Apresentação da Empresa

Company facts

Animal food and supplies

Year founded: 2006

HQ: Alberswil, Switzerland

Employees: 20

Use Case

Enabling digital transformation through business process management

Situação e Solução

PetZeba is a swiss family-run business that was facing a series of challenges:

• Business expansion in Europe
• Simplification of administrative and back-end processes
• Integrate the online store to inventory management and logistics workflows
• Deliver customer experience personalization

The company, adopted a cloud-based business process management software through which it:

• Integrated business processes and established standard workflows
• Introduced mobile data-capture devices
• Expanded the spectrum of gathered customer data

Resultados

• Streamlining of 35 business processes
• Staff has 24/7 access to stock data
• Increased logistics efficiencies
• Increased speed of product delivery
• Reduced inventory errors
• Building the foundations for digital transformation programs related to customer experience personalization

Apresentação da Empresa

Company facts

• Online marketplace
• Year founded: 2008
• HQ: Salt Lake City, Utah, US
• Employees: 63

Use Case

Enabling digital transformation through a unified digital platform

Situação e Solução

Steals.com is an online marketplace growing at fast pace but hampered by fragmented IT systems and facing challenges such as:

• Abandoning low-scalability homegrown software
• Eliminating silos among IT systems
• Simplifying analytics and reporting
• Competing with larger enterprises
• Developing strong relationships with sellers, brands, customers, and employees

The company decided to implement a unified digital platform that would allow to integrate and manage existing and new applications

Resultados

• Increased analytics flexibility and real-time access to data
• Real-time management of 1000+ partnerships
• Increased accuracy in tracking customer journeys and customer experience metrics
• Increased systems scalability in line with the company’s growth pace

Apresentação da Empresa

Company facts

• Specialty – manufaturer of rings
• Year founded: 2013
• HQ: Santa Ana, California, USA
• Revenues: $29.4 M
• Employees: 81

Use Case

Executing its Integrated Merchandising Strategy

Situação e Solução

Qalo is a company co-founded by KC Holiday and Ted Baker debuted in the US market with the aim to produce and sell silicon-based rings suitable for any lifestyles.

After registering a big success in the market, Qalo felt the need to transform it operations as well as the urgency to continue expanding online as well as entering brick-and-mortar retailers.

To overcome existing inefficiencies throughout Qalo’s infrastructure, the company decided needed to invest on an Enterprise Resource Planning (ERP) solution allowing them to scale and run their business end-to-end.

To do so, Qalo implemented a business management software specifically designed for small and medium-sized businesses, while keeping the ownership of the their data.

Resultados

• A substantial increase in the number of employees, from 10 to 65 in a short period of time
• Increase in their revenues
• Personalize customers experience at scale while efficiently supporting customers in their shopping journey
• The QALO team is looking to learn more about their business through data collection and analysis

Apresentação da Empresa

Company facts

• Pure online grocery retailer
• Year founded: 2000
• HQ: United Kingdom
• Revenues: $2 B
• Employees: 12,000
• Serving 40% of UK households

Use Case

Achieving operational excellence through operations automation

Situação e Solução

• Since Amazon started its AmazonFresh service in the UK in 2016, delivering food within an hour of the order, local last-mile delivery grocers have been under considerable pressure. In 2016, Ocado had already started the transformation journey as a reaction to the new players entering the industry.
• Ocado invested in robotics as a key asset for their online business – to manage their 50K SKUs – but soon realized they could increase profits by providing their proprietary platform to competitors.

Resultados

• Even if Ocado’s strategy is focused on long-term shareholder value, they have delivered profit in the short-term and a 250 % share price rise in the last two years
• Operating from 5:30am to 11:30pm on 1-hour delivery slots daily
• 95 % of orders are on time, and item accuracy is close to 100%
• Ocado’s operations are highly automated: 15 minutes labor on average per order, almost one fifth of store/manual pick
• Waste reduced to 0.7%

Apresentação da Empresa

Company facts

• Discount retailer
• Year founded: 1902
• HQ: Minneapolis, MN, USA
• Revenues: $71,8 B
• Employees: 345,000

Use Case

Executing a clear DX strategy with short-term results, paving the way for long-term innovation

Situação e Solução

• Target is facing very high competitive pressure coming from disrutptive players such as Amazon, Lowe’s or Walmart
• To deliver long-term growth and relevant customer experience, over last years the company has invested $7 B in a digital transformation strategy that is addressing digital operations expansion, stores re-modeling, new store formats, new merchandising mix
• In 2019, Target plans to invest $3 B in digital supply chain, merge of online/offline experience, online delivery, private labels development

Resultados

• In 2018, Q2 results have shown the initial positive impact of the investments
• + 6.9% total revenue
• + 6.5% same store revenue
• + 6.4% store traffic
• + 41% digital sales (5.6% of total revenue)

Apresentação da Empresa

Company facts

• Restaurant chain
• Year founded: 1968
• HQ: Orlando, FL, USA
• Revenues: $8 B
• Employees: 175,000
• 380 M Guests

Use Case

In-restaurant DX to improve operating model and customer experience

Situação e Solução

• In-restaurant operations hampered by excess of staff executed tasks
• Difficult to track customer experience metrics and leverage loyalty
• Inventory inefficiencies due to one-size fits-all restaurants’ portfolio
• Darden decided to streamline restaurant operations and deliver relevant customer experience personalization
• The company introduced table kiosks integrated to company systems, with self-checkout POS and loyalty management functionalities

Resultados

• 85% kiosks usage on total restaurant traffic
• +10X loyalty program enrollment
• +50X customer survey completion at table
• 80% of card payments processed at table
• Increase in Average Order Value
• Increase in Customer Satisfaction
• Overall reduction of operating costs
• Increased efficiencies in restaurant-specific portfolio definition

Apresentação da Empresa

Company facts

• Department stores
• Year founded: 1920
• HQ: London, UK
• Revenues: £3,8 B
• Employees: 85,000

Use Case

Investing in loyalty for customer experience personalization

Situação e Solução

• John Lewis wanted to differentiate its services offering with a strategy focused on customer experience personalization and on mobile-first
• The company has invested and continues to invest in My John Lewis loyalty program, supported by a mobile application that enables rich product information finding and mobile commerce capabilities
• Among the other capabilities, the mobile application allows customers to scan product barcodes in-store and to view and redeem My John Lewis digital rewards

Resultados

• 75% of My John Lewis customers purchase in store
• The program has generated
• +17% online sales
• +11% click & collect
• +84% sales via smartphone
• The users of the mobile application become 4 times more
• The mobile application led to +32% subscriptions to My John Lewis program

Apresentação da Empresa

Company facts

• Fashion designer
• Year founded: 1951
• HQ: Amsterdam, North Holland, the Netherland
• Employees: 10.000+

Use Case

Enabling DX by leveraging image commerce for CX personalization

Situação e Solução

• Without data integration, organizations will fail to take advantage of new data sources to improve Customer Experience.
• For Tommy Hilfiger is important to process customer data from different sources in the shortest possible time.
• In 2017, the company launched the TommyLand Snap:Shop app, following the “See Now Buy Now” business model.
• The app allows capturing and managing structured and unstructured data to deliver a superior customer experience.
• The new app is connected with Customer Relationship Management (CRM) and Point of Sale (POS) systems and reaches 3.7 million customers across 21 countries.

Resultados

• Thanks to the app, Tommy Hilfiger can now reach 3.7 million customers in 21 different countries
• Increase of 60% in sell-through growth
• 900% increase in digital traffic
• 70% of which from new customers