Delivering Real-Time Business Value for Retail

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This deck is a SoH Executive positioning document in 3 parts for Retail

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Delivering Real-Time Business Value for Retail

  1. 1. Delivering Real-Time Business Value for Retail SAP Business Suite Powered by SAP HANA July 2013 Public
  2. 2. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 2Public The real-time opportunity Increasing consumer access to information and choice has transferred power from the merchant to the customer. Customers expect to interact with retailers across multiple channels with increasingly shorter response times. The result is that retailers need to:  Transform the business with unified and simplified processes  Create a personalized experience  Create a seamless customer experience across channels
  3. 3. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 3Public Toward a customer-driven enterprise Redefined customer interaction • Put the customer at the center of all processes • Increase the number of customer touch points • Engage with customers at every stage of the path to purchase with personalized interactions New level of real-time customer data • Deliver real-time personalized offers to consumers via any channel • Achieve agility and speed in campaigns and promotions • Use customer data as the heart of merchandise, assortment, promotion, and demand planning Global, channel- agnostic supply chain • Use inventory efficiently across all channels and regions • Create new levels of interaction with suppliers to reduce costs throughout the supply chain • Allow consumers to easily cross channels to order and receive products whenever and wherever they want
  4. 4. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 4Public SAP Business Suite powered by SAP HANA The next-generation business platform Real-time business In-memory Business transactions Digital connections Collaborative business CloudSocial Big DataMobile One platform bringing it all together Advanced analytics
  5. 5. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 5Public Industry value map for retail Retail without boundaries Technology Solutions Unified Customer Experience Real-Time Customer Insight and Personalization Superior Web and Social Experience Store Excellence Analytics Consumer Experience Enterprise Mobility SAP HANA Platform Customer-Centric Merchandising Customer-Driven Supply Chain Real-Time Customer and Supply Chain Analytics Integrated Demand and Replenishment Planning Optimized Logistics and Fulfillment Execution People and Talent Core Human Resources and Payroll Talent Management Workforce Planning and Analytics Finance Financial Performance Management Accounting and Financial Close Collaborative Finance Operations Enterprise Risk and Compliance Management IT Management Application Lifecycle Management IT Infrastructure Management IT Service Management IT Strategy and Governance Application Development and Integration Data Management Time and Attendance Management Treasury and Financial Risk Management IT Portfolio and Project Management Real-Time Customer Insight and Predictive Analytics Optimized Merchandise and Assortment Planning Marketing, Campaign and Promotion Planning Perfect Price and Promotion Execution Collaborative Sourcing, Buying and Manufacturing Vendor Discovery and Lifecycle Management Sourcing and Buying Excellence Private Label Development and Manufacturing Collaborative Business Networks Empowered Mobile Consumer Real Estate Lifecycle Management Indirect Procurement
  6. 6. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 6Public Industry value map for retail Retail without boundaries Technology Solutions Unified Customer Experience Real-Time Customer Insight and Personalization Superior Web and Social Experience Store Excellence Analytics Consumer Experience Enterprise Mobility SAP HANA Platform Customer-Centric Merchandising Customer-Driven Supply Chain Real-Time Customer and Supply Chain Analytics Integrated Demand and Replenishment Planning Optimized Logistics and Fulfillment Execution People and Talent Core Human Resources and Payroll Talent Management Workforce Planning and Analytics Finance Financial Performance Management Accounting and Financial Close Collaborative Finance Operations Enterprise Risk and Compliance Management IT Management Application Lifecycle Management IT Infrastructure Management IT Service Management IT Strategy and Governance Application Development and Integration Data Management Time and Attendance Management Treasury and Financial Risk Management IT Portfolio and Project Management Real-Time Customer Insight and Predictive Analytics Optimized Merchandise and Assortment Planning Marketing, Campaign and Promotion Planning Perfect Price and Promotion Execution Collaborative Sourcing, Buying and Manufacturing Vendor Discovery and Lifecycle Management Sourcing and Buying Excellence Private Label Development and Manufacturing Collaborative Business Networks Empowered Mobile Consumer Real Estate Lifecycle Management Indirect Procurement 7 8 1 2 3 4 6 5 Highest real-time business value for retail
