Evolution in retail solutions including ref. cases

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  • Retail is changing. Traditional models are coexisting with new formats of retailWhat is the attractiveness of the new retails models? What are actual priorities for retailers? The forced environment of retailers are based on:Productivity in store, efficiency and costs reduction Customer proximity, quality of service and information and the need to make the sore experience exiting again  What are the most attractive technological solutions to digitize store point and to satisfy a double imperative : store efficiency and customer experienceAnother topical issue: Customer information. What is the use of this Customer information?And lastly, what is the role of technologies for help the store’s transformation facing e-commerce’s rapid growth ?
  • Presentation is based on quantitative results enlighten qualitative statement  We can stop for a moment on the structure of the sample and its representativeness in terms of geography/ Sector / Function / decision-making authorityIn terms of geography, 4 countries are present : France / Germany / United Kingdom / ItalyIn terms of sector : food and non-food. Representative sizes of the sector with 28% over 1000m² In terms of function: More than half of interviewees are directors or department managers ; and 35% CEOIn terms of decision-making authority : Although about half of interviewees are decision-making author and 35% are General Manager.But this it is not an IT survey. The survey was conducted among management and in the majority of European retailers.
  • First trend: Store is the main hub, the heart in the multichannel area. It’s the identity of stores, the anchorage point with the reality.Nobody is considering the end of the storeChanges induced by the web, mobile and social networks are increasing the quality standardsThe second trend accompanies digitized relationship Retailers’ challenges: Sell more and sell betterThe crisis increase the needs to be very active on terms of commercial initiatives and promotionRetailers have to re-orient the operation of the store around the customer in a technological context of inflation information and optimization of communication 3rd trend:The desire of main actors to combine customer experience and store efficiency to increase the store value.With as a background:Margin and operating account to ensure the store‘s development Align on-line and in-store4th trend: The control of the customers’ information as effectiveness and performance driverWith data, and that is the 5th tendency, multichannel interactions will be the norm. And gradually, physical networks will adapt to these norms.5th TrendRetailers combine physical store’s proximity and digitalAs if, the re-enchantment of experience in-store must be at the level of on-line experience With more services and mobility for a customer more informed and more advised The store is described like a hub in a multichannel area. Stores had started the transformation of their distribution format and their trade policy to transform store in a place: of serviceof eventsof discoveryof experiencesA pick-up point
  • Physical stores are subject to social and economic constraints.  To answer to these challenges, retailers are evolving their trade policy. The distribution network will play a different role for each step of the evolution of the sector.  With the rapid growth of the on-line shopping and the evolution of consummation, retailers should pay attentionto the store traffic to keep theirs attractiveness to adapt and reformat their distribution network. In what way ?
  • 58% of managers think that the value of the store can increased provided that they are jointly interested in customer experience and store efficiency. Only 18% of respondents believe it should only be interested in the customer experience and 17% focus only on the effectiveness of store
  • There is no single model. Situations differ according to country, sectors, type of store and growth model.  Retailers attribute less value to the customer experience solutions as efficiency solutions.  This is a project to conduct.
  • Another main challenge: the customer information.  The digital information battle is just starting. With mass data analysis and the increasing of theirs quality on several occasion on multichannelthere is a need for a unification of customer information
  • Customer information and integration of data is a real step in the evolution towards customer experience solutions to re-enchant the customer relationship. Too much information are captured but not used. And too little come from all the channels. And the reality is still storage of information.
