Collection of projects

1. 2
-32%
App Bounce Rate
+6%
Conversion
Open Reply skillfully
navigates multi-territory
client organisation and
agency roster, to create 5%
uplift in mobile ecommerce
sales, and decrease app
bounce rate by 32%

2. 5
MONSOON
‣ Belgian international food retailer with presence in 7
countries and 3 continents
‣ Top 3 grocery retailer in Belgium
‣ In 2014, poor customer experience on iOS and Android
impacts negatively on stated mission to deliver the easiest
shopping experience with the best value for its customers

3. 6
‣ Open Reply hired to rebuild mobile app, working
with complex multi-country client organisation,
plus a design agency
‣ Required sensitive, patient and acute listening
skills to ensure that the project progressed
efficiently

4. 7
‣ Technical assessment and experience in Hybris API
implementation and mobile user experience critical during
requirement definition phase
‣ Open Reply organised workshops that gathered UX (Open
Reply), UI (from Delhaize’s creative agency), business and
technical teams during the requirement definition phase
‣ Open Reply also supported the Delhaize team in writing
requirements and assessing quality of UI designs

5. 8
‣ Open Reply worked closely with the Delhaize IT, Digital
and Hybris teams, following an agile methodology
‣ Ensured that features with highest business impact
were prioritised and delivered in an iterative way that
met business requirements
‣ Not only improved product quality throughout project
lifecycle, but led to improved client satisfaction
‣ New app that went live in 2015 had such good results
and positive user feedback, that Delhaize is growing its
mobile team to handle more mobile projects

6. 9
AFTER 5 MONTHS
+6%
Conversion
+10%
Visits
-32%
App Bounce Rate

7. 2
Open Reply cleans up inconsistent
web experience, resulting in
increase of 158% measurable
offline purchases
DUNLOP.EU
4
Brands
30
Localised Websites
+158%
Conversion

8. 5
MONSOON
‣ Goodyear Dunlop one of 4 key global players in
the tyre industry
‣ Very little digital consistency across EMEA
historically
• 30 disparate countries and regional
websites, with operational inefficiencies
and unclear brand messaging
• Underlying technology did not support
region-wide optimisation
DUNLOP.EU

9. 6
Laying the foundations
‣ Blueprint architecture deployed for Content
Management System, granting central and
local editors independence for maintenance of
websites
‣ Rolled out on Tridion SDL and Adobe
Experience Manager
‣ Single code base underpinning

10. 7
The marketing contribution
‣ Promotional vouchers redeemed at the
dealers tracked back to website engagement
‣ Results reporting redesigned to allow for
easier identification of overperforming/
underperforming activities
‣ Third-party integration aligned with needs of
marketing campaigns and SEO
‣ Code libraries and tutorials designed for
markets to better integrate local agencies

11. 8
Where the rubber hits the road
‣ After less than a year, Goodyear took control
of 4 brand websites, each localised for 30
countries and better served for delivering
consistent campaigns
‣ Key seasonal campaigns could be executed in
2 months instead of 6
‣ Overall, renewed website structure increased

12. 9
H1 2015 RESULTS
4
Brands
30
Localised Websites
+158%
Conversion

13. 6
MONSOON
Well-established British womenswear
retailer, with a premium range that
spans sophisticated evening to
casual day wear
MONSOON.CO.UK

14. 2
The classic British high street brand that
embraced mobile early on to increase
ecommerce sales by 27% in 2015.
MONSOON.CO.UK
+18%
Site Visits
+39%
Revenue
+27%
Conversion
+51%
Transactions

15. 7
The shift to mobile
• Monsoon quick to recognise shift in customer online
engagement from desktop to mobile/ tablet
• Open Reply designed a multi-platform ecommerce
site, and streamlined operational processes to
reduce ongoing costs
• Optimised conversion rates via web analytics and
usability testing
• Implemented via split testing

16. 8
Rapid changes and updates
• Delivered 10 major releases since
2012 in strict release windows, whilst
grappling with a legacy platform and
demands from multiple stakeholders
• Since the launch of new tablet site in
October 2014, Monsoon has
witnessed a dramatic uplift in
conversion rates, and positive
feedback from customers who found
the online tablet experience effortless

17. 9
9
+27%
Conversion
+39%
Revenue
+18%
Site Visits
+51%
Transactions
Omnichannel customer experience driven by
mobile first approach from 2015 onwards

18. 2
Open Reply sold 1 million Tesco Hudl
tablet in 2014, with 200,000 unwrapped
on Xmas day alone
1m
Sold
200k
Unwrapped

19. 3
‣ Hudl tablet designed as consumer hub for Tesco services in 2013
‣ Open Reply customised the Operating System, updating Open
Source core of Android 4.2 and 4.4 for the hardware and brand
design, coordinating with Chinese manufacturer and Google
Android team
‣ Open Reply developed Over The Air (OTA) update solution that
distributes updates of tablet OS and apps, as a premium
experience
‣ The device, delivered in 9 months, sold more one million units in
2014, and still selling strong
‣ The OTA solution delivered 40 terabytes of updates on Xmas day
as 200,000 tablets were unwrapped
200k
Unwrapped
1m
Launch

20. 5
‣ Hudl, an Android tablet, designed to
fend off digital competition from
Amazon and Google
‣ Tablet designed as a hub for consumer
Tesco services, allowing direct sales and
access to branded content

21. 6
‣ Open Reply engaged to advise on everything
mobile, and deliver the software running the
device
‣ In 9 months from inception to instore launch,
Open Reply led the development process,
before supporting the device evolution
‣ Open Reply identified the need for an Over
The Air (OTA) update solution to distribute
software updates, and built and managed the
update infrastructure

22. 7
‣ Worked directly with Chinese manufacturer, managing repo/
git code repository of Android's codebase and updating the
Operating System to Tesco's vision
‣ 40+ core Android components modified, and 6 custom apps
designed and developed
‣ Automated build system provided testing team with
continuous deploys to accelerate dev/test cycles
‣ Cloud-based OTA built on Open Reply custom infrastructure
to support go-live deadline, and later migrated to Microsoft
Azure
‣ Operating System expanded to provide Tesco with advanced
level of reporting, to allow collection of anonymised data to
better understand usage patterns issues

23. 8
‣ More than 1,000,000 devices sold in the first year, with 50% of
the devices used weekly one year after purchase
‣ Open Reply contribution ensured that Christmas deadline was
met: 200,000 devices unwrapped on Christmas morning alone
‣ Our infrastructure delivered 40 terabytes in the UK (20 in the
London Area), and our Content Delivery Network was glitch-free
‣ Millions of secure data collected, which drove evolution of the
device
‣ Some covert hardware issues identified thanks to big data
approach (memory leak in the camera driver being a major one)
‣ Tesco Services on Android devices enjoyed a +400% uptake in
first 4 months

24. 2
O2 Ireland enlisted our expertise to
extend their existing Hybris eCommerce
site and make it mobile. We designed the
entire site to ensure that mobile customers
were engaged and fully satisfied, ensuring
their journey was as personal as possible.

25. 2
GETAWAY uses Skyscanner API to find the best
weekend flight deals from London across Europe, as
well as providing users to book flights around the world.
OPENREPLY.CO.UK/GETAWAY