  7. 7. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 7Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Real-time customer insight and predictive analytics Business value of customer analysis and segmentation  Customer data is fragmented and difficult to access.  Users do not have easy access to the metrics that they need.  Customer and sales information is Big Data, which is difficult to process in real time in order to make business decisions such as segmentation and targeted promotions.  Customer segments are not generated based on tastes or preferences.  Traditional data mining reports are difficult to understand and utilize.  Ability to flexibly perform segmentation on any object represented by an SAP HANA database view  Ready-to-use content and data models  Fast response times and instant display of result set counts and target list generation on Big Data sets  Communication management and load balancing • Creation of customer segments based on insights into customer attributes and demand patterns • Ability to visually mine and analyze data via interactive charts Minimize data fragmentation and manual processes Increase Improve speed and performance by 98% understanding of customer needs and preferences With SAP Business Suite on SAP HANA
  8. 8. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 8Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Optimized merchandise and assortment planning Business value of merchandise, financial, and assortment planning  It’s difficult to get products to the customer in time to generate new sales in a highly competitive environment.  There is insufficient planning at the store level to accurately match customer demand and shopping habits.  Different sources of information and metrics deliver complicated, disparate planning processes.  Integrated plan delivering aligned and targeted product assortments across channels  Real-time insight by product and selling location to improve customer service levels (in-stock percentage)  One unified view of customer demand across all selling channels  Real-time visibility into trends, customer demand, and profitability measures to lift effectiveness of merchandise departments  One centralized repository allowing immediate reconciliation of financial, merchandise and assortment plans  Fine-tune category mix and pricing for local needs to increase sales and profitability Improve inventory turn by 25 basis points Decrease Improve markdowns taken by 10−15% gross margin by 25 basis points With SAP Business Suite on SAP HANA
  9. 9. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 9Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Marketing, campaign, and promotion planning Business value of marketing planning and campaign management With SAP Business Suite on SAP HANA  Market opportunities are missed due to lack of visibility and inefficient processes.  There is an explosion of data, driven by new levels of connectivity of consumers via mobile devices and social networks.  Data is in disparate data sources, which prevents true 360-degree view of the customer.  Agile marketing to respond faster to changing market dynamics and opportunities  New analytical, data mining capabilities on Big Data (social media, predictive)  Near real-time monitoring and reporting on marketing performance  One central place for collecting all customer data, leading to 360-degree view of customers in real time  Precision marketing to personalize every interaction with the customer Improve Optimize Increase profitability by 0.5% return on marketing investments by 15% customer satisfaction by 40%
  10. 10. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 10Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Marketing, campaign, and promotion planning Business value of integrated promotion management  It’s difficult to understand customer demand patterns and design profitable and attractive promotions.  Retailers must quickly respond to competitive threats and dynamic customer preferences.  Promotions are too generalized and do not appeal to specific customer tastes and needs.  Manual processes and disconnected data require long lead times and involve rigid planning processes.  Tailored promotional offers based on science-based predictive analysis  Fast, real-time analysis of promotion performance  Access to customer information, sales trends, and demand variations to design and execute targeted promotions  Single version of the truth for promotion planning and execution  Increased efficiencies, shorter lead times, and fewer errors Improve profitability by 25% Increase Reduce basket size by 15% planning timelines by 30% With SAP Business Suite on SAP HANA