  • The future will be resolutely multichannel. And technologies will help the multi-distribution.  The complementarity of channels tends to increase the global attractiveness of store. And the optimization of the customer experience with : More informationMore servicesMore enjoyment for customer
  • Multichannel will define the future off the store: Multichannel integrationMultichannel interactionIteration between physical stores and other channels To combine customer experience and store efficiency
  • I am conscious I am talking with a past master in trend observation so I hesitate to boil it all down to two factors but – to keep thins simple – that is what we doTwo trends we think drive our client’s thinking and in turn our positioning and value proposition in retail:cost reduction/efficiencydifferentiating the customer experienceSupport for this recently in discussions with Metro Group – seeking PoS standardization and innovative apps to load on to PoS to enhance the differentiated experience.This drives our thinking…and our overall value proposition today…and for the future
  • Evolution in retail solutions including ref. cases

    1. 1. Fujitsu Pan- European Survey 2013 Nicolas Sautier Fujitsu
    2. 2. 1INTERNAL USE ONLYINTERNAL USE ONLY Copyright 2013 FUJITSU Fujitsu Pan-European Survey 2013 The store in a Multi-Channel Environment - Store efficiency or customer experience ? Nicolas SAUTIER Head of Marketing Business & Applications Services Fujitsu CEMEA&I
    3. 3. 2INTERNAL USE ONLYINTERNAL USE ONLY Context  “…we stabilized our business, reconnected with our customers and created a platform for future growth”  Cathy Cheely, Director Strategy and Innovation for Food Lion, Delhaize Group Annual Report Mars 2013  Previous to the repositioning work, Food  We would love to open Amazon retail stores  Jeff Bezos, CEO Amazon, CNET Nov. 2012  « Lidl will stop "hard discount" in France »  Friedrich Fuchs, Lidl France General Manager, Le Monde AFP Oct. 2012  «the future of Tesco in the UK was being a leading multi-channel retailer.. »  Philip Clarke, CEO Tesco, les Echos Avril 2013 Copyright 2013 FUJITSU
    4. 4. 3INTERNAL USE ONLYINTERNAL USE ONLY Content 1. About the Survey 2. The 5 main themes 3. Fujitsu Point of View 4. Q&A’s Copyright 2013 FUJITSU
    5. 5. 4INTERNAL USE ONLYINTERNAL USE ONLY Survey Perimeter  Main Topic Future of the Store in a multi-channel Environment : How to turn today’s challenges into tomorrow’s successes through improvement of Store efficiency and customer experience?  Method and timeline  Retail Survey Phase1: Qualitative - 20 interviewees in face to face and over the phone September /November 2012  Retail Survey Phase1: Quantitative - 161 interviewee from January /February 2013 What is your vision about the future of the stores in your company ? What are challenges of the stores ? Store efficiency or customer experience ? How do you value technologies to support Store Efficiency or Customer Experience ? What about your customer datas across systems and organisation ? Which technologies do you want to use in the future ? Copyright 2013 FUJITSU
    6. 6. 5INTERNAL USE ONLYINTERNAL USE ONLY Sample : Type of Store and Countries 10% 10% 10% 18% 52% Other Food - More than 1000 m² Food - From 0 to 1000 m² Non food - More than 1000 m² Non food - Between 0 to 1000 m² Fujitsu International Retail Survey 2013 – N=161 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Face to Face (N=20)** Questionnaire (N=161)** Others* Italy Germany *Others : Portugal, Belgium, Netherlands, UAE ** : Multiple countries covered by HQ representatives Type of Store Nationality of Respondent Others* Italy Germany UK France Copyright 2013 FUJITSU
    7. 7. 6INTERNAL USE ONLYINTERNAL USE ONLY Sample : category of interviewees Fujitsu International Retail Survey 2013 – N=161 19% 29% 52% Other Chairman of the Board / Vice President / Managing Director/… Head of Division / Head of Department / Area Manager /… Position 48% 58% Mainly IT decisions Mainly financial decisions Authority and commercial decision 13% 9% 13% 27% 35% Other Finance & Purchase IT Sales & Mkt General management Function Copyright 2013 FUJITSU
    8. 8. 7INTERNAL USE ONLYINTERNAL USE ONLY Main Insights Store priorities – driving sales and managing peopleStore Challenges Store customer knowledge data needs to be integrated into a single view of the customerCustomer Datas Store operators are seeking a blend of experience and efficiency Customer Experience Store Efficiency Store technology projects are delivering multi-channel solutions – the store is not alone anymore Store Technologies Stores will be the hub for the retailer’s engagement with the ‘connected’ customerMulti-ChannelFuture of Stores Copyright 2013 FUJITSU
    9. 9. 8INTERNAL USE ONLYINTERNAL USE ONLY Stores will be the hub for the retailer’s engagement with the ‘connected’ customer Copyright 2013 FUJITSU
    10. 10. 9INTERNAL USE ONLYINTERNAL USE ONLY Stores will be the hub for the retailer’s engagement with the ‘connected’ customer . Copyright 2013 FUJITSU “It's the 'central hub' of every activity” “Combining proximity and digital” “To make the web work better with the stores and the stores better with the web” “The store must be a customer experience, something pleasant where the products are highlighted"
    11. 11. 10INTERNAL USE ONLYINTERNAL USE ONLY The importance of stores has been rising 10 extremely Important 1 totally no important 9% 13% 14% 16% 16% 16% 5%9% 0% 20% 40% 60% 80% 100% Europe 6,5 5,6 7,4 6,8 5,4 Country Food > 1000m² Non food > 1000m² 6,3 7,0 Store typeGlobal Fujitsu International Retail Survey 2013 – N=161 How has the importance of the concept of "store“ changed during the last three years?
