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Store Command Center The key to becoming Omnichannel Ready
Solution Overview February 2014
How Are Retailers Creating A Consistent Customer Experience?
July 30, 2014 2
Store
Catalog
Mobility
Social
Supply Chain / Order Management
eCommerce
Seamless Channel Integration
What issues are retailers having with this approach?
Automation Mobility Analytics
The Good News
• In-store kiosks, apps,
networking, and mobile
programs fuel customer loyalty
and experience
• New technology & investments
result in a positive impact on
sales
The Not-So-Good News
• New technological complexity
• Higher reliance on technology uptime
• Few resources available to manage rapidly growing technology tsunami
• More vendors, more applications, maintenance patches, and system updates
• Increased training requirements
• Distraction from customer service
Digital/Video
Omni Channel Technological Revolution
A New Support Model for Store Infrastructure
July 30, 2014 4
Single point of contact for all store technical issues
Centralized
service desk for
all store issues
Consolidated
proactive
systems
management
Managed by
industry experts
Introducing The Store Command Center
July 30, 2014 5
Each plays a role in a retailer’s store level technological health in becoming
Omnichannel ready
Comprised of at least four distinct components to become Omnichannel Ready:
Continuous
Innovation Support
Center
End to End
Vendor
Management
IT Service
Management
Data
IT Service Management
July 30, 2014 6
• Administration, maintenance, and patching for all technology (infrastructure)
• Remote monitoring for infrastructure efficiency
• Data transformation / data movement
o Vehicle for pricing, transactional , and application types of data
o Infrastructure health monitoring and issue prevention data
=
In-store issues • Identification of potential issues
• Proactively work to resolve
issues early
• Ensures store technology
is up to date
• Efficient distribution of system
updates & patches
• Ensures store technology
availability
Minimize service
interruption
=
End to End Vendor Management
July 30, 2014 7
Digital
Signage
In store
Servers
Sensor
Management
POS
Field Service Installation & Repair
Service
Desk
Mobility
Network POS Applications
• Single accountability /single
ownership for all store issues
• Predictive analysis &
Preventive maintenance
• Log & Trend analysis
• Issue reduction metrics
• Improved time to resolution
• Consistent release level
management
• Singular governance representation
to replace multiple vendor entities
usually managed by IT with respect
to store devices
• Centralized management strategies
with vendors to provide synergies
Lead centrally, support
regionally, using leveraged
support models with vendors
Ensures store technology
performs at top levels
Support Center
July 30, 2014 8
Service Levels Aligned with Customer Sat and Reduced Issues
Single Point of Contact
Across 8 Global Facilities
Phone, Email, Chat
Contact in Multiple
Languages
Identification of
potential issues
Incident Management
And Escalation
Contact Center & Application Support
Global Centers
• Fargo, ND
• Grand Forks, ND
• Clovis, NM
• Monterrey, Mexico
• London, England
• Chengdu, China
• Manila, Philippines
• Krakow, Poland
Ensures store
Technology is
up to date
Restore
technology
issues quickly
Implemented
communication
channels to
optimize
interactions
Continuous Innovation
July 30, 2014 9
Xerox Research Centre Canada
Fuji Xerox Research Japan
Palo Alto Research Center California
Xerox Research Center New York
Xerox Research India
Xerox Research Centre France
Innovative Spirit and Passion Still Drives Xerox
• $1.5 billion
invested annually
in R&D
• Six research
centers in the U.S.,
Canada, Europe
and India
• 10,000 active
patents, 20 U.S.
patents awarded
weekly
“The best way to predict the future is to invent it.” - Alan Kay, former Xerox PARC scientist
Retail Innovation
Retail Video Analytics
Platform and Services
Retail store video analytics
platform for tracking
customers, processes
and vehicles throughout
a retail store environment to
optimize operations
Predictive Customer Journey for Personalized Communications in Retail Help a retailer better understand their consumers, by developing predictive methods through analytics to enhance the customer purchase decision journey, increase retailers marketing efficiency, and convert higher sales.
Asset Health
Management for Retail
Develop analytical tools and
processes for assessing,
managing and predicting
asset performance in retail;
IT assets and their health as
well as all facility equipment
in a retail store.
NearMe: Contextual
loyalty-enhancing
engagement platform
Mobile, geo-location-based
solution for targeting offers
to customers through loyalty
platforms.
2014 Retail R&D Projects
Annual processed Support Center tickets for over 41,000 of our client’s stores from one of 8 global Store Support Centers
New store builds and refreshes with installation/configuration of store infrastructure, support, on-site break/fix, and preventive maintenance services
18,000
Invested in research &
development towards retail
specific innovation projects and
efforts in partnership with our
clients
Managed global devices with proactive error resolution, monitoring, patching, maintenance and administration responsibilities
450,000 1,500,000
Store Command Center Results
Millions
* Year to date through Sept. 30, 2013.
July 30, 2014 Xerox Internal Use Only 12
Benefits of Outsourcing Store Technology Management
• Support Omni-Channel initiatives more effectively
Maximizes customer experience
Consolidates technology and other assets at a centralized level
Provides an OpEx approach rather than CapEx, reduces overall costs, and increases ROI
Provides real-time, centralized control of all types of assets
Mitigates financial risk associated with technology, and non-technology issues
Reduces issues at store
Paul Wolf Vice President, Retail & Consumer Products [email protected] 972.679.7306
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