  11. 11. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 11Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Superior Web and social experience Business value of customer service with interaction center  To successfully resolve customer issues, companies must be able to quickly locate the right experts or resources within the organization, whether those experts reside inside the contact center or elsewhere.  Managers and supervisors lack actionable reporting and visibility into the workload of their teams.  High volume of customer records and interactions results in increased search times and greater difficulty locating specific customer records.  With the new agent in-box based on the SAP HANA platform, users can more easily search for relevant experts – whether on their own team or elsewhere in the organization – and dispatch/escalate issues to the best-suited employee roles.  A new interactive work distribution dashboard provides supervisors with actionable insights into the workload of their teams and employees.  Searches in the interaction center are significantly faster, including account searches, interaction history, and the customer fact sheet. Decrease average handling time Improve Reduce service-level agreement (SLA) compliance service cost With SAP Business Suite on SAP HANA
  12. 12. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 12Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Store excellence Business value for real-time store operations  There’s no efficient way to detect on- shelf availability situations and take corrective actions – leading to loss of sales and unhappy customers.  Store managers don’t have full visibility of store performance and can’t take corrective actions quickly.  Productivity is limited due to lack of access to related and timely information.  Detection of on-shelf availability issues in real time  Optimization of on-shelf availability and resource deployment  Increased customer satisfaction  Real-time access to most relevant key performance indicators (KPIs) for store performance: gross/net/weekly sales, sales vs. plan, and so on, to monitor store performance and meet planned revenue  Increased productivity of store associates and store managers by providing them access to real-time information whenever und wherever they need it Increase customer satisfaction Optimize Increase on-shelf availability and store performance productivity With SAP Business Suite on SAP HANA
  13. 13. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 13Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Financial performance management Business value for profitability and cost analysis With SAP Business Suite on SAP HANA  Data latencies and processes delays impact the ability to react to issues and opportunities.  Lack of data depth and user self- service affect internal decision making.  Processes take a long time to run.  Data queries are time-intensive.  Data analysis is mostly manual.  Substantial amount of effort does not directly add value.  Resource efficiency and effectiveness is suboptimal.  Timely execution of critical business processes that supports decision making and increases the ability to swiftly act (insight-to-action) in dynamic market environments  Critical transactions and calculations that run quickly  Instant response times on queries  Prebuilt analytics that automate the data analysis process  Leaner processes from data capture through data analysis  Increased productivity through process-optimized analytics and mobile support Improve Reduce Minimize cycle times and manual effort by 75% operating costs service-level performance
  14. 14. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 14Public Today KPI improvements are high-level estimates and will have to be validated for each customer situation. Accounting and financial close Business value for entity close Minimize time to close the entities’ books Reduce Enhance cost of finance compliance and accuracy With SAP Business Suite on SAP HANA  Processes take a long time to run.  Reconciliations are time-intensive.  There is limited time for analysis.  Inefficiencies are created due to manual processes and low automation.  Missing financial excellence results in higher cost of equity at the capital markets.  It’s difficult to support parallel financial reporting standards on a global basis and in simulation of scenarios.  More time for analysis, less overtime, and earlier publishing of financial results through faster period-end processes and better reconciliations  Increased efficiency through smarter reconciliations and reporting, reducing operating costs and improving stakeholder satisfaction  Real-time analytics down to the lowest level of detail – delivering quality at source, transparency, and process efficiencies
