Symbol Technologies Retail Solutions Overview Moscow 26 October 2006 Alex Price EMEA Retail Sector Director. - презентация
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Symbol Technologies Retail Solutions Overview Moscow 26 October 2006 Alex Price EMEA Retail Sector Director
Industry Trends Whats on the minds of top Retailers
Key Market/Business Drivers Mobile Manager RFID Improved customer experience Various concepts in pilot Links to PSS solutions Self Service Symbol main focus is on Grocery, DIY and Merchandising Get baked into approved supplier listings of major retailers FY07 Market Drivers for Growth Batch to Real-Time Supply Chain Optimisation Pricing and Order Mgmt Inventory Control Legacy installed base of PDT3100 Drive wireless and MSP business From proprietary to open standard systems Voice Recognition drives churn VRC and wearable Drive increased store revenue EPOS link Task Management Voip &
Consumer Shopping Trends Less frequent trips Fewer shops visited per trip Feels entitled to 24/7 shopping More convenience desired No longer preferred as leisure time Wants more product information Wants excitement, unique, fun
Consumer Efficiency Customer Efficiency is often in conflict with Retailer Efficiency/Productivity. Drive through windows Milk in the back Clothing by size Always in stock Large assortments Informed associates If you cant always win with the lowest price, then you must be the easiest to shop.
Store Operations- Conflicting Needs Store Operations Provide best possible customer experience Maximize Revenue and Minimize Costs and Minimize Costs Maximize Employee Productivity Productivity Satisfy and retain top employees
Top 10 Retail Industry Technology Trends – Hardware 1. Handheld scanners (46%) 2. Signature capture devices (39%) 3. Slot scanners (39%) 4. POS hardware (38%) 5. Kiosks (34%) 6. Wireless handheld devices (33%) 7.Voice/data convergence (28%) 8. Mobile point of sale (27%) 9. Wireless infrastructure (26%) 10. RFID (25%) Source: IHL Consulting, RIS News 6/05
Retail Mobility Application Trends Voice and Data on one Device Mobile POS POS Alerts and Overrides Mobile and Messaging Plan-o-gram Compliance Demand Forecasting Out-of-Stock Management Wireless Streaming Video Merchandise Locator Escorted Shopping/Clientelling Customer Wish List/Gift Registry Mobile CRM E-fulfillment Proof of Delivery Credit Card Enrollment Self-Service Kiosks RFID …a character-mode and/or a graphical presentation layer…
Mobilising the Store Manager Productivity, Customer Service
Where Store Managers Spend Their Time Source: The Mather Group, November 2004
A good store manager could mean at least five additional percentage points to that store's success.- Source: On the Front Line at J.C. Penney The Role of the Manager The Store Manager was identified by 73% of respondents as the role that could be most enhanced by using IT Source: IBM/NRF Store of the Future Survey
Simon Hick, Tesco Project Manager. Using Symbol MC50s will help managers spend more time on the selling floor while still remaining connected to essential applications The use of on the shop floor frees around seven to eight hours of a store managers time per week Tesco Managers Customer Service
Managers Customer Service Tesco supports store managers with the MC50 for: Price lookup Special orders Mobile POS Customer surveys Product location Suggestive selling Customer feedback *Including Symbol Services
Status Reporting Status Reporting How was it done before? Assigned resource: click on to reassign Assigned resource: click on to reassign How To Do 2-Way Color Coded For the Stores – SIMPLIFY What Doesnt Work What Works!
