This document discusses Visionet's 360° Customer Capture solution which enables retailers to deliver a complete shopping experience across channels by providing a unified 360-degree view of each customer. It highlights challenges retailers face in engaging today's connected, empowered customers who research products online and interact with brands across many touchpoints. Visionet's solution combines customer data from transactions, interactions, social media, and other sources to provide insights that retailers can use to personalize the customer experience, run targeted campaigns, and optimize operations.

1. 360°
Customer
Capture
Enabling Retailers to Deliver a
Complete Shopping Experience Now

2. Your Customers of Today and Tomorrow
Understanding the Customers’ Journey
Infusing Customer Insights into the Business
Challenges for Retailers
Visionet’s 360° Customer Capture Solution
Enabling Retail Channels
Enabling Retail Functions
Enabling Retail Operations
Enabling 360° Customer Views
360° Customer Capture Benefits
Summary
About Visionet Systems, Inc.
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3
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Table
Of
Contents

3. www.visionetsystems.com 1
Your Customers of Today
and Tomorrow
Connected, Empowered and Informed
Today’s consumers are more empowered than ever through an always on, always connected
devices, creating a digital persona. These tech-savvy consumers are taking charge of their
shopping experience using their preferred devices and channels to become more informed
and empowered before they even engage with Retailers. This leads to a much more complex
relationship between Retailer and consumer as consumers expect each point of engage-
ment with a Retailer to be connected and consistent.
The boundaries between virtual and physical space are becoming blurred in this Omni-chan-
nel environment. The focus of the retail experience has expanded well beyond the walls of
the Retailers’ physical store and can include multiple channels such as catalogs, call cen-
ters, mobile commerce, online and social networks—as a result, shoppers are engaging with
Retailers and products in so many more ways than they did in the past.
When we come to think of customers being ‘socially connected’, we generally limit ourselves
to considering Facebook, Twitter, Pinterest, Instagram and a couple of more social channels
Figure 1 : Your Customer - Connected, Empowered and Informed

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to be impacting their lives and importantly, purchase decisions. However, the social media
landscape is even bigger. The below illustration, developed by Biran Solis and coined as The
Conversation Prism, gives a visual map of the dominant and promising social networks that
impact the everyday lives of individuals (your customers).
Here are some critical statistics about your customers to keep in mind as you read through
the compelling information below:
• 86% of consumers will pay more for a better customer experience1
• 56% of consumers research a brand on Facebook before purchasing2
• 90% of consumers regularly research products online before buying them3
• 23% of brick and mortar sales are influenced by their website4
• 75% of consumers said product information found on social channels influenced their
shopping behavior and enhanced brand loyalty5
• 74% of customers leave if a website doesn’t load on their smartphone in 5 seconds6
• 71% of customers go online first whenever they have a problem with a product7
While challenging, it’s not bad news for Retailers. If handled correctly, the new digital land-
scape provides opportunities to engage with consumers as never before. And as we shall
see figure 3, with the right approach leveraging enabling technologies, Retailers can be a
proactive force in communicating, engaging and capturing the customer’s attention and their
business.
Figure 2 : The Conversation Prism

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Understanding the Customers’ Journey
Customers Create a Digital Footprint through
Touch Points with your Organization
Unlike the traditional customer engagement cycle of the past - one that begins with aware-
ness, moves through consideration and evaluation, and concludes with a purchase decision,
the customer journey is now dynamic and constitutes a non-linear funnel in which they
constantly seek more information, evaluate an array of alternatives, find out reviews, interact
socially with others and all instantaneously and in real-time. These digital touch points the
consumers are exposed to are always accessible and always on.
As the above comparative figures make readily apparent, customers are creating touch
points with the enterprise through POS, CRM, Call Centre, web and mobile platforms, as
well as social interactions through social channels in the forms of likes, sharing, posting and
brand/product engagements for purposes ranging from product searches, information
gathering, price comparisons, reviews, ratings, purchases, and sharing feedback.
Figure 3 : Traditional Customer Lifecycle
Figure 4 : Digital Customer Lifecycle