  15. 15. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 15Public Customer case: global retailers Summary of validated scenarios Feasibility BusinessvalueLowHigh Low High Value-driven product innovation (0.1% of revenue) Account and trade promotion optimization (0.5% of revenue) 360-degree customer insight (0.5% of revenue) Real-time inventory visibility (0.1% of revenue) Supply chain orchestration (2.6% of revenue ) Merchandising assortment planning (0.4% of revenue) SAP HANA use cases mapped to industry value map end-to-end solutions Phase – deployment road map Legend SAP Business Suite on SAP HANA Applications powered by SAP HANA SAP HANA platform SAP HANA Platform: customer-specific SAP HANA products: SAP NetWeaver BW on SAP HANA, high-performance applications (HPAs), apps powered by SAP HANA SAP Business Suite on SAP HANA Scenario (business value) 1 Short term Planning: account and trade promotion optimization, real-time planning analytics Sales: 360-degree customer insight with SAP HANA as multichannel data repository 2 Medium term Product development: value-driven product innovation 3 In evaluation Planning: customer-centric merchandising (increase efficiency of marketing campaigns and promotions, lower days in inventory) Other functions – to be determined in future discovery workshops
  16. 16. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 16Public Customer case: global retailers Summary of validated scenarios -42.000 -10.000 147.069 147.069 13.733 -100.000 -50.000 0 50.000 100.000 150.000 200.000 2013 Phase 1 Phase 2 Costs SoH Applications Platform $ Annual revenue: US$10 billion Based on actual SAP customer engagements SAP HANA Platform: Anything built on the platform that is customer-specific – new business processes and business models SAP HANA products: SAP NetWeaver BW powered by SAP HANA; high-performance apps (HPAs); applications – mapped to inventory value map (IVM) end-to-end (E2E) solutions Currently available functionality (SP0, 1, 2) – 23 scenarios mapped to IVM E2E solutions, and planned functionality(all of the E2E solutions on the IVM are in scope) Annual benefits, SAP HANA platform Annual benefits, applications powered by SAP HANA Annual benefits, SAP Business Suite on SAP HANA: US$7.16 million Estimated deployment costs Total transition cost: US$5 million SAP HANA Platform SAP HANA products SAP Business Suite on SAP HANA SoH = SAP Business Suite on SAP HANA
  17. 17. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 17Public Next step Business scenario recommendation and value discovery workshop  SAP offers a proven methodology and approach to discover the customer-specific business improvement areas and quantify value potential.  We suggest such a workshop with your line-of-business and IT experts.  As starting point, we recommend a performance and usage analysis of your current system.
  18. 18. © 2013 SAP AG or an SAP affiliate company. All rights reserved. Thank you
  19. 19. © 2013 SAP AG or an SAP affiliate company. All rights reserved. Appendix with detailed customer cases
  20. 20. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 20Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. Fashion retailer – supply chain orchestration for retail chain Retail Business context and goals  The retailer is in a constant process of stock forecast and replenishment. Business challenges  Fast-growing company is facing problems with supply chain orchestration due to increased complexity, speed of changes, and data volumes. Due to the technological constraints, the retailer prepares sales analytics overnight, which does not satisfy business need. Process innovations  Interactive replenishment planning and tracking based on real-time sales and stock data Contribution of SAP HANA  SAP HANA is enabling the new approach to supply chain management through fast analysis of large volumes of fast-changing sales data. Value drivers/KPIs  Increase sales  Reduce lost sales  Improve inventory turnover Innovation scope SAP HANA platform (customer-specific) E2E solution Retail – integrated demand and replenishment planning Value potential 4 Feasibility 4 Low High 1 5 Low High 1 5
  21. 21. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 21Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. Home furnishings retailer – reduce time to market for new offerings Retail Innovation scope SAP Business Suite on SAP HANA (now and future) E2E solution Retail – marketing, campaign, and promotion planning Value potential 4 Feasibility 3 Low High 1 5 Low High 1 5 Business context and goals  Coordinate and tailor promotions around the world, reducing time of replication and increasing promotion effectiveness Business challenges  Need to analyze selling patterns and customer behavior around by geography, product, and line of business to increase promotion effectiveness and scale promotions globally Process innovations  Increased visibility into all trade-related processes to facilitate collaboration and allow reactive decisions Contribution of SAP HANA  Real-time expense data for accurate cost forecasting and promotion planning Value drivers/KPIs  Increase revenue  Reduce days in inventory