    12. 12. 11INTERNAL USE ONLYINTERNAL USE ONLY 86% of respondents defined stores as a place for service 58% 67% 76% 81% 86% A pick-up point A place of events, discovery and experiences Exposure to the brand A shopping point A place for service Store type Food > 1000m² Non food > 1000m² 47% 75% 51% 69% Fujitsu International Retail Survey 2013 – N=161 Thinking about the role “store”, to what extent do you agree or disagree regarding the following statements? The store is ...
    13. 13. 12INTERNAL USE ONLYINTERNAL USE ONLY mean is > 0,3 higher compared to Global mean is  0,3 lower compared to Global Global Food > 1000m² Non food > 1000m² d supermarket 6,8 6,7 6,5 7,8 5,8 7,9 6,5 ban model 6,9 6,9 7,2 7,1 6 7,0 7,1 collect 6,1 5,5 6,8 5,5 6,3 6,9 5,6 e 5,6 5 6,2 5,8 5,4 6,3 4,9 opping 7,2 8,1 7,3 6,8 6,5 7,6 7,2 The attractiveness of the online shopping today … Fujitsu International Retail Survey 2013 – N=161 How do you rate the attractiveness of the following distribution model? Hypermarket and supermarket 6,8 6,7 6,5 7,8 5,8 7,9 City-centre urban model 6,9 6,9 7,2 7,1 6 7,0 Click and collect 6,1 5,5 6,8 5,5 6,3 6,9 Drive 5,6 5 6,2 5,8 5,4 6,3 Online shopping 7,2 8,1 7,3 6,8 6,5 7,6
    14. 14. 13INTERNAL USE ONLYINTERNAL USE ONLY … and in the future mean is > 0,3 higher compared to Global mean is  0,3 lower compared to Global d supermarket 5,8 5,6 5,8 6,9 4,4 7,3 4,8 rban model 6,5 6,4 6,8 6,7 5,6 6,9 6,1 collect 6,3 5,8 7,2 5,9 5,9 6,0 5,3 ve 5,6 4,9 6,3 5,5 5,5 6,9 4,5 hopping 7,8 8,5 8,2 7,3 7,3 6,9 7,4 Global Food > 1000m² Non food > 1000m² Fujitsu International Retail Survey 2013 – N=161 How do you rate the importance of the following distribution models for the future of your business? Hypermarket and supermarket 5,8 5,6 5,8 6,9 4,4 7,3 4,8 City-centre urban model 6,5 6,4 6,8 6,7 5,6 6,9 6,1 Click and collect 6,3 5,8 7,2 5,9 5,9 6,0 5,3 Drive 5,6 4,9 6,3 5,5 5,5 6,9 4,5 Online shopping 7,8 8,5 8,2 7,3 7,3 6,9 7,4
    15. 15. 14INTERNAL USE ONLYINTERNAL USE ONLY Stores will be the hub for the retailer’s engagement with the ‘connected’ customer Copyright 2013 FUJITSU The store is still the fundamental shopping channel for retailers and their customers across Europe; however its role and operating model are changing rapidly to the meet the needs of the multi-channel shopper Service is becoming a key value add for the store –this includes both service efficiencies (like Click ‘n’ Collect) but also service experience (like product discovery and sales associate interaction); product is key but the store needs to provide a differentiating ‘wrapper’ to convert customers to buy (or price comparison will always win!) Stores are where the retailer can realise the ‘physical’ brand experience for the shopper to complement and be consistent with the ‘on line’ and ‘mobile’ brand experience – this is what multi- channel really means
    16. 16. 15INTERNAL USE ONLYINTERNAL USE ONLY Store priorities – driving sales and managing people Copyright 2013 FUJITSU
    17. 17. 16INTERNAL USE ONLYINTERNAL USE ONLY Store priorities – driving sales and managing people Copyright 2013 FUJITSU “The biggest challenge is improving sales while reducing costs” “Large volumes, lots of customers“ “The challenge is to optimise staffing while keeping a significant level of proximity to the customer"
