BUSINESS SERVICES

D IVA N TEeBusiness Agency

Who we are

About Divante

• eBusiness Software House

• Operating since 2008

• Over 150 people at our office in Wrocław, Poland

• Office in Rotterdam, Netherlands

• Clients from Europe and the US

• Within your reach: 1.5h flight from London, Berlin, Oslo, Amsterdam, Paris

• SCRUM methodology ensuring high quality and flexible approach to the business requirements

• Case studies: divante.co/portfolio

Omnichannel

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Big picture

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Omnichannel Gap in e-Commerce

Customer- 71% expect on-line stock information- 50% expect Click&Collect feature- 13% won’t visit offline store without

checking product availability

- 59% shipping costs affect the decision to abandon the purchase

Retailer- only 32% stores offer basic c&c

and stock information- only 6% don’t have integration

problems between channels

- shipping and returns can be solved using offline stores

Customer Desires Vs. Retailer Capabilities: Minding The OmniChannel Commerce Gap, Forrester

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Omnichannel Gap in e-Commerce

Customer- 69% expect full catalog information

in offline - Save the Sale – 45% consumers are

OK with ordering online when a product is not available in the shop (and if the shipment is free)

- 1s of page load time lowers CR by 7%

Retailer- only 32% retailers have such

possibilities- only 32% retailers can save the

sale

- only 15% organizations can guarantee the expected performance

Customer Desires Vs. Retailer Capabilities: Minding The OmniChannel Commerce Gap, Forrester

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Our know how

100 000 000 EUR in salesCC, E-SHOP, C&C, RWD, MOBILE

Loyalty program growthE-SHOP, MOBILE, LOYALTY

+46% conversion growthC&C, E-SHOP, MOBILE, CATALOGS

TOP3 in Germany, SMYK GroupC&C, E-SHOP, LOYALTY

TOP3 in HollandC&C, E-SHOP, POS

>2mln UU / mcC&C, E-SHOP, MOBILE

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Success factors

- 70% successful e-Commerce clients have created an e-Commerce strategy at first,

- You’ll need a dedicated Omnichannel manager

- Board engagement is key to success because you need:- coherent pricing, returns, shipment

strategy for all channels,- all offline stores have to be

engaged and support Omnichannel,- a lot of trainings and coaching for

all divisions.- Omnichannel transforms the whole

company – it cannot be implemented only in new channels,

- Be prepared that executing Omnichannel strategy properly may take time. Good news: some quick wins are available.

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ProjektowaniePortalu Wiedzy

oraz eCommerce

Uruchomienie Portalu Wiedzy

eCommerce: Przypadki użyciaProjekty funkcjonalne i graficzne

Promocja: Portal WIedzy

Stworzenie i uruchomienie sklepu w wersji 0.8 Uruchomienie sklepu w wersji 1.0

SLA (Grupa Uderzeniowa) oraz rozwój aplikacji Sklepu

SLA (Grupa Uderzeniowa) oraz rozwój aplikacji Portalu WiedzyStrategia

marketingowaWstępna promocja Portalu

Wiedzy

Tworzenie contentu dla Sklepu i Portalu Wiedzy

Wdrożenie systemu CRM

SLA (Grupa Uderzeniowa)

SLA (Grupa Uderzeniowa) oraz rozwój aplikacji CRM

Zapewnienie integracji

Kli

en t

SEOPromocja: Sklep internetowy

Projektowanie PIM i CRM

Wdrożenie systemu PIM

HOSTING

Marzec 2015

Kwiecień 2015

Maj 2015

Czerwiec 2015

Lipiec 2015

Sierpień 2015

Wrzesień 2015

Październik 2015

Listopad 2015

Grudzień 2015

Styczeń 2016

Luty 2016

Marzec 2016

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Fast track to Omnichannel

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Where to start?

Quick wins in Omnichannel:- Click & Collect / Reserve & Collect / Click & Collect from store

stock- Omnichannel consistency – marketing /product information &

offer; stocks- Cross-channel customer database – ROPO support; call center

support

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First step – central database

Way to Omnichannel almost never starts from no-channels. Integration of existing and new channels is key to success.There should be one central customer database – CRM.Order Management System – CRM or eCommerce, POS integration

CRM Tools

Operational Data sourcesAnalytical – Big Data

CRM

SMS/E-mail CALL CENTRE POS WWW

Reports

Prediction models

Reco engine

Operator deck

Customer account

CRM management

Operational CRM

E-commerce

Other integrations…

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Second step – consistent offer

All channels must have synchronized and channel-optimized information about products and stocks.ERP features rarely satisfied marketing and customer needs.PIM is a must

ERP

PIM

E-Shop

Mobile

Catalogs

New SKUs

Vendor 1

Vendor 2

Raw Product Data

Edit

ReviewPublish

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Third step – integration

Most successful retailers we have cooperated with use high-throughput ESB to maintain real-time communication.Adoption of legacy software (POS, ERP …) can be difficult.

Online storeB2B

platform

ERP / WMS PIM CRM

Online store B2B platform

ERP / WMS PIM CRM

Mobile appMobile app

? ?

QUICK WINS!

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Open architecture

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ORO CRM / ORO Commerce

- CRM designed for Commerce (by creators of Magento)

- MVP deployment – 1-3m- Operational & analytical

capabilities- 360deg customer view- Great customization

capabilities- B2B online sales features

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PIMCore

- MVP deployment – 1-3m- Product Information

Management,- Multichannel support (even

Web2Print),- Multi-language support,- Full Magento integration,- Workflow based process,

advanced ETL tools (filtering, content enrichment, multimedia embedding)

Thank You!