When the IT innovations are in sync with the Retail Business Goals and applied together, they result in elegant solutions that meet business needs

1. Business and IT Innovations

2. Innovation
• Business and IT are constantly innovating but not always in sync with each
other.
• Sometimes it is too early to
implement an IT innovation. For
example, when RFID technology
was introduced in retail, initially
it was too expensive to use on a
large scale.
• When an IT innovation matures,
it can make an immediate
positive impact on solving a
business need.
• When the IT innovations are in sync with the Business Goals and applied
together, they result in elegant solutions that meet business needs.

3. Needs of the Business from IT
Focus on Demand Chain:
Customer Driven Operations rather than Supplier Driven Operations.

4. Retail Customer Experience Management
CEM
Availability
Consistency
Simplicity
Efficiency

5. Availability
• A few companies in Asia are truly embracing the ethos of omni-channel retail
to ‘Be everywhere’
– Responsive websites that work on computers, tablets, mobiles across platforms
– Selling on social media platforms - ‘Buy Now’ button in Twitter / ‘Buy’ button in
Facebook
– The next generation will be shopping virtually using VR headsets to walk through
stores and complete transactions.
– Building mobile apps for m-Commerce
– Residing in the customers’ mind space without bombarding them with traditional
forms of advertising

6. Availability
• Be everywhere – Let customers shop from anywhere at their convenience
Gaming Consoles
Physical StoreOnline Catalog
ComputersSocial Media
Smartphones
Websites
Kiosks

7. CEM on tablets
Mobile Apps
Omni Channel POS
CEM on e-commerce engines CEM Integration with Social Media
CEM
CEM Analytics
Omni Channel
Campaign Management
CEM on email
CEM on SMS
CEM with search engines
ETP’s VisionConsistency
Loyalty
Management
Feedback Systems

8. Simplicity
• What do customers really want? They are tired of too much information.
– Quick and easy transactions
– Recognition and rewards
– Value added services
• Keep it simple, because retail is complex and so are its customers.

9. Efficiency
• The multiple systems used will need to talk to each other seamlessly.
• Delivery lead time cannot be in weeks; it needs to be in days and in some cases
in hours
– In a country that’s spread out like Indonesia the capability to deliver from a local
store instead of a warehouse in Jakarta will greatly reduce delivery timelines and
transportation costs.
– Shared inventory across channels.
– The facility to take the order in the store and deliver from the warehouse would
almost eliminate lost sales that result from customer coming to the store and being
unable to find the right size for a product.
• Retailers need to provide the local/neighbourhood feel to a global audience.
Ecommerce
portal
Warehousing
system
Stores

10. Efficiency
• Integrated environment – Seamless working across sales channels
Product
Global
Social
Flexibility
Speed
Service
Local
1-2-1
Expertise
Rotation
Speed
Seamless
Digital Brick & Mortar
Global Local

11. © Copyright 2015 ETP Group. All rights reserved.
Every year, 50,000 retail associates use ETP to serve 150,000,000 consumers, selling
USD 5,000,000,000 of merchandise. More than 300 brands in 20 countries, across 10
time-zones, in 200 cities, at 25,000+ stores, in 5 languages run on ETP.
Australia, Bahrain, China, Hong Kong, India, Indonesia, Iraq, Jordan, Kingdom of Saudi Arabia, Kuwait, Malaysia,
Oman, Qatar, Singapore, Sri Lanka, Thailand, The Philippines, U.A.E., Uzbekistan and Yemen
www.etpgroup.com