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BT for Retail Creating a connected world of Retail BT for Retail Connecting Retail to a better future Farm Fresh: Report findings Biggest threats to retailers business model Lack of qualified workforce 20% Cutomer mobility (across various chanels like PC,mobile,offline,etc) 23% Areas in which retailers use Technology for strategic advantage and decision making Lack of Investmenst in sufficient Technology & disruptive technologies (Mobile,Apps,Cloud,etc) 34% Logistics and Supply 100% Customer Insights 95% 5% Operations management 95% 5% Inventory Management 94% 6% Pricing Decision Losing share to lower-cost producers 23% 90% In-store customer experience Portfolio Rationalization 83% Social Networking 77% Multi-channel Shopping & Payments 55% Use of In-store mobile technology Cloud deployments Employee Mobility (BYOD) 18% 35% 30% 40% 21% 19% High 31% Moderate Low 10% 25% 47% 26% 50% 5% 11% 65% Yes Degree of impact by technologies on retail business 10% 24% No IT :Growth ,Plan, Impact Rethink & Recalibrate : Though majority believes technology on CRM, Inventory Management, Warehouse Management and Data Analytics has high impact but still it comprises of small pie of the overall IT investment Straight from the Global Oven Striking the right balance India global customer demands operational capabilities innovations cost-cutting Putting customers at the Centre of the retail experience Easy Experience Choose the mode of shopping Store Environment Customers Want Engaging Personalization Unlimited Choice As a result ,what does Retailers, Retail Staff and Head Office want ? As a consequence Retailers want their shopping experience to : • • • • • Create customer loyalty Reason to visit their stores Exciting and engaging Shift from Point of Sale to Point of Service Create a seamless experience across offline and online In the stores, retail staff want to : • • • • • Be better equipped to support knowledgeable customers Be mobile Build expertise Make customers happy Feel in control Retailers want their supply chain to : • • • • Fulfil customer orders in cost effective way Complete end-to-end visibility of stock Meet customer expectation anytime anywhere Make stock available Head office want to : • Increase revenue by going to market quickly • Increase productivity and efficiency of staff • Communicate and collaborate effectively and efficiently • Simplify their IT • Flexibility to easily scale their service up How do we help to address the needs? Putting customer at the heart • Connecting every link in your supply chain from manufacturer to shelf (or doorbell) • Connecting your staff with the information they need to help them sell more • Connecting your customers with your brand seamlessly through every channel • Creating complete view of the customer • Using technology to engage with the customer better BT Global Services is all about connecting for a better future BT Menu for Retail Economic environment Customer demands Business imperatives Verdict research BT Global Services: Connecting Retail to a Better Future Global network “Glocal” model Growth economies London 2012 Retail-specific capabilities STORE OMNII-CHANNEL CUSTOMER EMPLOYEE SUPPLY CHAIN Networks for retailers Integrated Store CRM best practice Store mobility BT Trace for Retail Mobile point of sale CRM loyalty progs eLearning Inventory Trace Managed payment FrescaCommerce ecommerce site design Contact centres Workforce optimisation Asset Trace Digital marketing Social media Integrated Store Conferencing / video Warehouse Trace 3G rapid site Online marketing Clienteling Unified communications Merchandising Clienteling Email marketing E-gift cards CCTV security BT Managed Store Facebook Mobile vouchers Life cycle and sourcing management Field force automisation Retail traffic analytics Standardised propositions Innovation Consolidated service Topical solutions Dedicated or shared infrastructure New products References Low-capex commercials Showcases and workshops Case Study : Let us tell you a real story Overview: With an impressive footfall of more than 10,000 shoppers every day, it was a struggle to keep shelves stocked with every style, size and colour for every garment. Challenge: You can’t sell what you haven’t got. The perennial problem for store retailers everywhere is how to make sure that every style or model is available in every colour and size, at all times. Global luxury retailer Solution: The company chose BT Trace for Retail, an item-level inventory management solution that uses RFID technology to track goods on the move and in store. Value: • • • • • Transformed store performance Using handheld readers, just two people can accurately count an inventory of 50,000 items in 45 minutes Replenishment is now more exact Sales associates are spending longer with customers and converting more engagements into sales Customers are buying more items in a single transaction bt.com/globalservices BT Retail Trace Capabilities Trucks deliver tagged items from warehouse/ distribution centre In-store wireless network BT Cloud Compute hosted RFID software 112 2