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25 de Fevereiro, 2019
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INFORMAÇÃO DE CONTEXTO

Use Cases de Retalho – Parte 1

Companies:

  1. PetZeba
  2. Steals.com
  3. Qalo
  4. Ocado
  5. Target
  6. Darden
  7. John Lewis
  8. Tommy Hilfiger


PetZeba – Enabling digital transformation through business process management

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 EuropeSimplification of administrative and back-end processesIntegrate the online store to inventory management and logistics workflowsDeliver customer experience personalization The company, adopted a cloud-based business process management software through which it: Integrated business processes and established standard workflowsIntroduced mobile data-capture devicesExpanded the spectrum of gathered customer data
Resultados Streamlining of 35 business processesStaff has 24/7 access to stock dataIncreased logistics efficienciesIncreased speed of product deliveryReduced inventory errorsBuilding the foundations for digital transformation programs related to customer experience personalization   

Fonte: Informação Pública

Steals.com – Enabling digital transformation through a unified digital platform

Apresentação da Empresa Company facts Online marketplaceYear founded: 2008HQ: Salt Lake City, Utah, USEmployees: 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 softwareEliminating silos among IT systemsSimplifying analytics and reportingCompeting 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 dataReal-time management of 1000+ partnershipsIncreased accuracy in tracking customer journeys and customer experience metricsIncreased systems scalability in line with the company’s growth pace

Fonte: Informação Pública

Qalo – Executing its Integrated Merchandising Strategy

Apresentação da Empresa Company facts Specialty – manufaturer of ringsYear founded: 2013HQ: Santa Ana, California, USARevenues: $29.4 MEmployees: 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 timeIncrease in their revenuesPersonalize 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

Fonte: Informação Pública

Ocado – Achieving operational excellence through operations automation

Apresentação da Empresa Company facts Pure online grocery retailerYear founded: 2000HQ: United KingdomRevenues: $2 BEmployees: 12,000Serving 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 yearsOperating from 5:30am to 11:30pm on 1-hour delivery slots daily95 % 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 pickWaste reduced to 0.7%

Fonte: Informação Pública

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

Apresentação da Empresa Company facts Discount retailerYear founded: 1902HQ: Minneapolis, MN, USARevenues: $71,8 BEmployees: 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 WalmartTo 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 mixIn 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)

Fonte: Informação Pública

Darden – In-restaurant DX to improve operating model and customer experience

Apresentação da Empresa Company facts Restaurant chainYear founded: 1968HQ: Orlando, FL, USARevenues: $8 BEmployees: 175,000380 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 tasksDifficult to track customer experience metrics and leverage loyaltyInventory inefficiencies due to one-size fits-all restaurants’ portfolioDarden decided to streamline restaurant operations and deliver relevant customer experience personalizationThe 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 table80% of card payments processed at tableIncrease in Average Order ValueIncrease in Customer SatisfactionOverall reduction of operating costsIncreased efficiencies in restaurant-specific portfolio definition

Fonte: Informação Pública

John Lewis – Investing in loyalty for customer experience personalization

Apresentação da Empresa Company facts Department storesYear founded: 1920HQ: London, UKRevenues: £3,8 BEmployees: 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-firstThe 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 capabilitiesAmong 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 storeThe program has generated+17% online sales+11% click & collect+84% sales via smartphoneThe users of the mobile application become 4 times moreThe mobile application led to +32% subscriptions to My John Lewis program

Fonte: Informação Pública

Tommy Hilfiger – Enabling DX by leveraging image commerce for CX personalization

Apresentação da Empresa Company facts Fashion designerYear founded: 1951HQ: Amsterdam, North Holland, the NetherlandEmployees: 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 growth900% increase in digital traffic70% of which from new customers

Fonte: Informação Pública

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