Omni-Channel Technical Briefing

1. OMNI-CHANNEL
DISCUSSION

2. GOALS
AND
PART 1

3. PART 1 - GOALS AND APPROACHES
GOAL
▸Your Objective: build a vision of target arch. of future
systems to deliver omnichannel customer experience
(including Supply Chain, CRM, etc.)
▸Integration with Supply Chain systems and ERP - on-
premise, more than one system
▸Easy to customise - for future dynamic omni-channel polices
and business requirement

4. PART 1 - GOALS AND APPROACHES
IMPLEMENTATION APPROACH AND
DESIGN HIGHLIGHTS
▸Agile Method
▸Collect requirement as user stories in product backlogs
▸Incremental delivery - build faster and brainstorm for new requirement.
▸Less is more - reduce risk
▸Visual Integration Flow Design
▸Provide tools to users for visual process design and integration
▸Internal Integration and External Orchestration
▸Flexible schema transformation
▸Monitoring and Logging
▸Ready for Big Data

5. SCENARI
O
PART 2

6. PART 2 - SCENARIO ANALYSIS
FINDINGS
▸Should maintain one distribution system for all channels - no
stock level discrepancy.
▸Latest Omni-channel solution should include OMS functions.
Any other reason why need to have separate OMS?
▸Need to integrate with different country ERP and WMS (may
or may not be Microsoft Dynamics AX or SAP)
▸Need to support wholesales channel (B2B - external
integration consideration)

7. PART 2 - SCENARIO ANALYSIS
OMNI-CHANNEL MARKETING CAN ANSWER
THE FOLLOWING QUESTIONS
▸WHAT does your customer prefer?
▸WHEN does your customer buy usually?
▸WHERE does your customer prefer to shop?
▸HOW is your customer likely to respond your campaign?
▸WHO influences your customer to shop?
▸WHOM can he influence?

8. PART 2 - SCENARIO ANALYSIS
OMNI-CHANNEL SOLUTION
▸Not just collect personal information
▸Know your customer’s preference
▸Email, Social Network, Video, Chatbot, Smart Home, etc.
▸Predictive Recommendation
▸Sell your customers online, offline or cross-channel
▸Personalise offer

9. PART 2 - SCENARIO ANALYSIS
RESULT OF OMNI-CHANNEL SALES AND
MARKETING
▸Increase Foot Traffic in store
▸Take advantage of cross selling and up selling
▸Get offer from mobile/web and pick up at store immediately (Click and Collect).
▸Sales staffs can help customer place home delivery order if out of stock in store
but have inventory nearby (Endless Aisle).
▸Empower sales staff with individual customer’s insight and preference and they
can amaze customers by getting exactly what customer wants
▸Provide buyers and external suppliers with accurate forecast for inventory level
and distribution worldwide.

10. OUR
RECOMME
NDATION
Part 3

11. PART 3 - OUR RECOMMENDATION
PROPOSED ARCHITECTURE

12. PART 3 - OUR RECOMMENDATION
OMNI-CHANNEL SOLUTION
▸All eCommerce and POS features
▸Support mobile, in-store, online payment options
▸In-store buying options (Click and Collect)
▸Resilient mobile-first POS solution
▸Across web, store, mobile, and social platform
▸Online “Buy” button
▸Endless aisle - using in-store kiosks to allow customers to order products which are no longer in stock or not sold
in the store
▸Easily manage and share product content, launch campaigns, refresh seasonal promotions, and run A/B tests —
all without technical support
▸Connecting consumers with the right offer at the right time using Active Merchandising, Predictive
Recommendations, and visual merchandising
▸Chatbot Integration - Alexa, Google Home, FB Messenger, Slack, etc.

13. PART 3 - OUR RECOMMENDATION
SALES AND MARKETING AUTOMATION
AND INTELLIGENCE
▸360° view and opportunities for deep analysis - case details,
loyalty points, offline purchase data, social media activity,
and more
▸AI - having your own customer data scientist to guide you
through your day. It learns from all your data, and delivers
predictions and recommendations based on your unique
business processes.

14. PART 3 - OUR RECOMMENDATION
INTEGRATION AND ORCHESTRATION
▸Ready-made plugins for SAP, Oracle, NetSuite Microsoft
Dynamics AX integration
▸API Platform Integration with Visual Process Design Tools
(optional) - e.g. Mulesoft and WSO2
▸Offline Batch Integration - Pentaho Data Integration or
Infomatica
▸Support Hybrid Cloud
▸Ready for Big Data Integration