    18. 18. 17INTERNAL USE ONLYINTERNAL USE ONLY The challenge for retailers: to sell more and to sell better mean is > 10% higher compared to Global mean is  10% lower compared to Global Sales 63% 42% 76% 64% 72% Human resources 43% 47% 57% 44% 19% Marketing 37% 47% 35% 44% 19% Supply Chain 28% 28% 33% 13% 31% IT 20% 14% 27% 23% 6% Global Fujitsu International Retail Survey 2013 – N=161 What are your main challenges in store?
    19. 19. 18INTERNAL USE ONLYINTERNAL USE ONLY Sales Increase the average sale per customer (62%) Selling new product and services (52%) Extend product availability & assortment beyond store inventory (44%) Human resources Keep significant level of proximity to the customer (52%) Employee motivation and creating brand ambassadors (49%) Training of employees on technologies and products (39%) Marketing Attracting and retaining new customers (73%) Develop customer profiles and increase customer loyalty (47%) Support consistent brand experience across multiple channels (39%) Supply Chain Reduce costs through optimization of stock management (69%) Ensure frequent / more accurate updates to stock (44%) Optimize transport costs (42%) IT Manage a customer over several channels (41%) Create a consistent IT infrastructure (41%) Develop an information system that is simple, responsive and efficient in line with SLA (38%) The challenge for retailers: to sell more and to sell better. Detailed analysis Fujitsu International Retail Survey 2013 – N=161 In your opinion what are the 3 key challenges?
    20. 20. 19INTERNAL USE ONLYINTERNAL USE ONLY Store priorities – driving sales and managing people Copyright 2013 FUJITSU Stores are under economic pressure – cost of space, people and inventory; Increasing sales per customer and increasing sales of new products and services remain core KPIs for the store and store operator Store associates are becoming more and not less important in delivering customer satisfaction, increased sales and operating profit for the retailer Store associates need to become ‘ambassadors for the brand’ in everything they do Store managers need to understand their customers inside and outside the store – access to multi-channel customer data is key so that stores and associates can build a closer relationship and drive more repeat visits and purchasing
    21. 21. 20INTERNAL USE ONLYINTERNAL USE ONLY Store operators are seeking a blend of experience and efficiency Copyright 2013 FUJITSU
    22. 22. 21INTERNAL USE ONLYINTERNAL USE ONLY Store operators are seeking a blend of experience and efficiency Copyright 2013 FUJITSU “The real challenge is to work on productivity without harming the customer experience” “We must find a balance between customer service and the cost of this service” “The real priority is to reintroduce proximity to the customers”
    23. 23. 22INTERNAL USE ONLYINTERNAL USE ONLY 15 store technologies around 4 main streams Online based services Hybrid shopping (Click and collect) Hybrid shopping (Drive) Back office integration ESL RFID Biometrics Personal Self Scanning Self check out Scan tunnel Kiosks Social clienteling Loss prevention tools Big data Mobile phone Copyright 2013 FUJITSU
