Koen den Hollander, Co-founder -Omni-channel Retail Platform at Wolfpact, on The Future is Omni at this year's Digital Retail Africa. #DRA2024 #DigitalRetailAfrica #Omnichannel #eCommerce #RetailInsights #RetailSolutions #CustomerExperience

1. The Future is Omni
Koen den Hollander
Johannesberg, 31st January 2024

2. Wolfpack Group
Intro
Omnichannel e-commerce specialists
• Omnichannel e-commerce specialists
• HQ in Amsterdam, The Netherlands
• Europe & South-Africa
• ORP (Omnichannel Retail Platform)
• Order Management
• Product Channel Management
• Integration layer

3. Intro.
Europe
South-
Africa

4. • Legacy IT
• Poor Master data Management
• Performance Issues
• 1-1 connections and integrations
• Manual (data) work
Retailers Top 5 Omni-channel ambitions & challenges.
• Offer best customer journey
• Grow store traffic
• Reduce inefficiencies and cost
• Increase sales: upsell, stock, range
• Add new channels
Retailer challenges
Retailer Omni-channel Ambitions

5. Implications for Retailer IT Architecture

6. ORP
Back-end Systems
Commerce Channels
WMS +More
ORP ESB; API, XML Transformations, Microservices
ERP
Shipping
API
Order Management Product Channel Management
CRM Loyalty & Promotions
Order write
API
Stock
API
Catalog
API
Merchandising
Content
Management
Order Read
API
Webshop B2C
In Store operations
Instore sales
Stores
Customer Portal
Call Center
Customer Service
Trade Fair App
B2B Portal
Webshop B2B
Amazon
Takealot
Marketplaces
Merchandising
Content
Management
Consumer App
Shipping
Best-of-Breed Composable Architecture
Stock Management

7. Central Order
& Stock
Management.
Manage Orders from all Channels.
• Complete online & offline overview
• Increase efficiency in back-office
• Informed CS and store staff
Return anywhere
• Customer chooses
• More traffic to stores
• Lower return cost
Click & Collect
• Less shipping cost
• More traffic to stores
• Fast delivery for consumers
Ship from Store
• More stock online
• Reduce internal transport cost
• Sell more slow moving stock
Single view of Stock
• Consumers and staff see all stock
• Publish store stock on webshop PDP
• Reduce lost sales
Order in store from central stock
• Sell in stores from total stock
• Sell missing sizes and items
• Easy process for store employees
Connect Market places
• More revenue
• New customer base
• Minimal effort
Empower Customer Service
• Info of all online and offline orders
• Order on behalf of customer
• Easy to use

8. Central PCM
helps Retailers
to manage
content across
channels.
Manage product content
• All content in one place
• Import and export in bulk
•Review incomplete content
Update all channels
• Get new products online quicker
• See which products need images
• Size and crop to suit all channels
Create new products
• Simple way to create new products
• Assign products to (sub) categories
• Push new products to ERP
Manage product attributes
• Assign attributes easily
• Customize attribute set per category
• Publish attributes automatically
Use many languages
• Use multiple languages in PCM
• Connect with translation tools
• Push translated content to all channels
Store and manage images
• Centralize storage of images
• Easily import images to PCM
• Automatically resize images to channels
Connect market places
• Push products and stock automatically
• Grow sales and customer base
• Connect Tradebyte to unlock even more

9. The Case Study.

10. Simon Lévelt – Coffee & Tea retailer
40 stores: 9 own stores, 31 franchises
3 DC’s
Consumer and B2B customers
Stores are experience centers
Drop shipments external suppliers
Pick from store, ship from store

11. 4 stakeholders
• Taste coffee & Tea
• Try new machine
• Deliver to home… or
• Collect when in town
• Inspire for gifts
• Best quality
• Customized price
• Easy (re) ordering
• Only delivery during office
hours
• Gifts for others
• Online revenue
• Ship from store
• Traffic in store
• Connect with customers
• Less (IT) hassle
• Happy customer
• Happy Franchisees
• Less missed sales
• Reduce inefficiency
• Less transport footprint
Suzanne (B2C) Jorgen (B2B) Hans (Store Owner) Bert (CEO)

12. ORP
Back-end Systems
Commerce Channels
+More
ORP ESB; API, XML Transformations, Microservices
Shipping
API
Order Management Product Channel Management
CRM TBD Loyalty & Promotions
Order write
API
Stock
API
Catalog
API
Order Read
API
Webshop B2C Stores Customer Service Webshop B2B
Marketplaces
Custom
Consumer App
Various Carriers
To enable this: the Simon Levelt architecture
Stock Management

13. Pick and ship from store

14. At the heart: Process manager
• Fully configurable
• High performance
• Business rules driven
• Allows (dis) connecting limitless stock location
• Always keep track of the complete order
Other Examples
Tony Chocolonely: Send all chocolate orders to the
DC closest to the customer, unless temperatures are
more than 30 degrees, and please split out all
personalized order lines
B32 Fashion retail: Please use these 30 of my larger
stores as urban warehouses, but only push orders in
mornings as only then my stores have capacity to fill
this up
Manchester City: Have a drink in the VIP room, order
a customized shirt via QR code. And get it delivered to
your seat during the game
ORP Process Manager

15. Amsterdam
Asterweg 19-B, 1013 | HL Amsterdam
The Netherlands
Koen den Hollander
Co-Founder & CFO
Koen.denhollander@wolfpack-dcs.com
+31 642747508
Michel van Koekenberg
Co-Founder & CEO
Michel.vankoekenberg@wolfpack-dcs.com
+31(0)6 10 34 1063