The complete commerce platform

How (not to fail) when implementing OmnichannelVikram Saxena –Founder & CTO

Retail is Changing

2

In store footfall is reducing…

Shoppers have:

• more knowledge

• more choice

• are more impatient

• Expect better service

Retail Evolution

Product Centric Transaction Oriented Channel Oriented Customer Centric

Omnichannel - Customer at the heart of Business

Omnichannel Key Tenets

Inventory Visibility

Single stock view across business. Eg.Check in-store stock online

Customer 360

Know more to serve better across all channels seamlessly – mobile, web, call center, instore, social.

Channel Consistency

Consistent content, promotions across all the channels

Instore Experience

Endless Aisle, Personalised Clienteling, Smooth pickup experience

Seamless Customer Engagement

Cross channel cart access, personalization.

Anytime, anywhere Fulfilment

Click & collect, Ship to store, ship from store, Buy anywhere, Return anywhere.

Omnichannel Fulfillment

Customer 360

• Collect data at every touch point across the channels.

• Utilise the elasticity of the cloud to manage the large scale of data.

• Deliver visuals and easy to understand ‘actionable insights’ for business.

7

7

Companies with well defined Omnichannel Customer Experience Management programs achieve

91% higher YOY increase in customer retention rate, 3.4% increase in Customer Lifetime Value (CLV).

Forrester (2018)

Why is it important ?

How to go about it ?

MeasurePlan &

Execute

Identify Improvement Opportunities

Assess Current

Maturity Level

Identify Omnichannel

KPIs

REPEAT

Omnichannel KPIs

Case Study: How did we help

Sniff Bars

Case Study: How did we help

Sniff Bars

Subscription Model

and a lot more…

Business Context

Largest independent

Fragrance Retailer in the UK

193 stores nationwide

Established online presence

including subscription

services

4.5 million customers

1,500 employees

Results

Case Study: How did we help

- 8 weeks trial in High Traffic Locations

- 80% of customers were new

- 19.3% increase in online sales during

the trial

Sniff Bars

Subscription Model

and a lot more…

Business Context

Results

Case Study: How did we help

Subscriptions: The new way to discover fragrancesSniff Bars

Subscription Model

and a lot more…

Business Context

Results

Case Study: How did we help

Product Personalisation

Engraving services for that special gift.

Customer 360

Single view customer online, instore, mobile, call center

Extensive Delivery Options

Next Day Delivery, weekend, nominated and international

Instore Customer Capture & E-Receipts

Cross channel / device Cart

Endless Aisle

30 minutes click n collect service

Product & service reviews

Fragrance fittings instore

Buy and Return Anywhere

Single view of stock across business

Realtime Stock Visibility across the whole business – online, stores.

Sniff Bars

Subscription Model

and a lot more…

Business Context

Results

Case Study: How did we help

Sniff Bars

Subscription Model

and a lot more…

Business Context

50% Conversion rateincrease

25% Growth in Traffic

5x Online Revenue Growth

Results

OmniCX The complete commerce platform for

your growing business

Commerce

#peace-of-mind #business-growth #happy-customers

PLATFORM

CLOUD | FLEXIBLE | EXTENSIBLE | RELIABLE | SCALABLE | COMPLIANT | SECURED

Product Info

Management

Experience

Management

In-store

mPOS

Mobile/ App

Commerce

Omni-channel Order

Management

Advanced

Analytics

One Stop Solution, not Point Technology

Order Management

Omnichannel & In-store

Customer Data Platform

eCommerce

Product Recommendations & Personalisation

1. Integrated – A single integrated platform = inherent advantage. Better results with algorithms & data natively part of the platform.

2. TCO – customers work with one platform and not multiple solutions

3. Performance – one platform, one api –optimized to work fast together.

Content & Experience Management

Value Proposition

Open SourceFront End

Hassle Free,No ServersLower TCOIntegrated Suite

of Modules

Fully ManagedPlatform

GDPR ReadySmaller Digital Team

Always Online

Technical Architecture

How did Azure help

Experiment & try out new technologies Rapidly

on-demand. Eg. Machine Learning, AI

Rapid Experimenting1

Build much quicker and test using the

automated testing tools. Improved the quality

significantly and reduce the time.

Build & Test Quicker2

Release automatically with confidence using full

CI/CD tools offered as part of DevOps

Fully Automated Release

3

Peace of mind for you & your customers with

proactive monitoring & alert mechanisms built into

Azure.

Manage & Monitor4

© 2019 OmniCX Digital Limited. All rights reserved.

+44 (0) 203 815 7954

www.omnicx.com

12, Hammersmith Grove,LondonW2 LPA

vikram@omnicx.com