    24. 24. 23INTERNAL USE ONLYINTERNAL USE ONLY A dynamic perspective of the market : some highly contrasted situations per country 100% CUSTOMERS EXPERIENCE 100% STORE EFFICIENCY LOWERVALUEFOR BUSINESS A : Back office integration B : Big data C : Biometrics D : ESL E : Hybrid shopping (Click and collect) F : Hybrid shopping (Drive) G : Kiosks H : Loss prevention tools I : Mobile Phones J : Online based services K : Personal Self Scanning L : RFID M : Scan Tunnel N : Self check out O : Social Clienteling C M L K N F D B E G Value is average or low and focused on customer experience Value is low and relating to efficiency A O H I J Value is genuine and focused on efficiency Fujitsu International Retail Survey 2013 – N=161 HIGHERVALUEFOR BUSINESS Copyright 2013 FUJITSU
    25. 25. 24INTERNAL USE ONLYINTERNAL USE ONLY 100% CUSTOMERS EXPERIENCE 100% STORE EFFICIENCY LOWERVALUEFOR BUSINESS HIGHERVALUEFOR BUSINESS A : Back office integration B : Big data C : Biometrics D : ESL E : Hybrid shopping (Click and collect) F : Hybrid shopping (Drive) G : Kiosks H : Loss prevention tools I : Mobile Phones J : Online based services K : Personal Self Scanning L : RFID M : Scan Tunnel N : Self check out O : Social Clienteling M L K N F D B E G The food sector > 1000 m2 : a driver for the development of technology solutions J H A O I C Fujitsu International Retail Survey 2013 – N=161 Copyright 2013 FUJITSU
    26. 26. 25INTERNAL USE ONLYINTERNAL USE ONLY The food sector > 1000 m2 : a driver for the development of technology solutions Fujitsu International Retail Survey 2013 – N=161 In your opinion, which of the following store technology solutions will deliver most value to your business? Copyright 2013 FUJITSU
    27. 27. 26INTERNAL USE ONLYINTERNAL USE ONLY The main hurdles in implementing new store technologies Fujitsu International Retail Survey 2013 – N=161 What is the main hurdle you face when implementing new store technologies? 29% 26% 19% 12% 9% Financial / ROI / TCO Staff / skill change management Customers acceptance Management / marketing / strategy Technology /projects Europe 29% 31% 18% 38% 22% 13% 20% 13% 8% 6% Non food < 300 m² Food > 1000 m² Copyright 2013 FUJITSU
    28. 28. 27INTERNAL USE ONLYINTERNAL USE ONLY Store operators are seeking a blend of experience and efficiency Copyright 2013 FUJITSU Store operators, in their deployment of merchandise, process, people and technology, want a blend of experience and efficiency outcomes –this may differ by sector, format and trading pattern One size does not fit all – technology service providers for example will need to tailor solutions according the specific needs of the retailer, their market and customer preferences Retailers across Europe generally perceive ‘experience’ solutions as lower value than ‘efficiency’ solutions
    29. 29. 28INTERNAL USE ONLYINTERNAL USE ONLY Store customer knowledge data needs to be integrated into a single view of the customer Copyright 2013 FUJITSU
    30. 30. 29INTERNAL USE ONLYINTERNAL USE ONLY Store customer knowledge data needs to be integrated into a single view of the customer Copyright 2013 FUJITSU “You need more information and that's where the digital battle is being fought: information and comparing information.”
    31. 31. 30INTERNAL USE ONLYINTERNAL USE ONLY Considerable potential in the project for customer information 1 Very low 4% 19% 31% 18% 14% 7% 3% 4% 0% 20% 40% 60% 80% 100% Europe 7,3 7,7 7,8 7,0 6,8 CountryGlobal 10 Very good Fujitsu International Retail Survey 2013 – N=161 How do you rate your customer knowledge?
