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E-Commerce Trends and Retail Customer Case Studies

Isaac PessanhaPrincipal Sales ConsultantOracle Retail Global Business UnitJune 30, 2016

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | 3

Safe Harbor StatementThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


Agenda

Pesquisa global Oracle Retail ”The Power and The Money”

John Lewis – Click & Collect case study

Oracle Retail Omni-Channel solutions

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2

3

THE POWER

THE MONEYAND

retail today defined by


Pesquisa anual realizada com 13.250 consumidores em Austrália, Brasil, China, França, Alemanha, Itália, Índia, Japão, México, Rússia, Reino Unido e EUA


Millennials possuem a Força – eles definem as tendências

Os Boomers possuem o Dinheiro – eles são o motor econômico

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TENDÊNCIAS

SERVIÇOS FIDELIDADEEXPERIENCIA


MILLENIAL COMPRA ONLINE E RETIRA NA LOJA

PESQUISA ON-LINE, COMPRA NA LOJA

PESQUISA NA LOJA, COMPRA ONLINE

CHECAR DISPONIBILIDADE ANTES DE IR A LOJA

MOTIVADOS POR COMUNIDADE E EVENTOS

BOOMER

COMPRA NA LOJA, ENTREGA EM CASA

COMPRA ONLINE E RETIRA NA LOJA

COMPRA VIA CELULAR

CHECAR DISPONIBILIDADE ANTES DA IDA A LOJA

MOTIVADOS POR RECOMPENSAS

Principais tendências em ascensão


MÓVEL

95.5% millennials68.4% boomers

Verificam informações sobre o produto no dispositivo móvel


MILLENNIALS

36.8% comprou no celular este ano

38% comprará no próximo ano

32% crescimento


MÓVEL

desejam melhores

serviços móveis

36.3% 31.7% 36.7%

desejam uma experiência

fluída

desejam poder "scannear" e pagar na loja com o celular


BOOMERS

4.8% comprou no celular este ano

7.3% comprará no próximo ano

+34% crescimento


LOJA

54% millennials71% boomers

Preferem comprar produtos na loja e levá-los para casa


LOJA

42 % millennials34 % boomers

pesquisam online, mas compram na loja

15% e 47% respectivamente

pesquisam na loja e compram online


LOJAOs que visitam a lojas uma vez por semana

32% uma vez por

semana

25% várias vezes por

semana

Os que compram online visitam com menor frequência

17% uma vez por

semana

13% várias vezes por

semana


Millennials gostam da LOJAS

201552%

compram na loja, pelo menos uma vez por semana

201662.2%


SERVIÇOS

54% desejam tecnologia para melhorar a sua

experiência individual

30% aceitam pagar mais por um experiência

fluída

28% desejam serviços móveis

melhores


31,7% dos boomers: tecnologia deve apoiar o serviço na loja

SERVIÇOS

26% millennials29% boomers

não acreditam que

funcionários da loja sabem o suficiente para serví-los


SERVIÇOS

abandonaram uma compra na loja devido à falta de informações

23%millennials

23%boomers

Sentem necessidade de informação


SERVIÇOS42% desejam encontrar detalhes

de procedência online

33% desejam entender como o

produto é feito

48% acreditam que esta

informação deve estar disponível

para todos os produtos


COMPARTILHAR

30% da geração do milênio e

16% dos boomers aceitam compartilhar

feedback e ideias


COMUNIDADE

27% desejam juntar-se a uma comunidade26% desejam serviços de acordo com

interesses específicos

Boomeers importam-se menos


John Lewis – Click & Collect case study

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30 department Stores+ 9 John Lewis Home

Waitrose supermarkets

Waitrose convenience stores

About John Lewis

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255

36

39

Source: John Lewis

£ 9.5bn gross sales


John Lewis reported a 4.8% increase in like-for-like sales in the five weeks up to 27 December. With a 62% increase in click-and-collect orders the year prior, according to Bloomberg, it’s likely the service played a significant part.

John Lewis: 62% increase in click-and-collect orders


John Lewis - Click & Collect • Total sales at John Lewis for the five weeks to December

27th were a record £777m, up 5.8 % on the same period of the year before.

• But the growth was driven entirely by a 19 % surge in online sales compared with Christmas 2013, while sales in shops “remained level with last year”.