  22. 22. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 22Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. Home furnishings retailer – value-driven product innovation Retail Innovation scope SAP Business Suite on SAP HANA (now and future) E2E solution Retail – application development and innovation Value potential 3 Feasibility 2 Low High 1 5 Low High 1 5 Business context and goals  Develop new products and services based on value-driven investment decisions Business challenges  Long time from recognizing new customer needs and new trends to new product realization Process innovations  Develop innovative products and services to respond faster to customer inquiries, and coordinate resources across a project’s entire lifecycle, as well as across several business functions Contribution of SAP HANA  Manufacturers able to create a framework that can help them align product strategy and development, streamline development processes Value drivers/KPIs  Enable profitable growth
  23. 23. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 23Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. Fashion retailer – category management Retail Business context and goals  Optimize pricing and shelf space decisions; optimize pricing and shelf space for each SKU within category; provide analytical support for markdown optimization; optimize shop-floor layouts by store type and market; optimize promotions by store type and market; provide omni-channel view of customer to manage impact of spend shift to the Web Business challenges  Inability to optimize regular price and promo pricing with shelf space based on localized requirements Contribution of SAP HANA  Optimize pricing and shelf space decisions; optimize pricing and shelf space for each SKU within category; provide analytical support for markdown optimization; optimize shop-floor layouts by store type and market; optimize promotions by store type and market; provide omni-channel view of customer to manage impact of spend shift to the Web Value drivers/KPIs  Increase gross margin Innovation scope SAP HANA platform (customer-specific) E2E solution Retail – optimized merchandise and assortment planning Value potential 5 Feasibility 3 Low High 1 5 Low High 1 5
  24. 24. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 24Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. Fashion retailer – accelerated inventory reporting Retail Business context and goals  Inventory reporting/inventory extracts have a significant system overhead on the ERP system. In addition, from an end-user reporting perspective there are many time-outs and long-running jobs that impact users’ ability to perform their function. There is also significant use of SE16N against the MBEW table that causes performance issues as well as business risk. Business challenges  Despite current archiving initiatives, the database is continuing to grow as businesses (transactional data) and related master data components are added. As data volume increases, performance decreases. Improved analytics require the large volume of current and historical data. Process innovations  The retailer can benefit with SAP HANA for inventory reporting/extracts and can significantly reduce the impacts to overall batch schedule as well as provide users with better reporting options.  B52 reporting: Primary users are inventory control and sourcing teams.  Mode: This report is run in both the background and in the foreground. A large number of system time-outs occur when it runs in the foreground, especially around month-end. Contribution of SAP HANA Value drivers/KPIs  Key inventory financial reports availability faster by hours  Opportunity to improve significant excess inventories without affecting service levels  Daily “best estimate” of inventory position/costing to facilitate a move to a value-creation culture – across planners, buyers, and merchandising  Business user productivity  Key inventory financial reports availability faster by hours  Opportunity to improve significant excess inventories without affecting service levels  Daily “best estimate” of inventory position/costing to facilitate a move to a value-creation culture – across planners, buyers, and merchandising Innovation scope SAP Business Suite on SAP HANA (now and future) E2E solution Retail – real-time customer and supply chain analytics Value potential 2 Feasibility 5 Low High 1 5 Low High 1 5
  25. 25. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 25Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. Multinational retailer – real-time inventory visibility (multichannel) Retail Innovation scope SAP HANA products (HPAs, apps) E2E solution Retail – integrated demand and replenishment planning Value potential 4 Feasibility 4 Low High 1 5 Low High 1 5 Business context and goals  Real-time view of inventory is needed across multiple channels. Business challenges  Lack of real-time view of stock across the supply chain results in a different customer experience in different channels (stores, Internet, and so on), and also results in high stock cost (due, for example, to safety stock being maintained separately for different channels). Process innovations  SAP HANA would provide real-time cross-channel view of inventory across the customer's supply chain. This would help customer to minimize out-of-stock situations, reduce product markdowns, reduce safety stock inventory, reduce stock loss, and improve supply chain agility. Contribution of SAP HANA  SAP HANA would provide real-time cross-channel view of inventory across the customer's supply chain. Value drivers/KPIs  Reduce inventory  Reduce stock-outs  Increase promotional effectiveness
