DEPTH MAKES A DIFFERENCE OMNI CHANNEL : The New Normal

Omni-channel retailing has become the norm where customers demand consistency and convenience no matter which channel they frequent. – Forrester Consulting paper According to a survey conducted by A.T. Kearney, 55 % shoppers said they engage via both online and physical touch points throughout their shopping lifecycle 71% of omni channel customers expect to view in-store inventory online, while 50% wish to buy online and pick up in-store – Forrester TLP 89% of shoppers want retailers to offer the convenience of shopping for products across any preferred channel – Accenture Seamless Retail Study 80% of store shoppers check prices online, and a third of them use mobile to access information from inside the physical store – MIT Technology Report Growing Importance of Omni-channel Retailing Multiple customer touch points More Evolved shopper Customer expectation for consistent buying experience Advancing technology Increased Competition Single ChannelMulti-ChannelCross-ChannelOmni-Channel

Single View of Customer across Channels Inventory Visibility across channels Seamless Order Fulfillment Omni-channel Redefined Seamless Consistent Personalized  BUSINESS 

Today’s Consumer decides the channel he wants to use at any given point in time Retailers must enable their businesses to serve this consumer. Adopting Omni Channel Strategy Customer Experience Innovation in Digital Channels Mobile First E-Commerce Market place integrations Social Media Commerce Inventory Visibility Global inventory visibility Reducing the possibility of out-of- stock situations Optimize inventory, cycle times & storage costs Shorter lead times Order Fulfillment Order visibility across retail value chain On-time order delivery & commitment Efficient order fulfillment systems Easy and visible order returns and exchanges

Silos and legacy systems make it significantly complex to realize the Omni-channel imperatives. of retailers have only operationalized basics such as store pickup, cross-channel stock visibility and store-based fulfillment of shoppers demand visibility of in-store inventory to enable them to check products online before visiting the store Customer Silos Operational Silos Legacy System Silos Challenge 1/3 rd 42%

Helping a world leading retailer deliver superior customer experience An efficient cross-channel order fulfilment system for drive-through deliveries from store and warehouse Created a single customer repository with real time integration to deliver a 360 degree view of the customer Extending leading Indian beauty retailers business to digital channels Extend leading Indian store-led retailer to web and mobile commerce channels Built a complete analytics solution encompassing Customer, Operational, Sales and Web Analytics to provide deeper insights into business, operations and customers Customer 360 degree | Mobile Engagement | Cross-channel Order Fulfilment Success Stories

Retailers need to define their omni-channel strategies based on In Conclusion An omni-channel presence is no more a good-to-have strategy, but rather an imperative to sustain growth and thrive in the tough retail landscape. Product & SegmentExisting Market Position Scale

Sonata Software has a track record of powering brick and click led business transformation initiatives for some of the most well-known Retail enterprises across the globe. We specialize in applying technologies such as Omni-Channel Commerce, Mobility and Analytics to enhance customer engagement for Retailers. Thank you… Do visit us at our booth By: Ananth Padmanabhan Head – Asia Business Sonata Software