Taking Mobile Technology Beyond Bar Code in Retail


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At the forefront of mobile technology, retailers were the early force behind mobile bar-code scanners and handheld devices. The very mobile technology they pioneered has evolved greatly and is now changing how people work and shop.

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Taking Mobile Technology Beyond Bar Code in Retail

  1. 1. Taking Mobile Beyond Barcode in RetailNovember 2012
  2. 2. Key trends shaping the retail industry Changing Market Economic & Social & Demographics Conditions Political Technological Aging populations in  Increasing on-line  Economic paralysis  Consumerization of IT developed countries competition  Rising costs and thinning  Machine-to-machine Growth in emerging  Increasing show-rooming margins communication economies  Increasing consumer  Increasing global  Social networking as expectations regulation primary communication  Increasing globalization  Value shopping  Mega discounters / wholesalers  Rise of non-traditional retailers© 2012 SAP AG. All rights reserved. 2
  3. 3. The resulting drivers Customers Workforce Partners Management Increase customer  Maximize resource  Encourage local partner  Timely, reliable and touches and build utilization and individual networks that contribute relevant analytics customer satisfaction productivity to margin  Visibility to workforce, Develop customer  Increase time with  Implement consistent partners, store intimacy and build customers services with local performance and customer loyalty partners, contractors, consumer trends  Improve service levels suppliers, etc. Offer multiple shopping  Higher sales per sq.mt  Promote safety and channels  Improve/automate service and drive market share security and product procurement Ensure attractive prices  Ensure competitive  Improve product  Manage inventory and prices Position and upsell knowledge and technical shelves more effectively private label goods service skills  Reduce cost of sales,  Drive superior service service, Increase levels revenue and cash flow, © 2012 SAP AG. All rights reserved. 3
  4. 4. Successful retailers…Recognize their people are their assets, their assets are mobile, andtheir customers are on-the-goThey empower stakeholders with mobile solutionsManagement Workforce Customers Access targeted,  Tears down data and  Personalizes experience personalized information communication silos  Provides faster access to Analyze mission-critical  Automates critical activities and more product options activity core business processes  Improves product knowledge Make better decisions  Improves productivity  Improves service levels Respond quickly to emerging  Increases customer touches opportunities © 2012 SAP AG. All rights reserved. 4
  5. 5. Successful retailersHarness the power of mobile to…Customers Store Operations Supply ChainDeliver mobile customer service Improve operational efficiencies Improve decision making byapplications on store employee by eliminating manual providing more real-timedevices and customers’ own processes and improving information and communicationdevices communications Result Result Result Improved customer service/loyalty  Less time spent in back of store  Faster response to markets Fewer lost sales  More employees on the floor  Improved ordering / shipping New mktg./sales opportunities  More accurate and readily  Fewer out of stocks available information Larger average basket size  Ability to sell inventory in other  Managers unleashed to work on physical locations Less margin shrinkage the floor  Improved inventory turns © 2012 SAP AG. All rights reserved. 5
  6. 6. Mobile apps for core business processesKeep retail stores open, product moving and customers satisfied Manufacturer Distributor Retailer Consumer Home Service ShipperBack Office Retail Floor Remote  Warehouse management  Product look up  Home delivery  Shipping and receiving  In store reservation and pickups  Home service  Inventory movement  Returns processing  Marketing  Cycle counts  Rounds and security  Customer service  Returns processing  Product look up and suggestion  On-line shopping  Labeling and pricing  Merchandising audits  Account mgmt.  Procurement  Shelf management  Payment (mobile wallet)  Staffing and scheduling  Returns© 2012 SAP AG. All rights reserved. 6
  7. 7. Mobile analytics appsTransform the way we make decisionsPartner Employee Executive Customer satisfaction  Customer 360  Store performance Service performance o Preference and buying habits  Manager performance After-market sales performance o Purchase history  Product performance Driver performance o Cross-store and on-line history  Shopper performance Service tech performance  Self performance  Partner/ supplier performance  Real-time commission analyses  Revenue and collections  Expense and payables  EBIT, operating income, cash flow  Inventory management  Competitive analysis  Consumer trends© 2012 SAP AG. All rights reserved. 7