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John Lewis Online Revenue Reached 36%Click & Collect (56% of total) now surpasses Home Delivery

Christmas 2014: Total Sales +4.8%; Stores 0%, E-comm +19% Christmas 2013: E-comm +22% Omnichannel shoppers spend more than single-channel

29Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

Omni-Channel Solutions


Omni-Channel – Understanding the Journey

Buy Anywhere, Pick-up Anywhere, Return Anywhere

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Sales & ReturnsFulfillment

Options Any Store

DC to Consumer Vendor

RelevantOn-line

On the GoIn the Store

On the Phone

Click/Reserve:Collect in Store

Ship to Customer

Return:Pick-up at Home

Ship to WarehouseReturn to Store

In Store:Take With

Order & ShipPick-up

Pick-up in Another Store


Oracle Retail Guiding Principals

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Move to the Cloud Order Management Order Brokering CRM & Loyalty Commerce

Expanding on Omni-Channel Journeys Oracle Retail Order Management System Oracle Retail Order Broker Oracle Retail Customer Engagement Oracle Commerce Oracle Retail Xstore POS Oracle Retail Store Inventory Management Oracle Enterprise Solutions like RMS & RESA

Point Of Service Hardware Better Together POS devices

Embedding Science Oracle Retail XBRi Margin and Profitability in Brokering Deeper Customer Insights


Which Commerce Anywhere value levers deliver the most business value?Numerous Commerce Anywhere Considerations

CUSTOMER TRANSPARENCY

INVENTORY TRANSPARENCY

ITEMTRANSPARENCY

|

ORDER TRANSPARENCY

$99.99

A Single Source of the Truth32


What is your current state, desired future state & priority?Numerous Commerce Anywhere Considerations

CUSTOMER TRANSPARENCY

INVENTORY TRANSPARENCY

|

ORDER TRANSPARENCY

$99.99

ITEMTRANSPARENCY

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Business Drivers for Commerce Anywhere:• Revenue• Sales Channel Expansion• Territory Expansion• Competitive Threats• Industry Trends

Business Drivers for Commerce Anywhere:• Customer Acquisition/Retention/Loyalty• Customer Satisfaction• Customer Experience• Customer expectations• Operational Efficiency


Out of the Box Omni-Channel Scenario Support• Order online/mobile/call center

– Ship from DC– Ship from store– Ship from supplier (Drop Ship)– Pickup in-store with store inventory– Pickup in-store with DC inventory– Pick-up in-store with supplier inventory– Return to store

• Order in-store A – Ship from DC– Ship from DC, pickup in store A– Ship from store B– Ship from store B, pickup in store A– Pickup from store B

• Single View of Customer across all Touchpoints


Oracle Retail Omni-Channel Sell-Side Solutions

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Xstore POS Simple & Flexible Register, Tablet &

Handheld Better Together HW

Order Broker Omni-Channel Order

Broker Enterprise Inventory

Location Visibility

Order Management DTC Order Master Full Order Edit View All Shipment Information

Customer Engagement One-View of the Customer Enterprise LoyaltyOracle Commerce

Commerce and Endeca Personalized, Optimized and

Flexible Experiences

Store Inventory Management Accurate In-store inventory

across the Enterprise Back office & on the sales floor


Oracle Retail “Sell-Side” Commerce Anywhere IntegrationCustomer Info, Inventory/Location Search, Loyalty,

Gift Card, Order Checkout/History, Email Click Through,Clienting & Order Related Emails

Oracle Commerce TM Open Commerce Platform TM

ECOMMERCE

ORDER MANAGEMENTSYSTEM CLOUD SERVICESTM

ORDER MANAGEMENT SYSTEM

WAREHOUSE MANAGEMENTSYSTEMTM

WMS

OrderHistory

Orders(Customer &

Payment Info)

ItemsPricing

InventoryShip Info

Ship Confirm,Tracking,

StatusUpdates

Picks &Order Info

DCInventory

Customer Loyalty,Awards, Gift Card, Promotions, Email,

Clienting

Orders: Store Pickup,Fulfillment, Broker

Order Status Updates

Product & PricingInformation

RETAIL MERCHANDISINGSYSTEMTM

MERCHANDISING

ORDER BROKERCLOUD SERVICETM

ORDER BROKER

CUSTOMER ENGAGEMENTCLOUD SERVICETM

CRM

In-Store,Web/Phone Returns

Customer Loyalty,Awards, Gift Card, Promotions, Email,Clienting & Sales

Transactions

Location &Inventory Services

DC Available toSell Inventory Levels

Product & PricingInformation

Orders: Store Pickup,Fulfillment, Broker

Store Available toSell Inventory

Levels

STORE INVENTORY MANAGEMENT TM

SIM

XSTORETM

POINT-OF-SERVICE

Customer Info, Inventory Search, Loyalty, Gift Card,

Awards, Sales,Returns, History

OrderRelatedEmails

Web SpecificProduct Information

Order StatusUpdates, Product

Availability

Customer Loyalty,Awards, Gift Cards, Promotions, Email,Clienting & Sales

Transactions

Sales/InventoryTransactions/Returns,

Ship/Receive Documents

CUSTOMER ASSOCIATE


Oracle’s Out-of-the-Box Integration Story is Powerful and Cost Effective!

CIO’s are Telling Us That They are Spending 3-7 X on Integration to Achieve Commerce Anywhere.

Oracle has Invested Over $12B USD in the Last 4+ Years Creating, Acquiring and Integrating

Commerce Anywhere Solutions.

Oracle Retail “Sell-Side” Commerce Anywhere Integration

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Thank You!