1. 1. Intelligent Store Platform 2012
2. 2. 1Agenda1. Introductions & Objectives2. Intelligent Store Platform - the next frontier3. Altworx Intelligent Store Platform4. Real-Time Store Applications5. Next Steps
3. 3. 2Why Altworx and Amberstone1. We Deliver the Right Information to The Right Person at the Right Time to Improve Store Performance2. We Leverage your Existing Investments We dont create a Super System3. Altworx Architecture is Flexibly Designed to Rapidly Create New Apps4. Deep Experience with Retail Technology, Applications,5. Existing Relationships with Retail Technology and Integration Partners
4. 4. 3Our understanding of your objectives:1. Use technology and information to increase sales, reduce costs, comply with policies and improve customer service2. Use data to provide information for Head Office & Store functions to plan andoperate Stores more effectively to benefit both our Customers and Organisation3. Select a vendor which can provide a total solution4. Minimise the number of different technologies and solution providers that M&S willneed to deploy in your Stores
5. 5. 4Agenda1. Introductions & Objectives2.Intelligent Store Platform - the Next BI Frontier3. Altworx Intelligent Store Platform4. Real-Time Store Applications5. Next Steps
6. 6. Next Frontier for BI is Real-Time Operational IntelligenceStrategic Data MiningHeadquarter OperationalPerformance Dashboards Statistical Business ModelingKPI MetricsResponsive ProactiveAd Hoc Real-Time O. I.Q&A OperationalReports Real-Time StorePerformance Dashboards Operational5
7. 7. Gartner Research highlights opportunity to leverage ProactiveOperational Intelligence Today, most retailers that use real-time systems do soin silos of application and/or infrastructure (i.e. CCTVand traffic counters). Retailers are starting to ask if these real-time technologies in the store should be combined to leverage assets and to gain more intelligence in the store.
8. 8. 7Gartner: Chief Goals of a Real-Time Store Platform1. Take data signals coming from disparate systems and leverage them to better determine what is happening, what will happen or what has happened in the store.2. Provide the right interpretation of these combined signals with recommended actions will require business rule and predictive capabilities.3. Know what data to keep permanently, temporarily monitor and discard, or not monitor at all. Not Big Data, but Right Data, Right Time, Right Person, Right Decision4. Testing methodology and interpretation. In Store A/B Testing5. The ability to adapt to any range of real-time signal sources in the store. Decision Time frames hourly, shift, daily, weekly, etc.
9. 9. Gartner: Comprehensive Set of Data Sources
10. 10. 9Agenda1. Introductions & Objectives2. Intelligent Store Platform the next frontier3.Altworx Intelligent Store Platform4. Real-Time Store Applications5. Next Steps
11. 11. 10Who we areAnd why we are Retail Analysis Point Applications Structured Data Technology Silos IT Development Technology Talking about itself Data Base Applications 80%+ of Data is Unstructured Video and VCA Business Function Silos Security, Building and Sensing Historical Business IntelligenceTechnologies Need for Right Information, Right Person, Facilities ManagementRight Time Consultancy
12. 12. 11Of the top four retailers in the world
13. 13. 12Three are customers
14. 14. 13Our Retail Customers
15. 15. 14Our Retail Partners
16. 16. 15Real-Time Online RetailReal-Time Store OperationalIntelligence Intelligence Capture all customer interactions Stores are a physical environment Capture customer demographicsunstructured or part structured data Capture customer historical buying Using data intelligently right information,patterns right person, right time Analyse all customer intentions- not simply bringing it all to one place Make real-time behavioural based Customer engagement Everywhere orrecommendationsOmni Channel Supply chain, logistics, stocks, LP all impact/cross impact
17. 17. 16Current Situation: Two Separate Data WorldsBUSINESS TRANSACTIONAL SYSTEMSDifferent modules (Finance, Logistics, CRM etc.)Well defined processes and transaction documents.Retrospective management Reporting and Dashboards.SENSING TECHNOLOGIESMultiple applications from BMS, Video, VCA, Access, RFID,etc. - data about what is happening with different aspectsof your business.You cannot react to this data it is changing everysecond...It also becomes dashboards
