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1. BUSINESS SERVICES
D IVA N T E
eBusinessAgency

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

5. Big picture

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. 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. 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. 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
Klie
nt
SEO
Promocja: Sklep internetowy
Projektowanie PIM i
CRM
Wdrożenie systemu PIM
HOSTING
Marzec
2015
Kwieci
eń
2015
Maj
2015
Czerwi
ec
2015
Lipiec
2015
Sierpie
ń 2015
Wrzesi
eń
2015
Paździe
rnik
2015
Listopa
d 2015
Grudzi
eń
2015
Stycze
ń 2016
Luty
2016
Marzec
2016

10. Fast track to
Omnichannel

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. 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. 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. 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!

16. Open architecture

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. 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!