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This digital footprint opens up a wide channel of opportunities for Retailers to build a knowl-
edge repository of customer data around sentiments, behaviors and insights. A complete
customer picture can be derived from linking the customer’s transaction histories, interaction
histories, and insights gleaned from across a Retailer’s multiple brands or business units and
channels as never before. Additionally, customer data is also derived from the customer’s
online and social media footprint, providing contextual information in the form of “likes”,
“sharing” and positive or negative feedback. Combined along with syndicated data in the
form of demographics, gender, discretionary income, etc. provides the Retailer with a very
detailed picture of a customer’s buying potential, behavior, sentiment and predilection
towards a given lifestyle, product line and even sensitivity to price ranges. The figure below
highlights the opportunity at hand.
Innovations such as Big Data-based ‘listening’ and ‘sentiment mining’ take our customer
view to a whole different level of granularity and clarity. Now it is possible to read millions of
conversations taking place simultaneously across multiple online forums. For enhanced
understanding of customer behavior, customer insights can be combined with the custom-
er’s core profile. Actionable insights can be generated from contact center transcripts and
notes; blogs and other social media; surveys, news and other articles; complaints received
via web forms; email, online forums, online chat sessions; and customer service notes and
instant messaging logs.
With a continuous digital feedback loop in place – in real-time – not only can Retailers
engage, maintain and support more meaningful dialogue with consumers 24 by 7, they can
support an efficient supply chain, manage inventory optimization more effectively throughout
the supply chain, and deploy sophisticated models for price and profitability optimization.
Figure 5 : 360o
View of Customers

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Infusing Customer Insights
into the Business
Harvesting useful insights from such a holistic knowledge repository opens new frontiers for
customer engagement. A powerful set of analytical tools built on top of the customer cap-
ture repository can help Retailers infuse customer insights into their merchandising, market-
ing, e-Commerce, mobile, social, and in-store business processes in several ways such as:
• Running more accurate targeted marketing campaigns across channels or for
micro-segments to identify context-driven next-best-action
• Tracking and nurturing a customer across brands and channels, reducing churn by
establishing ‘reconnections’
• Leveraging customer insights-based localized assortments in-store, dynamic pricing,
and customized promotions
• Proactively responding to life events such as ‘getting engaged’ or ‘relocating’, through
targeted communications on relevant products and services
• Providing ‘right recommendation’ on new products based on current customer
location—near a store or in an aisle
Figure 6 : Shopper Insights

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Challenges for Retailers
According to a Forrester report, the customers of 2025 would follow a complex purchasing
model deploying all the touch-points and would increase in their demand of an Omni-chan-
nel experience from pre-purchase to post-purchase phases.
As the above Forrester research suggests, consumers will increasingly move to a digital
purchasing engagement, taking advantage of ease of use, always on and convenient “on
their terms” purchasing experiences. Your competitors will be hard at work to position their
platforms to support the new customer realities as well. However, successfully engaging
customers will not be an easy task. At a minimum, it requires Retailers to:
• Manage consistent master data for customers, products, marketing and locations across
channels
• Leverage real-time, demand generation and fulfillment data across channels
• Establish enterprise inventory visibility and multiple fulfillment capabilities
• Link marketing and merchandising along customer-centric lines
• Create localized/personalized experiences through product, marketing and other touch
points
• Utilize business intelligence—including predictive analytics and data visualization—to
quickly identify actionable insights – a 360° real-time view of your customers
Figure 7 : Source - Forrester, profiling the Multichannel Customer, July 2009

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Visionet’s Solution for
360° Customer Capture
Visionet provides a unified approach that reduces complexity for Retailers, allowing them to
focus on connecting with customers and empowering their employees across all channels
that allows them the flexibility necessary to respond quickly to the needs of your customers.
Visionet empowers Retailers to deliver a complete shopping experience – personal, seamless,
and differentiated – by helping them create a complete 360-degree view of the customer.
Visionet assembles the right solutions for Retailers that include point of purchase, marketing
and customer care, as well as customer centric, business intelligence models that enable
real-time visibility of customer touch-points and interactions. Visionet also provides a holistic
view of the Retail value chain that include front and back office capabilities like store ops,
order management, supply chain management, product lifecycle management and procure-
ment, as well as financials for an end-to-end support model that addresses all elements that
impact the customer experience.
Enabling Retail Channels
We have you covered – from a Single channel to Omni-channel, from front office to back
office, from designing your customer touch programs and driving purchase transactions - all
the while gathering data on those transactions so that you can digest and analyze the data,
understand your customer’s key buying drivers and convert this critical information into
actionable tasks to capture greater and greater wallet share.
Figure 8 : Visionet’s Centers of Excellence