18. 18. 17Altworx Intelligent Store Platform Key Principles:1. Deliver Real-Time Operational Intelligence to improve Real-Time Store Performance2. Provide specific Business Situation Apps (Events, Scenarios) that will increase sales, decrease costs, comply to policies, and improve overall customer experience3. Capture real-time data that is relevant to each Business Situation and no more4. Recommend a concrete action to a specific person that makes a difference in real time5. Provide Operational Intelligence to Headquarters, Region, Store, Individual
19. 19. 18Business Situations (Events/Scenarios)UNDERSTAND WHAT IS HAPPENING INSIDE YOUR BUSINESSAND ACT BEFORE SITUATIONS OCCURNEW DISCIPLINE OF BUSINESS SITUATIONSALTWORX leverages technology infrastructures and combines them with theknowledge and experience of the enterprise to give a real-time view ofOperational KPIs
20. 20. Store Manager DashboardFor Store Managers: No longer have too many discrete applications Altworx pushes only the critical situations,reducing all unnecessary noise replacing theanalysis of masses of data, some of which is noeven available Web based interface, pop-up client, email, sms, POS ZONE MANAGER
21. 21. Headquarters Operations Dashboard For Head Quarters: Site to site comparison of critical KPIs escalation ofthe most critical cases One matrix, one platform for all the businesssituations known and unknown Altworx on mobile devices tablets, smartphone, HQ MANAGER
22. 22. 21Agenda1. Introductions & Objectives2. Intelligent Store Platform - the next frontier3. Altworx Intelligent Store Platform4.Real-Time Store Applications5. Next Steps
23. 23. ALTWORX BUSINESS PLATFORMAltworx Intelligent Store Platform and Apps POS Zone Proactive Management Loading Bay Areas Process Marketing Transactions Cold Storage Area Process Sales Areas Dynamic Management Lighting Managemet Active Fitting Room Environmental Management Customer LoyaltySALESBOTTOM LINESHOPPING&PROCESSENERGY / HACCPEXPERIENCEMARKETING EFFICIENCYLOSSSITE &REAL TIME ACTIONS /SECURITY PREVENTION MANAGEMENT HEADQUARTEROVERVIEWRULES(PROFIT MANAGEMENT PROTECTION) Suspicious transactions Real-time notifications Cash Room Operation HQ Escalation Store Proper Arming Dashboards & REPORTS Sensitive Stocks Operation KPI & Performance Metrics
24. 24. 23POS Zone Proactive ManagementGiving Agile Business Information not justMeasuring Queue Lengths *Up to 30% of Sales are Aborted because ofCheckout Lines Reduce Staff Costs/Improve Efficiency *source Wincor Nixdorf/IFOP
25. 25. 24POS Zone Proactive ManagementRight Information Combines Queue Length, TillStatus, Incremental CustomerFlow, Planning Systems andShopping History to predictthe most effective number oftills to open/close Improves CustomerSatisfaction Reduces Idle Time Improves Transaction Time
26. 26. 25POS Zone Proactive ManagementFood POS Zone ManagerRight PersonDepartmental Management Localsettings and KPIsStore Management Escalation and KPIsHQ Management Escalation,Benchmarking and KPIs
27. 27. 26POS Zone Proactive ManagementRight TimePredictive to have time to respondNot measuring queues withoutcontextEscalation drives effectivenessRECOMMENDED TILLSReal-Time Customer Informationusing Omni-Channel Digital Signage
28. 28. 27Active Shopper/Active Marketing App50% of Customers visited the Promotional Area 30% Purchased 60% Assistant availabilityKPI Amber Manager Informed Actionable Alerts
29. 29. 28Active Shopper/Active MarketingRight InformationKnowing where customers spend most of their time in your store, which aislesthey move throughKnowing which displays and in-store advertising campaigns attract the mostcustomers and which ones are most effectiveKnowing what the conversion rate of specific aisles and end caps is Knowingwhat times of the day most customers shopBetter still, knowing when your Store Efficiency Metrics are being compromised
30. 30. 29Active Shopper/Active MarketingRight InformationCustomer tracking systems are key formarketing product positioning etc People counting Dwell time People tracking & Heat map analysis Gender and Age recognition People counter: 14 Conversion rate analysis People counter: 14Z2 Dwell time: 680 sec/prsnZ1 Dwell time: 758 sec/prsn People counter: 7Z3 People counter: 1 Dwell time: 35 sec/prsnZ4 Dwell time: 150 sec/prsn
