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Falabella Overview
Falabella
Overview
Chile
HQ Santiago
Geographic Distribution
Colombia
Peru
Argentina
Uruguay
Brazil
Falabella Business Units
32%
22% 19%
18%
9%
Falabella Competitor 1 Competitor 2
Competitor 3 Others
Offline
Falabella Market Share in Chile
50% 21%
18%
11%
Falabella Competitor 1
Competitor 2 Others
Online
Company Ethos
Omnichannel Vision
MOBILE
CLICK &
COLLECT
ONLINE
STORES
Department Stores • Get Inspired, view and try on products • Receive a personalized service from staff • Purchase products both in store or in the online catalog
Web / Phone / TV • Research, compare products, read customer reviews • Access special deals, longtail product selection • Receive contextually relevant and personalized information. •View order status, receipts
Omnichannel Logistics • Buy online pickup in-store • Pickup locations in supermarkets or home improvement stores. • Pickup points @ lockers, courier offices
Mobile Web / App • Same as web • Check in-store inventory, pricing, and promotions • Personalized contextual and location specific experiences
Omnichannel Store Integration
Omnichannel Fulfillment
Channel Inventory Fulfillment
Method
Web,
Mobile and
Contact Center
Store
Distribution
Centers
Drop Shippers
Stores
Home Delivery
Store Pickup
Pickup Points
Omnichannel Fulfillment
Omnichannel Fulfillment
Omnichannel Fulfillment
Omnichannel Payments
Payment Methods
• Coverage
• Trust
• Omnichannel
Friction / Mobile
• 1-Click Payments
• Saved Cards / Tokens
• Integration Monitoring
Security
• PCI Certification
• Tokenization
Implications
• Store pickup and rush deliveries require real-time order fraud validation for best-in-class customer experiences
• Omnichannel fulfillment requires an omnichannel payment strategy
• Customers expect to be able to make cross-channel returns and look up order status and receipts at any touch point
Digital Receipts
Omnichannel Personalization
Data management platforms like BlueKai critical to managing customer profiles.
• Types of data stored:
– Transaction data (both online/offline)
– Financial Credit
– Demographic + 3rd Party
– Advertising & Navigation history
• Applications:
– Omnichannel Product Reccomendations
– Real-time online credit limit increases.
– Trigger Messaging (Push + Email)
Mobile Click & Collect Opportunities
Normal Periods:
• Accelerated Pickup
• Personalized Coupons
High Traffic Periods (Holidays, CyberWeek, etc…)
• Mobile Queueing lets customers browse while they wait for the product to be ready.
Cyber Monday / Black Friday Readiness Tips
• Start Cross Functional Meetings 6-9 months in advance. (Marketing, Merchandising, Logistics, Operations, Product Management & IT)
• Start performance testing early and test both site and back office processes.
• Consider queueing solutions if there are doubts as to whether you can support peak traffic profiles.
• Ensure optimum use of content distribution networks.
• Build a pre-launch checklist for the hours preceding the start of the event.
• Consider in-store impact of Cybermonday events. Click & Collect queues and in-store sales.