  26. 26. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 26Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. Electronics retail – shop clustering Retail Innovation scope SAP HANA products (HPAs, apps) E2E solution Retail – optimized merchandise and assortment planning Value potential 3 Feasibility 3 Low High 1 5 Low High 1 5 Business context and goals  Company manages assortment in 1,800 stores across the country and needs to forecast inventory level and plan replenishment. Business challenges  Suboptimal planning of assortment, resulting in high level of out-of-stocks Process innovations  Store clustering based on real-time analytics to allow active replenishment planning and tracking Contribution of SAP HANA  SAP NetWeaver Business Warehouse (SAP NetWeaver BW) application powered by SAP HANA for fast data access Value drivers/KPIs  Reduce out-of-stocks
  27. 27. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 27Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. Innovation scope SAP HANA platform (customer-specific) E2E solution Retail – financial performance management Value potential 5 Feasibility 3 Low High 1 5 Low High 1 5 Multinational retail – improve financial planning Retail Business context and goals Financial planning Plan at granular levels, run complex scenarios and allocations. Provide faster analysis on larger data volumes. Develop financial models based on detailed drivers vs. roll-ups. Provide timely and accurate actuals to support planning. Enable planning, forecasting based on real-time operational data combined with analytics. Manage expenses with operational and financial drivers in a much faster and more automated way with reduced cycle time. Enable other applications/business processes to leverage business planning and consolidation (BPC ) software. Business challenges Financial planning Business warehouse to BPC process is very “clunky” with significant and variable data load times (45 min. to 8 hours) every day. As company grows, uncertain how system will handle data. Risk with delayed data loads: if actuals aren’t loaded on time, team cannot research variances and inform the next forecast. No line of sight to understand the increase in costs today because inability to view granular level of details. Pre-aggregate article/site data into category before BPC load. Need to get to additional levels of detail. Examples include: Expense management: finance relies on data to drive decisions; if not available, then forecast is overestimated with “cushion.” Headcount, indirect spend, project systems, and real estate expense management cannot be proactive without granular insight into data and ability to do detailed calculations. Comp sales: Company does not plan down to the article/site level, but if it did, this would unlock an “enormous value lever”; BPC calculations are available but system will crash because of too much data. Hurricane Sandy: manual process were necessary to know why comps were low, no tracking at site level; information was not provided in time. Contribution of SAP HANA Financial planning Plan at granular levels, run complex scenarios and allocations. Provide faster analysis on larger data volumes. Develop financial models based on detailed drivers vs. roll-ups. Provide timely and accurate actuals to support planning. Enable planning, forecasting based on real-time operational data combined with analytics. Manage expenses with operational and financial drivers in a much faster and more automated way with reduced cycle time. Enable other applications/business processes to leverage business planning and consolidation (BPC ) software. Value drivers/KPIs  Reduce gross margin (reduce clearance/markdowns)  Reduce selling, general and administrative expenses (SG&A), cost of sales  Reduce consulting costs for SAP NetWeaver BW
  28. 28. © 2013 SAP AG or an SAP affiliate company. All rights reserved. 28Public Note: Use cases in the global use case repository are captured directly from customers and internal SAP innovation sessions and may not be completely validated. Fashion retailer – 360-degree customer insight Retail Innovation scope SAP HANA platform (customer-specific) E2E solution Retail – consumer experience Value potential 4 Feasibility 3 Low High 1 5 Low High 1 5 Business context and goals  Company needs to grow in three dimensions: channels, brands, and formats. Business challenges  To set the main strategy guidelines for growth (such as new market opportunities, new brand to be acquired, format to be promoted), the company needs 360-degree customer insight. Process innovations  Create a multichannel data repository Contribution of SAP HANA  360-degree customer insight with SAP HANA as multichannel data repository Value drivers/KPIs  Increase growth  Increase customer satisfaction

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