Retail therapy - the digital transformation of shopping
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Transcript of Retail therapy - the digital transformation of shopping
December 2015
Retail therapy – the digitaltransformationof shoppingin China
2 Retail therapy – the digital transformation of shopping in China
China’s tech boom
China’s digital usage hasexploded tobecome the world’s largest tech market.
3 Retail therapy – the digital transformation of shopping in China
China’s tech boom
mobile phone subscribers as of March 2015 overtook the US as world’s largest global smartphone market
internet penetration in China forecast to exceed 90% confirmed mobile internet users as of February 2015
4 Retail therapy – the digital transformation of shopping in China
The evolution of retail in China
China is experiencing massive growth in e-commerce as thedigital revolution gathers pace.
of China’s retail moving to online channels
5 Retail therapy – the digital transformation of shopping in China
The evolution of retail in China
China set to eclipseUS and become world’slargest e-commercemarket by 2020
of China’s 1.2 billion mobile users bought goods or services using phones
B2C e-commerce sales forecast for 2020
6 Retail therapy – the digital transformation of shopping in China
Chinese shoppers – engaging in multiple ways
Consumers in China are using digital technology to engage withretailers inmultiple ways.
compare prices with competitors
7 Retail therapy – the digital transformation of shopping in China
Chinese shoppers – engaging in multiple ways
researchproducts use coupons
8 Retail therapy – the digital transformation of shopping in China
Chinese shoppers – engaging in multiple ways
receive offers inproximity to stores
get recommendationsbased on prior purchases
check in at storesvia social media apps
scan QR codes
E-commerce – the advantagesover bricks & mortar
9 Retail therapy – the digital transformation of shopping in China
Choice and range: online retailersable to offer much more stock
Opening hours: online stores open24 hours a day meaning shoppercan shop when they like
Store location: shoppers hasconvenience of buying fromliterally anywhere
Personal attention: online retailersfocus on user interface anduser experience without needto train staff
More choice, more convenience,better service – why Chineseconsumers areturning on toe-shopping.
E-commerce – the advantagesover bricks & mortar
10 Retail therapy – the digital transformation of shopping in China
In-store Wi-Fi
Paying via an app
QR codes for added content
Real-time personalised offers
Video walls
Paying via mobile phone
Chinese consumersare now demandingmore variety in theire-commerce experience. When surveyed theyrated all of the following more important thantheir peers aroundthe world.
11 Retail therapy – the digital transformation of shopping in China
Digital + traditional = more
Some exampleswhere retailershave leveragedthis thinkingto drive more sales.
Restaurants using digitalmenus to access detailsabout wine reported a20% rise in sales.
12 Retail therapy – the digital transformation of shopping in China
Digital + traditional = more
Virtual dressing roomshave resulted in a +50%rise in conversion ratesfor first-time buyers.
Interactive store windows that link to shoppers’ phones have brought 25% of those who try into stores afterward.
Our unique positioning
13
Meetingbusiness needs
OvercomingIT challenges
At the heartof new digital uses
Innovationforesightwith ourOrange Labs
Secure networksand global infrastructure
Global/local capabilitiesalong with expert people
Orchestrate > Operate > Optimize
Retail therapy – the digital transformation of shopping in China
Digital transformation
14
Orange Business Services is atrusted partner for our customers’digital transformation providing your
employees withsmart and
mobileways of working
offering thebest connectivity,
wherever youneed it
leveragingapplications
for your business
performance
bringing youthe flexibility
of cloud infrastructur
e
Retail therapy – the digital transformation of shopping in China
15 Retail therapy – the digital transformation of shopping in China
How Orange helpsretail companies
Accelerate time to market via scalable and agile network and hybrid cloud basede-commerce infrastructure
Securely connect stores, HQ sites and e-commerce infrastructure globally withhigh availability
Improve Omni-channel customer engagement
Improve efficiency with our global real time tracking and reporting solutions for supply chain management
Enhance productivity through greater collaboration between employee worldwide
Improve profitability by rationalizing and optimizing global ICT infrastructure
16 Retail therapy – the digital transformation of shopping in China
Orange retail industrysolutions overview
CRM Loyalty Customer profiling Insight Customer contact
POS Staff communication Inventory management Customer traffic
analysis Sales mobility Digital signage WIFI
APP, website PCI compliance Social media CDN Anti-DDOS, WAF Cloud
Order management Merchandise Warehouse &
fulfilment End to end visibility
Customer In-store E-commerce Supply chain
MPLSInternetDC/DRSecurity
MPLSInternetDC/DRSecurity
MPLSInternetDC/DRSecurity
MPLSInternetDC/DRSecurity
17 Retail therapy – the digital transformation of shopping in China
Orange e-commerce sector solutions overview
Network enabled data center services(co-loc, Net-hosting)
Managed DR and Backup for customer DB and payment transaction records
Auto-scaling and cloud based content caching to ensure user experience
IaaS to enable on demand, Pay as you use based compute, storage to cater for peak seasons and seasonal promotion
Hybrid IT via single cloud brokerage enables automated workload provisioning across different cloud targets and alignment between cost of infrastructure and value of workload
Managed aPaaS hosts e-commerce apps and monitoring, reporting tools
Cloud contact center solutions, fleet tracking, inventory management, inventory tracking
DevOps for continuous improvement/maintenance of current apps and innovation of new applications
Security and cyber-defense
18 Retail therapy – the digital transformation of shopping in China
Case study: Darty
Orange digital solution improves in-store customer experience at Darty.