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Visionet helps you leverage
upon a CRM that enables you
to setup and automate your
programs and processes that
nurture customer satisfaction
and loyalty in areas of sales,
marketing and customer care.
Our 360 degree approach
drives sales productivity and
marketing effectiveness
through social insights and
segmented and targeted
campaign management.
Program
The retail operations func-
tions enable you to centrally
manage and effectively
transact your customer
interactions across an
Omni-channel environment.
An integrated commerce
engine manages all channels
of a Retailers business (POS,
e-commerce, Call Center,
Marketing & Social) and gives
control across all channels.
Transact
Business Intelligence models,
dashboards and reports
enable you to action on the
data being captured across all
channels that provide critical
insights into your customers
which, in turn, help you make
better decisions about your
brand and products. Get the
insights on how, where, when
your customers shop so that
you can interact with them in a
meaningful way to help drive
greater transaction volumes
more profitably.
Analyze
Figure 9 : Retail Functions

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Enabling Retail Functions through
Business Technology You Already Use
Manage many-to-many touch points to achieve unprecedented customer centricity while also
being able to create new and compelling customer engagement and loyalty scenarios. The
following building blocks are employed as the foundation for a 360° Customer Capture
framework.
Point of Sale (POS)
Superior store systems consoli-
dates customers’ purchase intelli-
gence such as sales history, trans-
action details and wish list, and
provides the right information at the
right time for sales associates to
better guide and recommend their
customers based on purchase
patterns and preferences.
• Transaction, Gift, Loyalty
Processing
• Cash and drawer management
• Customer data capture, Purchase
History, Wish list, Recommenda
tions
• Inventory Receipt, Reporting,
Stock Counts
• Clientelling
• Beacon technology
Marketing
Easily plan, execute, and measure
campaigns from start to finish.
Bring your marketing vision to
life—engage customers with
personalized, multi-channel cam-
paigns, build pipeline, and demon-
strate the impact of your marketing.
• Content Management
• Execution Planning
• Campaign Nurturing and
Automation
• Media Buying and Planning
• Spend Management
• Digital and Closed Loop
Couponing
e-commerce
Take your e-commerce strategy to
the next level with a fully integrated
online storefront with search-based
technology that offers accurate,
timely, consistent performance.
• Web Content Management and
Site Development
• Destination based taxation
• Reserve and collect
• Dynamic Refiners and
Recommendations
• Real-time Inventory Updates and
Catalogue Management
• Shopping Cart, Payments
Contact Center
Use the Contact (or Call Center) for
order entry, order processing and
order fulfillment. Retailers can offer
mail order catalogs to their custom-
ers and manage this streamlined
channel.
• Case and Claim management
• Contact Center, Self-Serve,
Mobile, Chat
• Portals, Social, Knowledge Base
Social
In today’s social and mobile world,
businesses need to move faster and
share knowledge more broadly than
ever before. They also need to
connect to customers on their
terms, which means including social
channels in your omni-channel
strategy.
Social insights can facilitate amaz-
ing customer experiences, ensuring
that messages resonate while
highlighting trends that impact your
brand.
• Implement promotions, discounts,
coupons, and more via social
sites
• Monitor, publish content,
knowledge management, brand
awareness
• Social listening, sentiment
collection

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Enabling Retail Operations
Enabling 360° Customer Views
Achieve real-time operational excellence and insights by connecting your warehousing,
stores, online business, POS, and head office.
Some key benefits your Customer Capture program will include:
1. Capture relevant data on your customers in real-time
2. Develop a holistic view of your customer’s sentiment around brand and products
3. Position targeted campaigns, advertisement, promotion and couponing at critical
points in the buying cycle to maximize sales and profits
4. Maintain a meaningful dialogue with your customers at any touch point throughout the
customer experience
5. Develop insights around how your enterprise can better support the customer experience
6. Maximize product, process and pricing efficiencies through captured sentiment and both
positive and negative feedback
7. Maintain a constant presence with your customers - 24 by 7 around the globe – without
the added cost and reliance of investing in both brick and mortar structures and human
capital investments
Bringing together a range of sources and complex data in a meaningful way requires a com-
prehensive data model as well as analysis and reporting. This combination ensures support at
the strategic and tactical level, for marketing, communications, as well as operations.
Visionet helps Retailers integrate all of their efforts to get a holistic view of its customers. It
takes the data you are capturing across all your channels, combines it with data from other
data sources and synthesizes this into visualizations and actionable models to drive your
business forward and turn insight into sales. Our models and dashboard templates present a
wealth of insights and opportunities to engage your customers more meaningfully – in
real-time - with greater context and results. We provide the data you need at your fingertips,
providing you with the right information at the right time, helping you to convert insights into
profits. Get to know your customers better through the collection and use of actionable data.
360° Customer Capture Benefits
Store Operations
Visionet can help you track inventory real time,
maintain accounts receivables, keep customers
coming back through targeted customer loyalty
programs, save time by maintaining labor records,
track layaways, track work orders, back orders,
sales orders, quotes and much more:
• Statements and cash reconciliation
• POS Profile & UI Management
• Loyalty Execution and Program Management
• Pricing, Promotions and Offer Management
• Store configuration and Assortment Management
Sales Force Automation
To have control, you need to have a real time view
of your business and products. And with control,
you can manage your people, processes and
product lifecycle more efficiently. With this you will
get a better handle on costs, ensure happier
customers and, ultimately, greater profits.
• Buying
• Replenishment
• Order Management
• Warehouse, Transportation Logistics

