2. CROSS CHANNEL
RETAILLING

3. Retailers Face challenges today
Parking issues Traffic issues Competition
Faster pace of life
Higher Rental Costs Security issues Tendency to Lower investment

4. What do Businesses want
• Businesses want to reach
customers and carry out Retail
through new multiple channels
• Businesses want to provide
customers with common business
processes and a unified
experience across channels and
touch points

5. Retailers Must Engage Customers Through More Channels
Mobile
Social
Outlets - Stores
Call Center
Online Store

6. Existing Channels Only Support Isolated Processes
Price
Offers &
Discounts
Orders
Data

7. Reasons Why Companies Need ‘Cross Channel’
• Companies must engage with customers
across more channels and touch points
• The existing channels only support isolated
processes, requiring duplication
• These isolated channels dramatically
increase integration expense
• CRM and loyalty are not leveraged by today’s
cross-channel customer journeys
• Frustrated customers lead to lost wallet share,
loyalty and revenue

8. Isolated Channels Dramatically Increase Integration
Expense
• Integration of end-to-end processes spanning multiple
systems
• Replication of business logic and rules across channels
• Replication of business process across channels
• Replication of data across channels
• Replication of business planning and management across
channels
$
• Investment in multiple middleware systems and
technology stacks

9. Frustrated Customers Lead to Lost Wallet Share,
Loyalty and Revenue
59%
of multi-channel customers
switch vendors after a single bad
experience
50% $300 Billion
customers dissatisfied with Revenue lost by enterprises in 16 key
cross-channel experience global Revenue lost by enterprises in 16
key global due to customer frustration

10. Customer Journeys and the role of different channels
Research Shop Buy Pickup Services
Visit Diff
Outlets Stores
Visit outlet revisit store
Delivery /
Online Comparison Product Details Buy Online Pickup @
store
Share Troubleshoot
Social Fan Club Read Reviews
Experience communities
Browse
Mobile Catalog
Product info Buy Online
Call Center info Chat Place Order Support / CC

11. Business Want a Solution That…
• Leverages customer information from
all channels and systems
• Manages interactions across all
channels
• Unifies commerce, merchandising,
marketing, and service across all
channels
• Provides personalized, consumer
experience across all channels
• Integrated to supply chain
management, and order
orchestration and fulfillment
• Enables management of the entire
process from their known retail
solutions with no need for extra force or
trainings

12. • Deliver cross-channel sales, marketing, service and
loyalty
• Lower Costs of Customer Engagement
• Provide cross-channel merchandising, pricing and order
capture
• Support integrated order orchestration, order
management, order fulfillment, and intelligent supply
chain management
• Enables multi channel retail management from single
administrative point
• Reduce time to market for new products and services
• Deliver seamless cross-channel consumer experience
• Enable next-generation, integrated self-service channels

13. Cross Channel enabling

14. DID YOU
KNOW

15. *Internet world Stats

16. *Stats
• 35 years and below are spending min of 2 hrs online a day
• The top 2 Facebook countries in the Middle East and North
Africa in terms of users – Egypt (12MM), Saudi Arabia (5MM)
• 72% of smartphone owners in Egypt, Saudi Arabia, and the
UAE are less than 34 years old
• 73% of smartphone owners in Egypt, Saudi Arabia, and the
UAE don't leave home without their devices
30 Million 13 Million
Egypt
KSA
Internet users for June/12, 35.6% penetration Internet users as of Dec/11, 49.0% penetration
12 Million 5.5 Million
Facebook users on Sept 30/12, 14.1% penetration Facebook users on Sept/12, 20.9% penetration
*Internet world Stats

17. *Internet world Stats

18. Mobile Retail
Geo-Tagging
Push Notification
Segmentation

19. Social Retail
Customer Profiling, Segmentation and Social Branding

20. Integration Points
• Products Catalog
• Inventory Details
• Customers Details
• Orders
• Customer history
• Payment options (gift cards, etc.)
• Discounts - Offers
• Loyalty points

21. Showcase
,, www.mobica.net
The biggest office furniture
,, www.gamvevalley.com
The biggest games retailer in the
manufacturer in the region
region
,, www.truebazaar.com
An online bazaar that sells
Egyptian antiques
,, www.samirandaly.com
The biggest stationary retailer in
the region

22. Case Study
Game Valley
Game Valley is the biggest game retailer in the middle
east with over 14 outlets in Cairo only.
Market Egypt
Industry Games
Challenge User
experience, Marketing, Promotion, unified shopping
experience, and creating more retailing channels
Solution Results
Online Store, Mobile Store, and Facebook Thrilled Customers = 130% Growth
Store By using a highly flexible unified multi-channel
Game Valley created a unified multi-channel retailing platform to change the way the games
retailing platform that captures the unique business works, Game Valley experienced extra
essence of their brand, and replicates an in- big success very quickly in only 10 month
store experience.

23. Best eBusiness Solution in Egypt
Award 2007
Nominated for Best eBusiness Solution
World wide 2007
Best eBusiness Platform in Egypt 2010

24. NOW YOU
KNOW

25. Thank you