3.8 billion euros in 2013,242 stores and 10,500employees in France.
Leading distributor of electrical products in Europe.
19 Retail therapy – the digital transformation of shopping in China
Case study: Darty Orange solution
Issues and challenges
ADSL access, LAN Wi-Fi, security, installation of the equipment, wiring, supervision, deployment and management of smart tablets
The Digital Coach service for mobile terminals (assistance to rollout and to users)
The design of the service and the management of the terminals (technical and organisation)
The rollout of the 4,000 synchronised tablets in the shops
A help desk and the management of the device stock, using Mobile Iron’s Mobile Device Management platform, hosted in the Orange cloud
Assistance to users that can include the remote management of each tablet
Results and benefits extended web-store experience with synergy between the website and
physical stores
secured and managed broadband internet access and Wi-Fi for staff and customers
salespeople can access real-time sales applications and price comparison websites via tablets
tablets can be customized to salespeople’s needs, and come with
high-quality user support to enable faster training and adoption
Darty learnt that its customers journey combined online searches, product comparisons between e-shops and visits to brick and mortar shops
The chain needed to put the sales advisors in the shops back at the heart of these journeys, using digital tools
Darty wanted to introduce in-store digital experiences to increase sales and empower sales forces
20 Retail therapy – the digital transformation of shopping in China
Case study: Jingdong Mall
Jingdong Mall choose Orange Contact Center solution to enhance global customer service and lower costs
HQ in Beijing, 2011 revenue $3.3B
also called Jingdong Mall, oneof the biggest B2C online computer retailers worldwide, double the sizeof Amazon
51M registered users and 8,000 suppliers in China, sells +1M different products with more than 400,000 orders per day
21 Retail therapy – the digital transformation of shopping in China
Case study: Jingdong Mall Orange solution
Issues and challenges
Global Contact Center Solution (SIP) to support5000 agents in China
Nice Voice Recognition, Audiocodes voice gateway, Nuance ASR and Text to Speech (TTS)
IVR for customer self-service
manage customer and technical support calls, underpinned by SLAs
program & partner management – Genesys, Verint
Results and benefits improved CWT, reduced abandon rate, better first
call resolution rate via direct transfer to suppliers
lower operating costs using call distribution across multiple locations, better agent flexibility
1,000 agents on system in month 1
high availability ensures non-stop customer service
increasing volumes led to existing call center becoming bottleneck + unable to scale to 10,000 agents
customer’s need multi-media channels – voice, Web chat, email
reduce Call Waiting Time (CWT), increase first call resolution rate
lower operational costs, overall and per agent
call center critical to e-retailer
22 Retail therapy – the digital transformation of shopping in China
Case study: Omni-channel
Omni-channel IT enablement
HQ in Zhejiang, over 9000 employees
A leading kitchen appliance manufacture in China
Selling product to 40 countries and regions, more than 5 million families all over the world are enjoying its high quality products and service
23 Retail therapy – the digital transformation of shopping in China
Case study: Omni-channel Orange solution End-to-end solution from design, implementation to
operation
Leading technology and true multimedia(voice, email, chat, SMS, QQ, Wechat, Weibo)
Orange knowledge base and 360 customer profile solution
Integrated with MS CRM
Results and benefits Meet business growth need
Better customer satisfaction
Improve efficiency via new agent tool.Reduce abandon rate, reduce call waitingtime and better SLA
Issues and challenges Expect advanced contact center service
to support dynamic business growth
multi-channel interaction
customer engagement efficiency
Global expansion
HQ in Zhejiang, over 9000 employees
A leading kitchen appliance manufacturein China
Selling product to 40 countries and regions, more than 5 million families all over theworld are enjoying its high quality products and service
Orange group
24 Retail therapy – the digital transformation of shopping in China
244 million customers worldwide
Local presence in 160 countries
Major Service Centers in Brazil, Egypt, India, Mauritius helping business clients 24/7
Largest enterprise voice/data network forin the world, 220+ countries and territories
4G in 11 countries
3,000+ multinational clients worldwide
156,000 employees (20,000 serving enterprises)
732 million euros invested in research andinnovation in 2014
Cloud for Business customers 300 MNC, 8,000 SMEs
2014 revenue
strongest brand in 2014
€39bn
Thank you for your time!Data in this presentation referenced from a PwC study “Shop Till You Drop” commissioned by Orange Business Services. To find out more downloadthe report here - https://backoffice.www.orange-business.com/en/library/publication/shop-till-you-drop