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Summary
The new empowered mobile consumer, armed with real-time social connection - quite literally
in hand - has changed the relationship between the Retailer and customer forever. There is no
turning back. It is a world that is always on and operating in the “now.” As all the statistics and
indicators are availing, Retailers must seize the moment, dive into the effort of deploying
enabling technologies to help them keep up if they have any hopes of staying relevant, com-
petitive and positioned for growth. This can only be done by engaging consumers where they
are – more and more you will find them permeating across the digital landscape; both interact-
ing within your organization’s reach and outside it. Visionet can help you devise a 360° Cus-
tomer Capture program to help you achieve a continuous, real-time and relevant dialogue with
your customers…not later, but now. To understand more about deploying “THE” essential
solution for today’s competitive landscape contact Visionet today!

14. About Visionet Systems, Inc.
Visionet serves fortune 2000 companies across the US and around the globe, and is a strate-
gic technology partner for some of the world’s best-known retail brands. We enable our cus-
tomers to execute on their vision through enabling technologies, global teams and the most
stable talent pool in the industry. Over the last two decades, Visionet has engineered high
performing and cost-effective solutions for the retail vertical.
Visionet’s Services
Visionet is a full service professional consulting firm – from solution selection, to planning and
design, to customization and configuration, to implementation, training, and ongoing support.
This means getting the right business solution from a single partner who understands how
your business works.
Visionet’s consultants help businesses around the world maximize return on investment in
their technology. This means helping with deploying and optimizing IT, as well as helping
business move forward with IT initiatives that deliver the greatest business value at the lowest
possible cost of ownership. As a preferred technology partner, we offer a number of options to
organizations interested in enabling retail solutions deployment, development and integration,
as well as supplemental support of their current systems.
Visionet’s Solutions
Visionet provides tailored solutions to address the critical scenarios that drive retailing today,
while making it possible to innovate and be ready for the future. So Retailers can focus on
what matters most – connecting with customers, engaging in relevant and meaningful conver-
sation around your brand and products, and providing better customer experiences.
Visionet supports the 360° Customer Capture framework, with the following:
1. We solution, configure and integrate CRM, e-Commerce, Mobile, POS and other Retail
solutions.
2. We design and build a knowledge repository that captures customer sentiments, both
structured and unstructured data.
3. We build information stores that are designed to handle complex modeling to make sense
out of your data, understand customer sentiment, buying patterns and interactions both
with your enterprise as well as within the world of social media.
1 CEI Survey: Customer Experience: Is it the Chicken or the Egg, Forbes
2 Retail TouchPoints, 2012 and Integrated Retailer.com, 2012
3 Retail TouchPoints, 2012 and Integrated Retailer.com, 2012
4 Multichannel Pressures Drive Optimized Merchandizing,” Gartner, Inc., December 6, 2011
5 The New Digital Divide: www.deloitte.com/us/DigitalInfluence
6 How One Second Could Cost Amazon $1.6 Billion In Sales – Fast Company, March 15th, 2012
7 WebPro News: Twitter, Facebook Becoming Popular Tools for Customer Service May 2012
Sources
www.visionetsystems.com 12

15. s a l e s @ v i s i o n e t s y s t e m s . c o m
w w w . v i s i o n e t s y s t e m s . c o m
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United Kingdom
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