Grocery Fullforce Solution: Capgemini Unified Commerce Solution for Grocery

1© Capgemini 2019. All rights reserved |Capgemini Unified Retail for Grocery | May 2019
Capgemini
Unified Commerce
Solution for Grocery
May 2019

Today’s Presenter
Name: Reagan Boone
Title: Chief Technical Architect
Salesforce Commerce Cloud

Award-Winning Salesforce Relationship & Expertise
Most experienced Commerce Cloud partner and repeat recipient of ecosystem’s highest honors
 CloudCraze certified
resources
 Planned growth using
LYONSCG approach
2-3X more
implementations per year
than next largest partner
 2017 Global MuleSoft
Partner of the Year
 #1 Partner for MuleSoft
40%
of global implementations
in 2016 and 2017
 2017 Global Delivery Partner of the Year
 2016 Global Sales Partner of the Year
 2015 Global Delivery Partner of the Year
 #2 Partner Globally for FSL
 Deep Industry and Delivery
Expertise in Single and
Multi-Cloud Engagements
 Certified Marketing
Cloud Partner
 High attach rate with
Commerce

Unified
Commerce
Solution for
Grocery:
The Business Problem
and Opportunity

Unified Commerce Solution for Grocery
EMS/Data
Management
Platform
Merchandising
Solution/CPQ
Physical
Store/
Distribution
Webstore &
Mobile
Unified Commerce Experience

Grocery:
The Market & Opportunity
 $680B TAM in the US in 2018 – average margins in the
1-2% range.
 Today only 3% of shoppers purchase groceries online vs
27.4% of sales for apparel
 Competition: local grocers within a selling area of a few
square miles.
 Amazon acquired Whole Foods in 2017 - A “bombshell
of a deal” that catapulted Amazon into hundreds of
physical stores and fulfilled a long-held goal of selling
more groceries.
 Limited Grocery Experts: Don’t provide industry leading
platforms for CRM, Marketing, Service, and Commerce
or have a robust Ecosystem of ISV and Technology
partners to offer a complete end to end solution.
The Market:
The Opportunity:
Grocers need to compete online and differentiate
their brand with a superior customer experience on
desktop, mobile, personalization, and Service.

Grocery: Continued
eCommerce Challenges
 User Experience: Shopping online for groceries, whether
for frozen or fresh foods requires a very different user
experience than a typical B2C Retail site
 Search: Inventory that can be searched or browsed
dependent on a store location
 Delivery: Capacity is finite and it varies by store and
time of day
• Leveraging “last mile” delivery capacity requires
significant logic to reserve, release, and change
delivery slots to adjust pricing, inventory, and tax.
 Order Size: The average quantity of items per order is
much larger than typical retail sites.
• This makes it difficult for shoppers to remember all of
their items so they need an experience that helps them
find items they have ordered in the past.
• This also requires a user experience that allows a
shopper to modify orders that have been submitted but
not yet picked for delivery
MuleSoft’s Anypoint Platform™ to help grocers integrate legacy
data and applications, including point-of-sale, financial and
inventory systems, loyalty, promotion engines, etc. into an
application network. Together, the solution is intended to help
grocers increase speed to market, deliver an omnichannel
strategy, integrate systems with digital customer facing
technologies, and implement new, innovative technologies to
enhance the customer experience.

Solution
Overview

Introducing Unified Commerce Solution for Grocery:
 Grocery for Salesforce
Commerce Cloud’
 Commerce Insights
for Customer Service
 Store Content Syndication
for Marketing Cloud
 Integration with Grocery Back End
systems through Integration Cloud

 User experience optimized for
Grocery using Site Restrictions to
control the functions and
information that will be displayed.
 Configurable number of
Delivery Slots can be specified
per location with configurable time
window (i.e. 2 hours).
 Pricing and Inventory are
displayed based on the Store and
Delivery Slot selected.
 Add favorite products to the
basket before payment page.
 Able to see promotions that were
missed or partially fulfilled.
 Modify orders that were placed
but not yet delivered
 Capcha challenge based upon
number of items added to basket
(i.e. every 50)
 My Account enhancements to
provide a Shopping List to sort,
search and filter based on previous
orders
 Multiple products can be
selected to complete a recipe –
for example a Steak Oscar recipe
would allow the shopper to choose
between several options for beef
filets, several brands/sizes of
hollandaise, asparagus, and shrimp
High-Level Feature Overview
User Experience Optimized
for Grocery
Grocery Check Out
and Ordering Enhancements
My Account and
Recipe Enhancements

