Uploaded bySAP Customer Experience
The Uber Rush Delivery Case
The document details Maui Jim's partnership with SAP Hybris and Pragiti to enhance their digital presence and streamline internal processes for better customer experience. The implementation includes innovative microservices for efficient same-day delivery through an Uber Rush pilot program, achieving rapid deployment of online services. Key lessons learned emphasize the importance of clear responsibilities, early infrastructure engagement, and adequate user training.
More Related Content
Similar to The Uber Rush Delivery Case
The Uber Rush Delivery Case
- 1. PUBLIC Arthur Perry, SAPHybris (SAP) CustomerSuccess& Services The Uber Rush Delivery Case
- 2. 2PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Headquarters Peoria, IL Industry Retail Employees 500 Global presence 16 countries Products and services Sunglasses and accessories Web sites www.mauijim.com www.zealoptics.com sameday.mauijim.com Partner Pragiti Inc. www.pragiti.com Maui Jim overview Objectives • Develop an online presence through a strategic and revenue- generating digital channel • Execute an aggressive regional expansion in business-to-businessand business-to-customermarkets • Improve the entire digital user experience forexisting customers by using innovative functionality for digital services • Streamline internal sales processes forgreater effectivenessand staff satisfaction Why SAP Hybris Expert Services? • Superiorstrategic advisor working alongside implementation partner Pragiti for fast time to value in all projectphases • Focus on Maui Jim’s long-term vision and alignment with product developmentof SAP Hybris solutions over time • Winning combination of quality assurance services,technical and business consulting, solution add-ons, and innovative microservices offered bySAP Hybris as a Service on SAP Cloud Platform “Our partnership with SAP Hybris ExpertServices has been critical to our success.They broughtstrategic insightsand have been instrumentalin driving and executing onour long-term digital strategy.” Jim Ferolo, Vice President, Digital and Marketing Technology, Maui Jim Inc. Zero Downtime required to perform necessaryback-end operations after going live Faster Innovation with microservices Higher Customerand internal satisfaction 78days Until zealoptics.com went live 6 months Until phase 1 went live
- 3. 3PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ 70% Coverage of the United States 78 Countries 633 Cities worldwide Scale Uber Rush key highlights Same-hour delivery, next-day price Efficient delivery network that minimizes costs When you need it, average 5-minute pickup time Uber overview
- 4.
- 5. 5PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Business objectives Be quick to market Pilot in-store fulfillment Validate same-day delivery
- 6. 6PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ § Location – One full-service optometric office and optical showroom located in downtown Chicago – Staff trained accordingly § Time frame – Valentine’s Day 2017 – Social media marketing § Products – Exclusive products Strategy
- 7. 7PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Teams involved
- 8.
- 9. 9PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Operational process
- 10. 10PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Uber Rush summary Test 1 2 Delivery method Bike Car Delivery time (minutes) 26 45 Distance traveled (miles) 0.7 4.8
- 11.
- 12. 12PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Uber Rush delivery API URL: https://api.us.yaas.io/mauijimeyeware/mjurservice/v1
- 13. 13PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Builder site URL: https://builder.yaas.io/login/login.html
- 14. 14PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Rush delivery: how it works Maui Jim SAP Hybris as a Service (U.S.) Rush delivery Service* REST calls Rush delivery builder module REST calls REST calls Our backing services*: Configuration Document E-mail Pubsub Schema REST calls Storefront* Commerceas a service Cart Checkout Customer accounts Order management Product content Site management Stripe payments Avalara tax In-store staff (e.g., release for pickup) Buy with “rush delivery” shipping option selected * SAP Hybris as a Service
- 15. 15PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Rush delivery: how it works Maui Jim Rush delivery service* Rush delivery builder module Storefront* REST calls * SAP Hybris as a Service
- 16. 16PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Rush delivery: how It works Maui Jim Rush delivery Service* Rush delivery builder module Storefront* HTML, CSS, JavaScript AngularJS Restangular Cloud Foundry Solution built and deployed with Maven SAP Hybris as a Service Spring Framework Java Jersey RESTfulWeb Services Framework Uber Rush REST API https://developer.uber.com/docs/rush REST calls * SAP Hybris as a Service
- 17. 17PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Storefront • Rapid deployment • Hosted in the cloud • Order management and fulfillment integration Stand-alone site based on storefront template of SAP Hybris as a Service https://devportal.yaas.io/tools/storefronttemplate/index.html
- 18.
- 19. 19PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ Understand that microservices approach can reduce time to market Have clear ownership of responsibilities Engage infrastructure teams early Avoid complicated redirects or navigation Plan ample time for user acceptance testing and user training Lessons Learned
- 20. 20PUBLIC© 2017 SAPSE or an SAP affiliate company. All rights reserved. ǀ “What a stupendous effort in such a short period.” Jim Ferolo, Maui Jim VP of Digital
- 21. Thank you. Contact information: ArthurPerry Head of YaaS Practice – Center of Expert Practice SAP Hybris Customer Success & Services arthur.perry@sap.com