    32. 32. 31INTERNAL USE ONLYINTERNAL USE ONLY Call centre 38% 19% Profile registration 20% 27% Loyalty card enrolments 30% 13% Online activities 19% 21% In-store information feedback 13% 20% Satisfaction survey 18% 14% Complaints 11% 20% Customer service 9% 17% Purchase 7% 21% About 20% of respondents capture information without using it Not captured Not used Captured but not used Non-food < 300m² : 29% 56 Fujitsu International Retail Survey 2013 – N=161 For which of the following activities do you capture and use customer specific buying information? 36
    33. 33. 32INTERNAL USE ONLYINTERNAL USE ONLY The data types integrated into the customer relation management system come from multiple sources Fujitsu International Retail Survey 2013 – N=161 Which of the following data types do you integrate in your CRM system as part of your business? 21% 17% 27% 14% 15% Store data Multi stores datas Store and online channel data Store, online channel and social network data None of above Europe Copyright 2013 FUJITSU
    34. 34. 33INTERNAL USE ONLYINTERNAL USE ONLY Store customer knowledge data needs to be integrated into a single view of the customer Copyright 2013 FUJITSU Retailers are reporting an increase in customer knowledge, reflecting the increase in on line, mobile and store ID interactions The need to integrate and derive actionable intelligence on customers across their shopping journey remains a key priority; however… 20% retailers are still capturing customer information without using it Only 14% retailers are integrating store, mobile and on line customer data
    35. 35. 34INTERNAL USE ONLYINTERNAL USE ONLY Store technology projects are delivering multi-channel solutions – the store is not alone anymore Copyright 2013 FUJITSU
    36. 36. 35INTERNAL USE ONLYINTERNAL USE ONLY Store technology projects are delivering multi- channel solutions – the store is not alone anymore Copyright 2013 FUJITSU “Manage the increasing complexity of the customer relationship including with the increase of the social networks” “More and more integration between physical networks and the Internet"
    37. 37. 36INTERNAL USE ONLYINTERNAL USE ONLY Technologies to revolutionize in-store purchasing 83% 75% 92% 79% 78% 75% 67% 90% 64% 69% 71% 53% 90% 67% 63% 71% 50% 80% 77% 72% 70% 69% 65% 72% 75% 65% 67% 71% 59% 56% 61% 42% 71% 69% 53% 58% 53% 59% 51% 69% Global Retailers will transform into service providers, moving beyond just selling merchandise Multichannel interaction will be the norm In-store shopping will become a more enjoyable experience Technology will be the key to allow the in-store purchase to be revolutionised Increase of in-store productivity will be a key driver for growth M-retailing will emerge to complement e- commerce The store will remain a majority source of revenue Store revenue as a percentage of retailer revenue will continue to decline Fujitsu International Retail Survey 2013 – N=161 Thinking ahead the next five years, do you agree/disagree with the following statements. How is your store concept developing ... Copyright 2013 FUJITSU
    38. 38. 37INTERNAL USE ONLYINTERNAL USE ONLY Priority versus value for business (Food > 1000m²) Lowerpriority Higherpriority Lower pecieved value for business Higher perceived value for business Copyright 2013 FUJITSU
    39. 39. 38INTERNAL USE ONLYINTERNAL USE ONLY Future mobile phone usage mean is > 0,3 higher compared to Global mean is  0,3 lower compared to Global Payment 6,4 7,0 6,7 6,8 4,7 6,4 6,4 Location based information 6,6 6,1 6,6 7,3 6,2 7,7 6,8 Customer localization 6,3 5,5 5,9 6,9 6,7 6,6 6,3 6,9 6,4 6,8 7,6 6,5 6,9 7,3 Scanning the items during/through personal self-scanning 5,7 5,8 5,8 6,8 3,6 7,5 5,8 Social network integration with topics like Promo, product information and shopping list Global Food > 1000m² Non food > 1000m² Fujitsu International Retail Survey 2013 – N=161 How is mobile phone use most likely to impact your store environment? Copyright 2013 FUJITSU
