Omnichannel Architecture - OroCRM, PimCore, Magento
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Divante is an e-business agency founded in 2008 with offices in Poland and the Netherlands, specializing in omnichannel strategies for improved e-commerce. The document highlights a significant gap between customer expectations and retailer capabilities in e-commerce, emphasizing the need for consistent offers and integration across channels. It outlines success factors for omnichannel implementation, including strategic planning and organizational engagement, along with quick wins like click and collect services.
Omnichannel Architecture - OroCRM, PimCore, Magento
- 1. BUSINESS SERVICES D IVA N T E eBusiness Agency
- 2. Who we are
- 3. About Divante • eBusiness Software House • Operating since 2008 • Over 150 people at our office in Wrocław, Poland • Office in Rotterdam, Netherlands • Clients from Europe and the US • Within your reach: 1.5h flight from London, Berlin, Oslo, Amsterdam, Paris • SCRUM methodology ensuring high quality and flexible approach to the business requirements • Case studies: divante.co/portfolio
- 4. Omnichannel
- 6. 6 Omnichannel Gap in e-Commerce Customer - 71% expect on-line stock information - 50% expect Click&Collect feature - 13% won’t visit offline store without checking product availability - 59% shipping costs affect the decision to abandon the purchase Retailer - only 32% stores offer basic c&c and stock information - only 6% don’t have integration problems between channels - shipping and returns can be solved using offline stores Customer Desires Vs. Retailer Capabilities: Minding The OmniChannel Commerce Gap, Forrester
- 7. 7 Omnichannel Gap in e-Commerce Customer - 69% expect full catalog information in offline - Save the Sale – 45% consumers are OK with ordering online when a product is not available in the shop (and if the shipment is free) - 1s of page load time lowers CR by 7% Retailer - only 32% retailers have such possibilities - only 32% retailers can save the sale - only 15% organizations can guarantee the expected performance Customer Desires Vs. Retailer Capabilities: Minding The OmniChannel Commerce Gap, Forrester
- 8. 8 Our know how 100 000 000 EUR in sales CC, E-SHOP, C&C, RWD, MOBILE Loyalty program growth E-SHOP, MOBILE, LOYALTY +46% conversion growth C&C, E-SHOP, MOBILE, CATALOGS TOP3 in Germany, SMYK Group C&C, E-SHOP, LOYALTY TOP3 in Holland C&C, E-SHOP, POS >2mln UU / mc C&C, E-SHOP, MOBILE
- 9. 9 Success factors - 70% successful e-Commerce clients have created an e-Commerce strategy at first, - You’ll need a dedicated Omnichannel manager - Board engagement is key to success because you need: - coherent pricing, returns, shipment strategy for all channels, - all offline stores have to be engaged and support Omnichannel, - a lot of trainings and coaching for all divisions. - Omnichannel transforms the whole company – it cannot be implemented only in new channels, - Be prepared that executing Omnichannel strategy properly may take time. Good news: some quick wins are available. 9 Projektowanie Portalu Wiedzy oraz eCommerce Uruchomienie Portalu Wiedzy eCommerc e: Przypadki użycia Projekty funkcjonal ne i graficzne Promocja: Portal WIedzy Stworzenie i uruchomienie sklepu w wersji 0.8 Uruchomienie sklepu w wersji 1.0 SLA (Grupa Uderzeniowa) oraz rozwój aplikacji Sklepu SLA (Grupa Uderzeniowa) oraz rozwój aplikacji Portalu Wiedzy Strategia marketingowa Wstępna promocja Portalu Wiedzy Tworzenie contentu dla Sklepu i Portalu Wiedzy Wdrożenie systemu CRM SLA (Grupa Uderzeniowa) SLA (Grupa Uderzeniowa) oraz rozwój aplikacji CRM Zapewnienie integracji SEO Promocja: Sklep internetowy Projektowanie PIM i CRM Wdrożenie systemu PIM HOSTING Marzec 2015 Kwiecień 2015 Maj 2015 Czerwiec 2015 Lipiec 2015 Sierpień 2015 Wrzesień 2015 Październik 2015 Listopad 2015 Grudzień 2015 Styczeń 2016 Luty 2016 Marzec 2016
- 11. 11 Where to start? Quick wins in Omnichannel: - Click & Collect / Reserve & Collect / Click & Collect from store stock - Omnichannel consistency – marketing /product information & offer; stocks - Cross-channel customer database – ROPO support; call center support
- 12. 12 First step – central database Way to Omnichannel almost never starts from no-channels. Integration of existing and new channels is key to success. There should be one central customer database – CRM. Order Management System – CRM or eCommerce, POS integration CRM Tools Operational Data sourcesAnalytical – Big Data CRM SMS/E-mail CALL CENTRE POS WWW Reports Prediction models Reco engine Operator deck Customer account CRM management Operational CRM E-commerce Other integrations…
- 13. 13 Second step – consistent offer All channels must have synchronized and channel-optimized information about products and stocks. ERP features rarely satisfied marketing and customer needs. PIM is a must ERP PIM E-Shop Mobile Catalogs New SKUs Vendor 1 Vendor 2 Raw Product Data Edit ReviewPublish
- 14. 14 Third step – integration Most successful retailers we have cooperated with use high-throughput ESB to maintain real-time communication. Adoption of legacy software (POS, ERP …) can be difficult. Online store B2B platform ERP / WMS PIM CRM Online store B2B platform ERP / WMS PIM CRM Mobile appMobile app ? ?
- 15. QUICK WINS!
- 17. 17 ORO CRM / ORO Commerce - CRM designed for Commerce (by creators of Magento) - MVP deployment – 1-3m - Operational & analytical capabilities - 360deg customer view - Great customization capabilities - B2B online sales features
- 18. 18 PIMCore - MVP deployment – 1-3m - Product Information Management, - Multichannel support (even Web2Print), - Multi-language support, - Full Magento integration, - Workflow based process, advanced ETL tools (filtering, content enrichment, multimedia embedding)
- 20. Thank You!