SWAROVSKI & ORACLE RETAIL MARCH 2017

Transcription

1 SWAROVSKI & ORACLE RETAIL MARCH 2017

2 MARIO HERDIN HEAD OF IT RETAIL Austrian Hospitality Industry background Joined Swarovski in to 35 Team Members at IT Retail <100 to 1,500 Own Stores at Swarovski Retail Responsibilities Retail related Hardware and Software Bricks and Mortar Team of 35 in US (Rhode Island), Austria, Hong Kong 2

3 TABLE OF CONTENTS Swarovski Group Swarovski Crystal Business Swarovski Retail Swarovski & Oracle Retail Solution & Implementation Approach Project Governance & Change Management Lessons Learned Benefits Next Steps 3

4 SWAROVSKI GROUP

5 SWAROVSKI GROUP Family Owned 3 Main Brands 2015 Revenue 3,37 beur Employees 31,000 5

6 SWAROVSKI OPTIK manufactures high precision long-range optical instruments Telescopes Rifle scopes Range finders Night sight devices. 6

7 TYROLIT is a market-leading manufacturer of bonded Grinding Cutting Sawing Drilling and Dressing Tools. 7

8 SWAROVSKI CRYSTAL BUSINESS Founded in 1895 in Austria 2,6 billion EUR Revenue 26,000 Employees Production in 7 Countries Products sold in 170 Countries Own Retail started in the late 1990ies 2,500 Stores 8

9 SWAROVSKI CRYSTAL BUSINESS

10 10 JEWELRY, WATCHES & ACCESSORIES

11 CRYSTAL & GEMSTONES Genuine gemstones and created stones in numerous sizes, colours, shapes. 11

12 BEAUTY & FRAGRANCE Our signature scent, Aura by Swarovski, is inspired by the magic of crystal. 12

13 13 HOME ACCESSORIES

14 LIGHTING & ARCHITECTURE Crystal Solutions for residential, hotel, event and retail spaces, Yachting, Dance Sport and many more. Traffic & Industry Solutions 14

15 EXPERIENCE & ENTERTAINMENT Swarovski Kristallwelten Austria Christmas Tree Star at Rockefeller Center NY 2015 Cinderella s Glass Slipper 2017 Beauty and the Beast 15

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17 SWAROVSKI RETAIL E-Commerce 25 countries B2C Bricks&Mortar Monobrand 800 Boutiques 100 Factory Outlets 400 Concessions Stores Partner Boutiques Multibrand Dealers Travel Retail Watches 17

18 SWAROVSKI RETAIL E-Commerce 25 countries B2C Bricks&Mortar Monobrand 800 Boutiques 100 Factory Outlets 400 Concessions Stores Partner Boutiques Multibrand Dealers Travel Retail Watches 18

19 SWAROVSKI & ORACLE RETAIL SOLUTION & IMPLEMENTATION APPROACH

20 WHY CHANGE A RUNNING SYSTEM? OLD POS WAS OUTDATED NO ADAPTIONS POSSIBLE REQUIRED HIGH TRAINING (DOS, LANGUAGE) & ADMIN EFFORTS (EFT, FISCALIZATION) MANUAL PROCESSES WITH WORKAROUNDS REQUIRED TO ACHIEVE GOALS CHALLENGES WITH INVENTORY MANAGEMENT NEEDED TO SUPPORT GROWTH PLANS (OPENINGS, PARTNERS, BRANDS) WANTED TO ENSURE CONSUMER WAS AT THE CENTER OF THE BUSINESS (SERVICE) 20

21 WHY ORACLE RETAIL? STATE-OF-THE ART TECHNOLOGY (JAVA + ORACLE DATABASES) COMPANY SIZE, FINANCIAL STABILITY BEST MATCH IN FUNCTIONALITY & USABILITY (UI) VENDOR SELECTION COMPLETED 2009 FOCUS MONOBRAND RETAIL ORACLE SOFTWARE SOLUTIONS IN USE MICROS XSTORE (POS) MICROS RELATE (CUSTOMER ENGAGEMENT) 21

22 ROLLOUT ES* EU EU EU EU EU MX CA WHY ORACLE RETAIL? EU AP* AP AP AP AP AP EU EU EU AP AP BR US EU Europe AP Asia-Pacific BR Brazil US United States ES Spain/Portugal * Region Pilot GLOBAL TEMPLATE & PILOT 2009/ STORES SPAIN / PORTUGAL PD INTERNAL PD EXTERNAL PILOT ASIA-PACIFIC IN 2011 ROLLOUT 30 STORES SINGAPORE / MALAYSIA 500 PD INTERNAL + 30 PD EXTERNAL 4 MONTHS RUNTIME PER COUNTRY 3 STREAMS IN PARALLEL, Q1 Q3 EACH YEAR 22

23 LIVE WITH XSTORE AND RELATE STORES WORKSTATIONS USERS BRANDS SWAROVSKI RETAIL, CADENZZA, LOLAANDGRACE FORMATS BOUTIQUES, CONCESSION STORES, FACTORY OUTLETS, PARTNERS 23 LOCALIZATION AMERICAS, EUROPE, ASIA-PACIFIC 33 COUNTRIES 20+ LANGUAGES INCLUDING THAI, KOREAN, JAPANESE, TRAD. & SIMPL. CHINESE