    40. 40. 39INTERNAL USE ONLYINTERNAL USE ONLY Store technology projects are delivering multi-channel solutions – the store is not alone anymore Copyright 2013 FUJITSU 75% of retailer respondents believe multi-channel is becoming the norm and not the exception – the store therefore needs to integrate into this shopper journey Retailers still separate technology solutions into enterprise and consumer (or BYOD); however retailers expect both to blend into one integrated set of solutions to support the customer or as Fujitsu call it ‘retailing without walls.’ Retailers are investing in the following technology solutions in order of priority: online and mobile-based service, click ‘n’ collect, social clienteling, self service, cross-channel integration and loss prevention tools
    41. 41. 40INTERNAL USE ONLYINTERNAL USE ONLY Road to transformation Copyright 2013 FUJITSU
    42. 42. 41INTERNAL USE ONLYINTERNAL USE ONLY Technos by Net Score value Podium/ Main hurdles Up to 300m² More than 1000m² 1st 2nd 3rd 1st 2nd 3rd Food Financial/ROI/TCO – Customers acceptance Staff / skill change management – Financial/ROI/TCO Non food Financial/ROI/TCO – Customers acceptance Staff / skill change management – Financial/ROI/TCO Road to transformation Online based services Hybrid shopping (Click and collect) Hybrid shopping (Drive) Back office integration ESL RFID Biometrics Personal Self Scanning Self check out Scan tunnel Kiosks Social clienteling Loss prevention tools Big data Mobile phone Copyright 2013 FUJITSU
    43. 43. 42INTERNAL USE ONLYINTERNAL USE ONLY Fujitsu Point of View Copyright 2013 FUJITSU
    44. 44. 43INTERNAL USE ONLYINTERNAL USE ONLY Fujitsu in Retail - Our answers  Lean and continuous improvement approach  Smart Sourcing and Retail as a Service to reduce OPEX  RBA : Sales & Mktg and Supply Chain modules Store Challenges  Retail Business Analytics / SAP Hana / CRM Cloud Applications  Multi Channel POS application to reduce datas silos  Data Center efficiency Customer Datas  Store efficiency and Customer experience Consulting  End to End portfolio  ROI approach for both IT Infrastructure and Business projects Customer Experience Store Efficiency  Multi Channel Approach with COMO  Self Serve Solutions (including Mobile phone components)  Innovation with 1,5 B$ in R&D every years Store Technologies  Shaping tomorrow with you  Expert of the Store since 30 yearsMulti-ChannelFuture of Stores
    45. 45. 44INTERNAL USE ONLYINTERNAL USE ONLY Delivering a differentiated customer experience Driving down costs, improving efficiencies Fujitsu in Retail – our point of view Copyright 2013 FUJITSU
    46. 46. 45INTERNAL USE ONLYINTERNAL USE ONLY Retail Fujitsu in Retail – what we offer Retail Solutions Self ServicePoS Mobile Scan & Pay Retail Services Digital Media (network distribution) Retail as a Service IT Application Services Enterprise IT including networks Retail Applications PoS Social/CRM Business Analytics (including Big Data) Cloud Solutions Store & Mobile Managed Services Copyright 2013 FUJITSU
    47. 47. 46INTERNAL USE ONLYINTERNAL USE ONLY Customers – who we work with Copyright 2013 FUJITSU
    48. 48. 47INTERNAL USE ONLYINTERNAL USE ONLY What makes us different… Copyright 2013 FUJITSU Retail Fujitsu's IP invested in retail products, software and services Enterprise IT Global Reach IT integration – front and back office, retailing in the cloud, third party partners Go with the customer – scale, service, delivery centers and partners Improved Store Efficiency and Differentiated Customer Experience The Retailer's IT Company
    49. 49. 48INTERNAL USE ONLYINTERNAL USE ONLY Thank you for listening! Copyright 2013 FUJITSU
    50. 50. 49INTERNAL USE ONLYINTERNAL USE ONLY

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