
ACCION
CONTACT
CENTER
DAMAGED
PHONE
DAMAGE
ITEM
ADDITIONAL
RESTART
SERVICE
PURCHASE
TERMINATE
RETURNS
SERVICE
RECEIVE
OFFER
OFFER
RETAIL
STORE
DECISION
REFER
REFER
FRIENDS
FRIENDS
CONTACT
CENTER
WORD OF
MOUTH
EMAIL
USE
REFERENCIA
SOCIAL
Llegar a las expectativas del cliente requiere alineación de la
organización con la tecnología.
Merchandising
Supply Chain
Merchandising
Marketing
Marketing
eCom
Channels
Stores
Supply Chain
Supply Chain
Merchandising
Marketing
Customer
Touch
Points
Mobile
§
§
§
§
§
§
Centrado en Producto
Silos Organizacionales
Datos diciminados e Inconsistentes
Soluciones Puntuales
Inventarios segregados por canal
Operaciones de canales separadas
© 2014 SAP AG. All rights reserved.
§
§
§
§
§
§
Cliente al centro de la toma de decisiones
Mercaderías, Marketing y Supply Chain Alineadas
Una vision del cliente y la demanda
Sistemas integrados
Inventario en tiempo real, visibilidad y optimización
Experiencia de marca consistente a través de
canales
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© 2014 SAP AG. All rights reserved.
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Se requiere extender más allá de las 4 paredes
Redes Sociales
§
§
§
Influir y controlar las
conversaciones de su marca.
Mejor entender al comprador
Compartir con clientes en
casa paso de su experiencia
de compra.
Redes de Negocios
§
§
Mejorar eficiencias y certeza en
transacciones con proveedores
Colaboración con proveedores,
promociones, eventos,
lanzamientos.
Redes de “las cosas”
§
§
§
Obtener conocimiento de
billones de dispositivos
conectados a la red
Estar donde estén los clientes,
autos, vuelos, etc
La experiencia del cliente
cambiará.
$65 trillion
Global trade by 2020
2.5 billion
Connected people on
social networks by 2020
© 2014 SAP AG. All rights reserved.
75 billion
Connected devices by
2020
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La complejidad creada por decadas es una mochila
Current Situation
Proliferación de soluciones puntuales
§ Datos e infraestructura redundantes
§ Escaso conocimiento para decisiones
§ Experiencia de usuario y consumidor pobre
SAP Goal
§
SIMPLIFICAR
40% executives worry that their organizations will not keep pace
with technology change and lose their competitive edge.
McKinsey study, 2013
© 2014 SAP AG. All rights reserved.
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Estrategia de retail SAP
Redefinir Customer Engagement & Commerce
Experiencia contextual y personal a través de todos los puntos de contacto con el cliente
Plataforma
Aplicaciones
Network
Plataforma
Retail en Tiempo
Real
Souciones y Funcionalidad
Integrada Lideres en el
Mercado
Generación de
Eficiencias y Nuevos
Modelos de Negocios
Innovación en nuevos modelos
de negocios basados en
demanda y pronóstico común.
Transformación de los proceso de negocio
con entendimiento en tiempo real de
clientes, inventarios y ventas.
Reinvención del comercio con
proveedores, consumidores y
dispositivos conectados.
Simplificar TI y Procesos de negocios para destrabar la innovación en negocios
© 2014 SAP AG. All rights reserved.
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Applications
Platform
Network
Estrategia SAP - Retail
Network of “Things”
Negocio & Análisis Predictivo
Social Network
Planificación, Precios y
Promociones
Cloud
Administración de
Mercaderías Retail
Comercio
Pronóstico
Integrado
(Demanda)
Manufactura
hybrid
On Premise
Distribución &
Logística
Compras
Real Estate
RRHH
Finanas
Contenido de
product y
marketing
Plataforma Customer and
Commerce
Marketing
Servicios
Supply Driven Planning
…
Red de Empleados
Red de Proveedores y Partners
Plataforma de datos y aplicaciones en tiempo real y movil
Ÿ Funciones Corporativas
Ÿ Procesos Commodity; muy lentos
para cambiar
Ÿ No son visibles o apreciados por el
comprador.
Ÿ Foco Retail: TCO bajo
© 2014 SAP AG. All rights reserved.
Ÿ Procesos de retail core
Ÿ Críticos para la entrega de valor
pero no visibles al cliente
Ÿ Foco Retail: El major fit functional
balanceado con TCO.
Ÿ Toca al cliente, tiene que ser el
diferenciador.
Ÿ Funcionalidad muta
constantemente, rápida innovacion
Ÿ Foco retail: Diferenciación de Marca
y experiencia de cliente.
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Innovaciones y Soluciones Claves de
SAP
Applications
Platform
Network
HANA Cloud Platform, Smart Vending Machine, Connected Logistics, Connected Car
SAP BI Portfolio including SAP Infinite Insight (KXEN), HANA Predictive Insight, Lumira
SAP Merchandising
for Retail
Fashion Management
Solution
Transportation
Management
Extended Warehouse
Management
SuccessFactors
Fieldglass
Ariba
Concur
Planning for Retail, Assortment
Planning, PMR
Social Contact Intelligence
Partner Solutions
hybris Commerce
Unified Demand
Forecast
Customer Activity Repository
(CAR), hybris Marketing Data
Management
SAP CRM
hybris
Marketing
Cloud for Customer
POS by GK
F&R, Allocations Planning *
Mobile In-store MIM
…
SAP JAM
Ariba, Concur
HANA, HANA Enterprise Cloud, HANA Cloud Platform; SAP Mobile Platform; Fiori
Innovation Ÿ Cloud Leadership
Business Processes – e.g.
Focus Ÿ Simplified
Fashion Management; s-Innovations
Ÿ HANA as the great unifier and simplifier
Ÿ Fiori front-end for ease of consumption
© 2014 SAP AG. All rights reserved.
Ÿ CAR & UDF as Real-time Retail Foundation
Ÿ Retail applications on CAR & HANA e.g.
PMR, Assortment Planning
Ÿ CAR and Marketing data management as
foundation for omni-commerce interactions
as well as Partner & customer co-innovation
Ÿ hybris as leading omni-commerce platform
Ÿ Integrations including hybris-CAR
Ÿ Store solutions including POS by GK and Fiori
apps for in-store merchandising
Ÿ hybris Marketing including Segmentation,
Product Recommendation, Personalized Offers
* Roadmap Item
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Gracias !
Contact information:
Alfredo Guardiola
Head of Retail – Wholesale LAC
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