  8. 8. Mobile Apps for Key RolesTransform the way retailers market, sell and serviceCustomers Partners Store Associates Store Managers Product and shelf look up  Mobile notifications  Point-of-sale  Approvals In-store/remote precision mktg. o Service orders  Assisted precision mktg. o Time and leave o Delivery / installation o Clientelling o Location based services/offers o Merchandise orders o Shipment o Upselling / cross-selling o Personalized offers/coupons o Returns and discounts  Routing o Campaign execution o Personalized product catalog  Store walks  Handling instructions  New employee on-boarding o Personalized product  Returns processing  Training and development  Complaint management recommendations  Assisted precision mktg.  Time entry  Opening and closing In-store self point-of-sale  Scheduling / leave requests Complaints / recommendations  Customer support  Community-based workspaces  Social media based outreach  Channel to the Channels© 2012 SAP AG. All rights reserved. 8
  9. 9. Mobile solutions virtualize business… connect with customers Mobile enables you to manage stores and employees anytime, anywhere collaborate with supply chain Manage personnel  Know the customer Manage products/inventory  Look up products Manage/secure facilities Store Customer  Suggest purchases Operations Service Complete tasks/timesheets  Solve customer service issues Facilitate training  Mobilize POS Analytics Improve decision making  Locate stores/products Take action on stock situations Supply &  Find deals/specials/coupons Customer Roll out new merchandise Service Chain  Get product details/suggestions Ensure product placement  Access loyalty/payment info. Improve home delivery/service  Unify cross-channel experience © 2012 SAP AG. All rights reserved. 9
  10. 10. … accelerate change … Respond instantly to changing market, demand, supply conditions Access real-time performance indicators Improve decision making Manage product placement better More time working w/ customers Management Merchandising Get real-time continuousProduct info anytime/ anywhere visibility to customers Unite on-line and brick & Connected Deliver complete multi-channel mortar shopping experience Disconnected shopping experience Customers Real-Time Marketing No need to track loyalty cards, Personalize real-time,credit cards, gift cards, receipts location-based offers Respond faster and Streamline returns processing proactively to customers Store Ops Logistics Faster and better home service/delivery Keep employees on the selling floor Enable multi-sourcing to multi-channel selling Improve order fulfillment efficiency © 2012 SAP AG. All rights reserved. 10
  11. 11. …and transform the traditional business Bank Internet Distributor SAP for CPG Customer Retailer Call Center Manufacturer Traditional Manual Silos of No direct visibility communications processes information to end customer© 2012 SAP AG. All rights reserved. 11
  12. 12. … into a Better Run Business Mobile Processes Bank Internet Distributor SAP for CPG Customer Retailer Call Center Manufacturer Entire value chain powered by mobile enterprise processes Personal safety Intelligent Improved Operational & productivity decisions margins visibility© 2012 SAP AG. All rights reserved. 12
  13. 13. … into a Better Run Business Mobile Processes Mobile Interactions Bank Distributor Customer Retailer Call Center Manufacturer Entire value chain connected in real-time Streamlined Immediate Improved Value chain supply chain decisions fulfillment visibility© 2012 SAP AG. All rights reserved. 13
  14. 14. …into a fully integrated value chain Mobile Processes Mobile Interactions Bank Internet Distributor Retailer Customer Manufacturer Call Center Entire ecosystem connected in real-time and powered by mobile processes Silos of information 360o view of Proactive & Customer torn down ecosystem predictive decisions intimacy© 2012 SAP AG. All rights reserved. 14
  15. 15. …and transform your entire ecosystem Partners Less time on the phone asking or waiting for service Less service time on the road Workforce Shareholders New products and services Reduced prices Funds freed up for investment Improved quality of life Community Consumers© 2012 SAP AG. All rights reserved. 15
  16. 16. Industry’s most complete portfolio of appsAnd rapidly growing • SAP BusinessObjects Explorer Mobile • SAP Business Objects Mobile BI • SAP Service Manager by Syclo • SAP RealSpend • SAP Sanctioned Party List • SAP GRC Access Approver • SAP Payment Approvals • SAP Strategy Management Management Merchandising• SAP mCommerce for Retail (planned) • SAP Precision Retailing• SAP mLoyalty (planned) • SAP mCommerce for Retail (planned)• SAP Precision retailing • SAP mLoyalty (planned) Connected Disconnected Customers Real-Time Marketing • SAP Retail Store Ops Associate (planned) • SAP Retail Store Ops Manager • SAP On-Shelf Availability • SAP EH&S Safety • SAP In-store Inventory Management Store Ops Logistics • SAP Service Manager by Syclo • SAP Order Status • SAP Rounds Manager by Syclo • SAP Learning Assistant • SAP Interview Assistant • SAP In-store Retail Suite (planned) Clientelling – Cycle counts – In-store MIM  SAP Human Resources mobile apps  SAP Finance mobile apps  SAP Procurement mobile apps © 2012 SAP AG. All rights reserved. 16