24 SWAROVSKI & ORACLE RETAIL PROJECT GOVERNANCE AND CHANGE MANAGEMENT

25 GOVERNANCE / COOPERATION SWAROVSKI ORACLE ITALY OPERATIONS ARE OWNED BY IT 1ST + 2ND LEVEL SUPPORT PROJECT MGT IS OUR MAIN CONTACT MODIFICATIONS, DEV 3RD LEVEL SUPPORT 25 MAIN CHALLENGES QUALITY ASSURANCE FOR MODIFICATIONS INTERNAL CROSS-REGIONAL COOPERATION AND COMMUNICATION HAS REQUIRED ESCALATIONS OCCASIONALLY. RESOURCES HAVE BEEN LIMITED OCCASIONALLY CONTRACTS!

26 CHANGE MANAGEMENT XSTORE RELATE 4 6 MINOR RELEASES EACH YEAR BUGFIXES, ENHANCEMENTS 100 CHANGES PER YEAR 1 UPGRADE PERFORMED SINCE THE PILOT NOW V5.5 RELEASES ARE ROLLED OUT ON DEMAND NOW V11 26

27 SWAROVSKI & ORACLE RETAIL LESSONS LEARNED

28 10% LESSONS LEARNED 90% STANDARDIZATION IS KEY FACTOR 90/10 APPROACH PROCESS STANDARDS VS. LEGAL/LOCAL REQUIREMENTS STAY VANILLA RATHER THAN IMPLEMENTING CUSTOMIZED PROCESSES AND MODIFICATIONS BUILDING THE VENDOR CUSTOMER RELATIONSHIP TAKES TIME & EFFORT 28

29 SWAROVSKI & ORACLE RETAIL BENEFITS

30 BENEFITS CONSUMER CENTRICITY SAME SERVICES AVAILABLE GLOBALLY CONSISTENT CONSUMER EXPERIENCE BASE FOR FURTHER GLOBAL INITIATIVES & BUSINESS DECISIONS QUICK TIME TO MARKET (LOYALTY, SEAMLESS) ELECTRONIC GIFT CARDS CONNECTED ONLINE - FRAUD PROTECTION AVERAGE EUR VALUE - PAPER GIFT CARD VS. EGC DOUBLED ALL BUSINESS CRITICAL PROCESSES AVAILABLE OFFLINE AT POS 30

31 BENEFITS PROCESSES FULLY INTEGRATED SOLUTIONS REPLACED PREVIOUS WORKAROUNDS AIRPORT STORES MULTI TAX (TAXFREE, US TAX) END OF DAY RECONCILIATION EXCHANGE RATE INTEGRATION MARKETING EVENT HANDLING LANDLORD REPORTS ALL LOCAL REQUIREMENTS ARE NOW COVERED LOCAL LANGUAGE FISCALIZATION LOCAL PROCESSES (E.G. LAYBY AUSTRALIA) 31

32 BENEFITS USER EXPERIENCE LOWER TRAINING EFFORTS 50% INTEGRATED EFT AVOIDS CONSOLIDATION ERRORS MERCHANDISE FUNCTIONALITY PRODUCT IMAGES INVENTORY BUCKETS INVENTORY COUNT / CYCLE COUNT EMPLOYEE SALES / DISCOUNTS SEASONAL SALES PRICING, SEASONAL SALES INTEGRATED WITH START/END DATE VERIFIED RETURNS TRANSFER REQUEST REPAIRS 32

33 BENEFITS SYSTEM ARCHITECTURE 1 GLOBAL INSTANCE COVERS ALL COUNTRIES, LANGUAGES, PRICES ALL RETAIL MONOBRAND STORES INCLUDING PARTNERS ALL BRANDS LOWER COST IN OPERATIONS REDUCED FROM 7 DIFFERENT POS SOLUTIONS TO 1 HARDWARE AND SOFTWARE MERGED FROM 30 LOCATIONS TO 1 CORP ONLINE AND REALTIME INTEGRATION WITH ERP (SAP BI, FI/CO, CRM, SD, ) MEETS INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL) STANDARDS 33

34 OPERATING EFFORT INTERNAL HOURS PER STORE AND YEAR OPERATIONAL COST THE ANNUAL PER-SHOP-EFFORT IS DECLINING & NOW THE SAME AS FORMER EPOS. THIS IS BRILLIANT, CONSIDERING MICROS 5TH YR VS. FORMER POS 10TH YR MORE FUNCTIONALITY & INTEGRATION HUNDREDS OF ENHANCEMENTS EVERY YEAR ONGOING ROLLOUT NEW INTERNAL ROLES & HIGH STANDARDS SECURITY MANAGER QUALITY ASSURANCE & RELEASE MANAGER ITIL 34

35 SWAROVSKI & ORACLE RETAIL NEXT STEPS

36 NEXT STEPS XSTORE ROLLOUT TO PARTNERS GLOBALLY 2017 UPGRADE TO V ROLLOUT SEAMLESS - INTEGRATION WITH E-COMMERCE C&C, C&R RELATE RELATE AS MIDDLEWARE BETWEEN XSTORE AND SAP CRM 36

37 QUESTIONS THANK YOU! Contact 37