Store Content Syndication and additional
Marketing Cloud Enhancements
Store Content Syndication
 Enables store content managed in Commerce Cloud to
be syndicated to Marketing Cloud.
 Supermarket events and promotions leveraged for
customer journeys & transactional email.
 Provides Grocers with the ability to personalize email
based on the shopper’s preferred store or geographic
location to drive foot traffic.
Additional Marketing Cloud Enhancements
 Responsive Transactional Email Templates
 Unified Profile Center
Mobile
Customer
Desktop
Journeys
Marketing Cloud
Transactional
Email
Store Locater
Commerce Cloud
Store Content
Store Content Syndication

Commerce Insights
for Service Cloud
Agents in Service Cloud access:
 Commerce Cloud data including:
• Contents of the current basket
• Loyalty program status
• Browse & purchase history
• Wish list items
 This enables Agents to:
• Provide differentiated levels of service
• Assist shoppers with completing their purchase
• Recommend additional purchases based on commerce data

Commerce
Cloud
Marketing
Cloud
Service
Cloud
Data Feed
Active Data
via API
Einstein
DMP
POS, Social, CRM,
other Data Sources
Data Feeds Data Feed
Data Feed
Customer
Marketing
Data
Feed
Data
Feeds
Recommendations
Customer Initial Scope - Follow on Phases
Store Data Feed
Integration
Cloud

Solving the
Problem for
International
Grocer

International Grocer:
History & Brand
Our client is a well-established international grocery
chain, with emphasis on the sale of frozen foods,
including prepared meals and vegetables. They also sell
non-frozen grocery items such as produce, meat, dairy,
and dry goods.
Some Current Practices:
 "Buy One Get One Free" and Meal Deals
(a selection of products for a set price) were
common promotions in stores.
 The grocer has offered Home Delivery since the
mid-2000’s. When a customer spends £20 or more
in store, they get free same-day or next-day
delivery. Customers also get free home delivery
if they spend more than £35 online.
 The grocer offers a "Bonus Card“ that allows
customers to save money onto the card and adds £1
to the card each time a customer saves £20.

Current State
 The “Promise”
• Launched on SAP Commerce Cloud (Formerly Hybris)
in 2015
• Delivery for Online orders leverages In store Home
delivery infrastructure
• Award-winning User Experience (Winner 2017 Best UK
Online Grocer)
BUT, The Problem
 There have been recurring stability and capacity issues
with the site since launch that have only become more
frequent and disruptive to customers.
 The grocery chain has been unable to run online
promotions and email marketing activities to drive sales
due to concerns the site will be unstable and go offline
 Their Customer Service system was antiquated and was
not meeting their needs

The “NEW” on Salesforce!
Launching March 2019
 Launching on Salesforce B2C Commerce and Salesforce
Service Cloud for Customer Service
 The new Salesforce B2C site maintains the same
award-winning User Experience
 Delivery will continue to leverage In store Home delivery
infrastructure
AND
 The Salesforce B2C Site has successfully passed
performance testing and easily supports the traffic levels
that Iceland needs to grow their business in the future
and beyond.
 This will allow the international grocery chain to run
online promotions and email marketing activities they
require to drive sales growth

Timeline & Budget Savings:
Timeline in weeks
SFCC
Implementation
w/o Grocery IP
Capgemini
Grocery
Solution
5 10 15 20 25 30 35 40
Budget
 Capgemini IP established
 $250K+ in savings
 8 weeks faster than doing
it custom

Interested?
Upcoming Events:
Akshay Kumar
MuleSoft Practice Lead
akshay.a.kumar@Capgemini
.com
Justin Fort
MuleSoft Alliance Lead
justin.fort@capgemini.com
Headshot
Headshot
• Shoptalk
• March 3-6 in Las Vegas
• Joint Happy Hour
• Spring World Tours
• Connections
• June 17-19 in Chicago
• TBD: Joint Customer Event
Should be updated
https://www.capgemini.com/news/capgemini-announces-unified-commerce-solution-for-grocery/

A global leader in consulting, technology services and digital transformation,
Capgemini is at the forefront of innovation to address the entire breadth of clients’
opportunities in the evolving world of cloud, digital and platforms. Building on its
strong 50-year heritage and deep industry-specific expertise, Capgemini enables
organizations to realize their business ambitions through an array of services from
strategy to operations. Capgemini is driven by the conviction that the business
value of technology comes from and through people. It is a multicultural company
of over 200,000 team members in more than 40 countries. The Group reported
2018 global revenues of EUR 13.2 billion.
About Capgemini
Learn more about us at
www.capgemini.com
This presentation contains information that may be privileged or confidential and
is the property of the Capgemini Group.
Copyright © 2019 Capgemini. All rights reserved.
People matter, results count.

Grocery Fullforce Solution: Capgemini Unified Commerce Solution for Grocery

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