Reflexis on Mobile devices – Handhelds – keep the mangers with the customers
On-shelf Availability Customers Care, Retailers Care
Retail Out-of-Stocks: problem and consequences Retail Out-Of-Stocks rate is on average 8.3% globally This figure doubles (16.5%) for products under promotion Out-of-Stocks are estimated to cause retailers 4-8% sales loss
Stock-Outs cause Walk-Outs John Davison, How retailers can keep the customer satisfied, Computing 19 Jan 2006,
Return-On-Investment After 130 stores implemented 17% reduction in cost of stock management 15% increase in stock file accuracy Stockroom units reduced by 50% Customer facing time improved from 49% to 65% Operations staff are interested in sales Results show 0.25 – 0.5% sales increase
Real Time Demand Chain Management Check shelf level watermark Update Inventory level… Signal Update shelf level Business Process WL BOSS Signal Send Alert to Operator EVENT DRIVEN, AUTOMATED PROCESSING Real-time update from EPOS on sales out Instant Shelf Stock Levels visibility Automatic Replenishment alerts Real-Time mobile application
Guided Shopping Engage the Customer, Increase Sales
Actively engage your shoppers Determine their wants and needs Provide them relevant, balanced choices Answer any question about any product Cross-sell effectively on every transaction Benefits: Higher average spend due to effective up-sell Faster on-boarding of new staff Improved visit frequency Improved customer loyalty Associate Guided Selling
Measurable Business Benefits Macys & Bloomingdales at 75 stores: Sales revenue increases in the range of 8 to 15% Items per transaction increase of 5% or more Sales per hour increases of 10 to 30% per sales associate Margins increased as product is sold before markdowns are needed Inventory accuracy was increased; reducing dead stock write-offs including mismates
Self-service Applications Are you easy to shop?
Personal Shopping System (PSS) Track Record 10 Years In-Store Experience 700+ Stores Installed 33 Retailers 35,000+ Devices in Operation 100+ Million Shopping Trips To-Date Usage up to 82% of Sales – avg. 20% Symbols PSS : a well-established and used technology.
Who has PSS? ICA Co-op Vi Co-op Superquinn Atac Auchan Casino LeClerc Monoprix Super-U Systeme-U Waitrose Sainsburys Morrisons Asda Billa Zielpunkt M-Pries Co-ops Poli AB Vasillopollus Makro Caprabo Albert Heijn Delhaize JMR Manor
Retailer benefits Increased Loyalty: Visit on average 1 more time per week Increased Revenue: Spend on average 60% more Reduced Costs: 1 PSS checkout = 5 traditional Improved Customer Satisfaction: 60% claim they are more satisfied with retailers Customer benefits Save 10 – 15 mins per trip Scan as they shop Pack their goods as they shop Goods only handled once Portable Shopper Summary
4 Customer Information Kiosk Information to the Customer Misplaced items Missing shelf signs Unmarked merchandise Full Color Information Display Merchandise Information Gift Selection/Sending Special Promotions Store Maps Shopping Lists
Additional Micro Kiosks Applications Extended Inventory Call for Assistance In-Store Ads/Marketing Loyalty & Gift Cards Consumer Information Price Verification Gift Registry/Wish List Access In-Store Inventory As well as for: Employee Communications Time and Attendance
Shop, Scan & Deliver Improve customer experience by faster throughput in the store Concept is to give the customer a Symbol mobile device wirelessly connected to the EPOS system with which he can scan all items needed. Customer does not pick items. Instead the retailer promises to deliver the same day. Key Benefits: Improved customer loyalty Higher average spend Higher visit frequency
"The beauty is that theres no need to go through the checkout process," says John Thrailkill, the companys VP of stores. Shop, Scan & Deliver Case Study: The Container Store Business Need Shopping on the Web has been hailed for its convenience. But sales are stronger when the sensory experience is part of the mix. Shoppers like to see, touch, feel what theyre buying. Solution Offer the shoppers the c o nvenience of web-based shopping along with the ability to see and touch what theyre purchasing Customers are invited to register a credit card at the front counter and are given a Symbol PPT8846 to shop in the store. When they want an item they simply scan it and move on. When theyre done, they just walk out of the store. For $15, their order will be delivered anywhere in the city on a same-day basis Benefits The company projected between 300 and 500 orders a month. But the system has exceeded everyones expectations. The Container Store has been seeing three to four times more than the projected business, with 1,500 to 2,000 orders a month from the very beginning.
What Is Keeping Retailers Awake at Night? Successful Retailers Will…
Drive Success With Mobility Transform the consumer experience Drastically improve associate effectiveness Maximize supply chain efficiency
SMARTLANE REAL TIME INTELLIGENT QUEUE MANAGEMENT Installed in over 600 Tesco stores in UK Customer Benefits Improve customer Service Reduce labour costs Increased sales Symbol Benefits Symbol MC50, MC70, MC3000 Wi Fi Infrastructure required Strong RoI: Tesco less than 12 months