5 best practices to become an omni-channel expert

Jussi Lindberg VP Global business development, Adyen

1

1 2 3 4

Agenda

The omni-channel landscape Case Best Key take-

A constant revolutionTechnology is transforming the world

Always on, personal and

realtime

Same day delivery,100% accuracy

Subscriptioneconomy

Technology is creating an easy life for consumers

Customer journeyTo thrive in the sharing economy of the high demanding consumer, businesses need to create the greatest customer journeys.

In order to create customer journeys, that fuel brand loyalty, payments play a fundamental role.

But what is holding it back? Businesses working in silos• Customer service• Organisational structure• IT infrastructure• Business process

Adyen enables companies to accept payments from their customers using any payment method

over any sales channel.

wherever people pay

Endless number of possible omni-channel

Card is captured when goods are shipped

Sales assistant finds product on tablet. Shopper is recognized with card and

is authorized

Product not in store

Shopper registers online, registers card

In-store web sales

1/3 of consumers buy the same item but at another store 10% do not purchase the item at all

1. Endless aisle

90% of in-store kiosks transactions were related to out-of-stock issues

Endless aisle strategies increased sales by up to 14%

x

Endless number of possible omni-channel

Retrieves transaction by inserting card and refund partially if good is missing

Visit the store to return goods

The goods aren’t the good size for example

Shopper shops online and pays

Cross-Channel Refund

+

Endless number of possible omni-channel

Pays with one-click

Download app and login and add goods to basket

Register card with POS and receives login details by e-

mail

Visit the store

Omni-channel one-click

Sub-optimisation of the cost of deliveryInconvenience for the consumer to wait at home several hours

2. Click and Collect (Buy online, pick-up in store)

Zara Click and collect acting as a support channel

Jumbo Supermarkets found that 40% of their click and collect customers were new customers

32% said they purchased additional goods after they bought online and picked up in-store

*Source: In Verdict’s March 2015 survey

+

Endless number of possible omni-channel

Pays with one-click

Download app and login and add goods to basket

Register card with POS and receives login details by e-

mail

Visit the store

Omni-channel one-click

Ensure a friction free payment experience using tokenised payment details both online and in-store

3. Omni-channel one click

Using tokenised payment details to ensure frictionless hotel stay

Collect payment details onlineCheck-in kiosks at hotelsPayment for food and services with the room cardCheck out at the kiosk Email with receiptNew booking using one-click

x

Endless number of possible omni-channel

Retrieves transaction by inserting card and refund partially if good is missing

Visit the store to return goods

The goods aren’t the good size for example

Shopper shops online and pays

Cross-Channel Refund

42% of shoppers want to be able to bring online orders back to a storeReturn fraud and abuse amounted to $17.6 billions in 2014

8.9% of sales are subjected to returns

4. Omni-channel returns

Lower levels of fraud (due to human interaction)

Opportunities to cross-sell products to the incoming consumer

Omni-channel initiatives - Apple Pay

Best practice 1 Make the payment step as frictionless as possible

The easier it is for customers to pay, the higher the conversions

Payment data storage

The right payment acceptance policy

Innovative technologies to address real painpoints

Best practice 1 Make the payment step as frictionless as possible

The easier it is for customers to pay, the higher the conversions

Payment data storage

The right payment acceptance policy

Innovative technologies to address real painpoints

Test in the physical environment

Train staff

Top champions in physical stores

Best practice 2 The Three Ts

20

Best practice 3 Centralize payments management

Across sales channels and geographies + Centralised reporting and reconciliation

= Increased efficiency and slashed operational costs

Best practice 4 Leverage online technology in-store

Delayed authorisation capture:Reduce refundsNo amount blocked on shopper card

Tokenisation:Streamline processes

Best practice 5 Adjust fraud prevention approaches

Fraudsters take advantage of lack of communication between channels

Examples of best practices:

Link risk data across channels and geographies.

Centralised risk settings across channels and geographies.

Key take aways

Sales channels are adding value to each other in an omni-channel environment

Payments is a key driver behind an omni-channel strategy

Omni-channel approach to payments leads to increased revenues and reduced operational costs.