  17. 17. Building solutions around most important personas Mobile experience for consumers SAP Precision Retailing solution SAP Retail Mobile Commerce Platform Mobile experience for store associate Mobile experience for store manager Planned road map for 2012 Planned road map for 2012:  SAP On-Shelf Availability mobile app, option for  SAP On-Shelf Availability mobile app, option for associate manager  SAP Retail Store Ops Associate mobile app  SAP Retail Store Ops Manager mobile app  SAP Point-of-Sale, mobile version© 2012 SAP AG. All rights reserved. 17
  18. 18. In-Store merchandising deployment options SAP Merchandising for Retail Business Logic for In- POS DM on HANA Store Merchandising SAP Mobile PlatformHead online online online online offlineOffice onlineStore Mobile In-Store Retail Store Ops In-Store MIM Associate (November Retail Store Ops On-Shelf AvailabilityInventory Management (EHP4&5) 2012) Manager (Available) (Early Adoption in Q3) (EHP2) © 2012 SAP AG. All rights reserved. 18
  19. 19. Empowering customersSAP Precision RetailingKeep the store manager out on the sales floorBusiness Value SAP’s industry leading mobile app for Precision marketing Enhance consumer value, shopping experience, satisfaction and loyalty - save money/time, get the right product Increase store traffic / basket size / conversion / wallet shareUses Cases Generate store traffic with 1:1 personalization at the point-of-decision Understand consumer shopping context – Who, Where what and when Interpret consumer behavior by combining profile and buying preferences with their current shopping context Deployed in the cloud, and powered by SAP’s industry Send targeted offers, product info and leading mobile app for crunching big data, using SAP Hana personalized recommendationsSAP insights and referencesThis will help to convey our messaging to ourcustomers.US based retailer© 2012 SAP AG. All rights reserved. 19
  20. 20. Empowering store associatesSAP Retail Store Ops AssociateIncrease store sales and improve customer service by fingertip access to informationBusiness Value SAP’s industry leading mobile app for looking up products and help customers with product information Increase productivity and customer satisfaction Reduce lost sales Optimize inventory accuracy and replenishmentUses Cases In-Store product lookup to answer any customer question Perform in-store markdowns Make on-shelf inventory corrections and transfer products Perform ad-hoc inventory countsSAP is mowing in the right direction.US based Retailer© 2012 SAP AG. All rights reserved. 20
  21. 21. Empowering store associates and Store ManagersSAP On-Shelf AvailabilityKeep shelves stocked and baskets fullBusiness Value SAP’s industry leading mobile app for analyzing on-shelf availability and preventing shortages Detect on-shelf availability situations and take action Optimize on-shelf availability and resource deploymentUses Cases Provide historic and real-time analyses based on POS data Analyze on-shelf availability (slow v. fast movers, consumption peaks, etc.) Check in real-time for on-shelf availability of promotional and non-promotional products View real-time perpetual store inventory levels Powered by SAP’s industry leading mobile app for crunching big data using SAP POS DM on HANAThis is an innovative solution and takes the classical approach to the next level.US based Retailer © 2012 SAP AG. All rights reserved. 21
  22. 22. Empowering store managersSAP Retail Store Ops ManagerKeep the store manager out on the sales floorBusiness Value SAP’s leading mobile app for monitoring the store Enables managers to spend more time on the performance from the sales floor floor with customers and associates to improve customer satisfaction and workforce productivity Help managers to monitor store performance and meet planned revenueUses Cases• Real-time access to the most relevant store performance KPIs - gross/net/weekly sales, sales v. plan, etc.• Monitor store performance while walking on the sales floors Powered by SAP’s industry leading mobile app for crunching big data using SAP POS DM on HANAThis is will definite help our store managers.US based Retailer© 2012 SAP AG. All rights reserved. 22
  23. 23. Empowering store associatesSAP Mobile In-Store Inventory ManagementKeeps your shelves stocked and inventory movingBusiness Value SAP’s industry leading mobile app for managing inventory in retail stores Keep your inventory moving Ensure product is available when needed Adjust inventory for theft and shrinkage reasonsUses Cases Provide customer service with real time and accurate inventory lookup Perform cycle counts Receive, transfer, and adjust inventoriesSAP insights and referencesC….© 2012 SAP AG. All rights reserved. 23
  24. 24. Empowering customersSAP Retail Mobile Store Operations suite (planned)Transform the way we do business with customersBusiness Value SAP’s industry leading mobile app for transforming the Increase productivity by providing customer experience and improving service delivery comprehensive mobile functions and empower store associate with knowledge to support customer and to drive sales and customer satisfaction Improve individual employee and store operations efficiency Effective inventory management.Uses Cases In-Store merchandising Clientelling Integrate with SAP ERP, CRM, POS, SPR or leverage the platform to integrate with non-SAP back ends © 2012 SAP AG. All rights reserved. 24
