1 Opportunities & Challenges 1Challenges Arvind Sahay Regional Director, Vinculum MEA 11 th Global Supply Chain and Logistics Summit www.sclgsummit.org
Retail & eCommerce Sales Worldwide
What are Customers Looking for?
What are Customers “really” Looking for?
And Dilbert’s take…
What are Customers “really” Looking for? Serving this always-connected consumer may look like the following: • A potential customer sees an advertisement for a trouser on their smartphone traveling home from work. • At home, they use their desktop to Google the brand. • Once on site, they decide to buy a pair but select in-store pick up to try them on first. • As soon as the buyer arrives in store, a clerk picks up the trouser and sets up a dressing room with a few shirts to match. • The customer likes the trouser and two of the shirts. • Unfortunately, their shirt sizes are out of stock. • However, instead of losing the additional sale, the clerk places an order online for the right sized shirts to be delivered to the customer's home. • The shirts arrive within a day, and the buyer is delighted.
What does it take to Succeed – Delight your customers Sell on Multiple Marketplaces | Build Your Own Webstore/Marketplace | Open Stores | Channel Partnership Process Technology Organizational Challenges Challenges Structures The implementation of an omnichannel By choosing a strategy based on strategy impacts the organizational channel multiplication, brands structure of all the company ’ s automatically enter into a departments. Companies must embrace process of transformation about expertise pooling, a new way of thinking the company and its business that removes the silos between the approach. company ’ s departments.
Offline to Online Transformation
Omni Channel Retailing – Click & Collect
Easily Manage Content across Multiple Channels Product’s Information This includes Metadata for each Product: • Images • Videos • Product Description, Features • Attributes, Categories
Catalogue Management Across Channels Manage Catalogues according to the Target customers & Channels Catalogues for Festive/Clearance Catalogues for E- Catalogue Sales Retail Stores
Brands and Online Retailers – Sell across Global Marketplaces Brands have historically sold through retailers, own stores or brand distribution companies. Today they have a fascinating opportunity to sell on Multiple Marketplaces or eCommerce site domestically and to sell cross border globally as well. Technology is helping retailers & brands to grow globally with an automated platform which enables them to sell globally across channels. With ready integrations to 3PLs, Marketplaces, webstores and ERPs globally, retailers can now easily provide an OmniChannel experience to their customers.
Are retailers doing enough? Accenture’s Retail Consumer Research recently discovered not only how interconnected and seamless consumers now want their shopping experience to be but also how the majority of click-and- mortar retailers are falling short: • 58% of global retailers have smartphone apps with purchase capabilities • Only 28% of retailers provide store-specific stock availability online • And less than half of retailers — 46% — enable store staff to order out of stock items for customers
Challenges Challenge 1: Inventory Visibility Challenge 2: Channel-Specific Processes Challenge 3: Recognizing the shopper and their unique profile Challenge 4: Speed of Delivery Challenge 5: Ease of Return
The Opportunity is Yours! Woo Your Customers with an OmniChannel Experience • Shailen Shukla - Head of Logistics, Jumbo Electronics Company An astute professional with over 24+ years of experience in Logistics Management, Supply Chain Management, Profit Centre Management, Commercial Operations, Project Procurement and Management, Vendor Management and ERP & Systems Implementation. Currently working as Head Logistics, with Jumbo Electronics, a top UAE electronics distributor / retail chain. Winner of "SCATA – Supply Chain Of The Year Award 2013". Also Business Head of Jumbo Logistics, new business venture of Jumbo Electronics. • Ben Mclean - Head of e-Commerce, DHL Head of eCommerce – UAE for DHL. he been in the industry for over 22 years in a number roles from operations, customer service to sales and leadership roles. His objective is to help companies go Global and increase sales. • Amit Thapliyal - Global Marketing Director, Altudo Amit has 14+ years of expertise in enabling Digital Transformations, Brand & Product Management, SaaS Marketing & Partner Program management. In his journey with some of the leading Global Brands, Amit set up high performance Marketing Engines, Brand Portfolios & Go-to-Market strategies across Consumer Products, IT/ITeS, Business Information, Consulting & Martech verticals Amit currently leads the Marketing & Digital functions at Altudo where they help Brands create 1:1 Personalized Experiences, CX Strategy & curated Engagement Analytics- that drive revenue.
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