  25. 25. Empowering executives and store managersSAP BusinessObjects Explorer / Mobile BITransform the way we make decisionsBusiness Value SAP’s industry leading mobile analytics platform for executives, field workers and customers alike Utilize trend and threshold analyses to reduce stock-outs, obsolescence, lots sales View supplier analyses to negotiate and reduce cost of goods and improve on-shelf availability Leverage sales analyses to identify promotional opportunities to increase store trafficUses Cases Predictive analyses versus outdate reactive reports Generate and view intelligent analytics on the go Access and view “big” data in real time View partner and supplier analyses Generate real-time data-intensive mobile analytics powered View store and workforce performance analyses by SAP HANA and SAP enterprise mobility View customer analyses© 2012 SAP AG. All rights reserved. 25
  26. 26. Empowering customersSAP Retail Mobile Commerce Suite (planned)Transform the way we do business with customers SAP’s industry leading mobile app for transforming theBusiness Value customer experience and improving service delivery Acquire and engage customers Expand relationships Create loyalty Reduce cost of servicing customersUses Cases Easy-to-use mobile transaction channel Uniform multi-channel experience Account management, loyalty & rewards Personalized product recommendations, coupons, offers and promotions Product catalog, shopping cart and buying experience mWallet and mPayment (including pay at POS) Integrate with SAP ERP, CRM, POS, SPR or leverage the Post-sales service platform to integrate with non-SAP back endsSAP insights and referencesC…© 2012 SAP AG. All rights reserved. 26
  27. 27. What customers and analysts say
  28. 28. End-to-end solution from SAP Employees Customers Partners Support for All Popular Devices SAP Store - Mobile Apps Instant Mobilization Consulting LoB/Industry Apps Customer/Partner Apps Analytics Apps SAP Mobile Platform Presentation Frameworks Full-Service Application Services Afaria PlatformManaged Mobility Foundation Services Backend agnostic RDS SAP DBs 3rd Party Solutions Sybase 365© 2012 SAP AG. All rights reserved. 28
  29. 29. Analysts on SAP mobile solutions Mobility Report “Mobile Device Management is Dead. Long Live Enterprise Mobile Management” Winners Losers SAP IBM Antenna Oracle Boxtone RIM Magic Quadrant for Mobile Application Development Platforms MDM is Dead – Long Live EMM! Authors: Bill Clark, Ian Finley, Song Chuang Author: Chris Marsh | Co-Authors: Eugene Signorini Gartner, 26 April 2012 ID:G00230529 Yankee Group, June 2012© 2012 SAP AG. All rights reserved. 29
  30. 30. SAP has delivered value to retail© 2012 SAP AG. All rights reserved. 30
  31. 31. SAP mobile value proposition for retailersVirtualize, accelerate and transform 1 2 3 4 5Virtualize Accelerate your Transform the way Solid roadmap of Backed by scaleyour workforce, decisions you do business, and enhancements of SAP and partnercustomers, partners and responses thus your ecosystem Ecosystem The workforce is  Respond instantly  Reduce the cost of  Most complete  Scale to a highly no longer tethered to changing market doing business mobile solution in distributed or confined conditions the industry infrastructure and  Tear down silos of Customer and  Access real-time information  Easily configurable customer base partner touches performance packaged apps for  An SAP strategic  Develop a 360o are continual and indicators miners pillar view of ecosystem interactive  Get product and  BYOD and app  Largest development  Make proactive Employees spend customer info store support for effort in the industry and predictive more time on the anytime, anywhere non-mine workers decisions  Broadest range of floor working with  Streamline order  Transformative supported devices – customers  Develop customer fulfillment and solutions for intimacy  With Syclo, SAP is returns processing leadership proven leader in  Personalize real-  Deliver in-home mobilizing core time location service faster and business processes based offers better Click here to download… Mobile Innovation: Thinking Beyond the App © 2012 SAP AG. All rights reserved. 31
  32. 32. How can SAP work with you? Like to learn more about a specific solution?  . . . we can schedule a focused deep dive In the process of formulating your mobility strategy?  . . . we can assist you in the creation of a prioritized mobility roadmap and strategy Need a robust business impact analysis for your mobility investments?  . . . we can work with you to leverage our benchmarking and value engineering capabilities Have an idea for a potential mobility solution?  . . . we can help refine the use cases and potentially explore creation of a prototype© 2012 SAP AG. All rights reserved. 32
  33. 33. Thank You!Contact information:F name MI. L nameTitleAddressPhone number