31. 31. 30Active Shopper/Active MarketingRight PersonDepartmental Management local settings and KPIsStore Management Escalation and KPIsHQ Management Escalation, Benchmarking and KPIsMarketing and Merchandising Heat Maps, Dwell Times
32. 32. 31Active Shopper/Active MarketingRight TimeRetrospective analysis of Customer Behaviour for future planningActionable Notifications based on VCA and associated store dataActionable Information for Regional Managers
33. 33. 32Active Fitting Room App *The Two Most Significant Pinch Points for Customer Satisfaction arethe Checkout Areas and the Fitting Rooms An Invaluable Source of Business Intelligence* Source the BRC
34. 34. 33Active Fitting Room AppRight InformationCombines Queue Length, Available Fitting Rooms, Dwell Time, Garment Numbers, Customer Count andShopping History for resource planning and Real Time Customer Satisfaction AssistanceRetrospective Analysis for future planning based on- Assistance Responses- Dwell Times- Garment In/Out and Conversion Rates- SecurityStock AvailabilityIn Cubicle Screens for- Call Assist- Marketing- Link Sell/Upsell- Omni Channel
35. 35. 34Active Fitting Room AppRight PersonEfficient and Directed Customer AssistanceDepartmental Management Proactive Customer AttentionStore & HQ Management Escalation and KPIsMarketing Cubicle Usage and Customer BehaviourLoss Prevention & Property Services
36. 36. 35Active Fitting Room AppRight TimeRetrospective analysis of Customer Behaviour for future planningActionable Notifications based on Customer Activity and associated store dataEscalation drives effectivenessCustomer Information using Omni-Channel applicationScheduled Loss Prevention and Cleaning Checks
37. 37. ACTIVE SHOPPING APPS36 POS ZONE PROACTIVE MANAGEMENT ACTIVE SHOPPER/ACTIVE MARKETINGACTIVE FITTING ROOMA 360 view of Customer Shopping BehaviourCombine with other Sales Data, RFID etc. tocreate an Omni Channel
38. 38. Altworx Intelligent Store Platform and Apps POS Zone Proactive Management Loading Bay Areas Process Marketing Transactions Cold Storage Area Process Sales Areas Dynamic Management Lighting Managemet Active Fitting Room Environmental Management Customer Loyalty SALES BOTTOM LINESHOPPING & PROCESSENERGY / HACCPEXPERIENCE MARKETINGEFFICIENCYLOSSSITE &REAL TIME ACTIONS /SECURITY PREVENTION MANAGEMENT HEADQUARTEROVERVIEWRULES(PROFIT MANAGEMENT PROTECTION) Suspicious transactions Real-time notifications Cash Room Operation HQ Escalation Store Proper Arming Dashboards & REPORTS Sensitive Stocks Operation KPI & Performance Metrics
39. 39. 38Energy Process Management AppsSmart Metering, Energy Management, Initiatives Are all Affected by Workflow Disruptionand Staff Behaviour From Blinking Displays No-one Really Notices To Compliance/Energy Cost Driven Process Management
40. 40. 39Energy Process Management AppsRight InformationEnergy management KPIsMeasuring the Processes that affect Energy ConsumptionIdentifying process violations that will negatively impact Energy Consumption
41. 41. 40Energy Process Management AppsRight PersonStore Plan A ChampionStore Team AwarenessStore Management Escalation and KPIsHeadquarters Escalation, Benchmarking and KPIsRight TimeAs Situations are DevelopingRetrospective Dashboards for Review and Benchmarking
42. 42. 41 situationENERGY WASTAGE AT FREEZER MEAT!COLD STORAGE AREAS PROCESSTOO LONG ACTIVITY WITH NO OPERATIONAL REASON OPERATIONS CancelMore DetailsCOLD STORAGE AREA PROCESSACTUAL TRENDGENERALCOMPLIANT NONCOMPLIANT COLD STORAGE OPERATIONAL ACTIVITES AT FREEZERS [time]61%39% AREA PROCESSOPERATIONAL ACTIVITES AT FREEZERS [situations]42%58% FREEZER FREEZERFREEZER FREEZER FREEZERFREEZERFREEZER1 KPI/BUSINESS IMP 2 3 4 DURATION 5NUMBER67ADDITIONAL COSTS FOR ENERGY 240h157sitLOADING BAYFOOD CONTAMINATION RISK (WRITE-OFFS) 80h59sitAREA PROCESSvegetablesfishmeat poultryporkbeefstockADDITIONAL COSTS & WRITE OFFS 139h158sitCHECK ACTIVITY ATFREEZER MEATFRESH FOOD MANAGER BACK-of-HOUSE WORKER
43. 43. Altworx Intelligent Store Platform and Apps POS Zone Proactive Management Loading Bay Areas Process Marketing Transactions Cold Storage Area Process Sales Areas Dynamic Management Lighting Managemet Active Fitting Room Environmental Management Customer Loyalty SALES BOTTOM LINESHOPPING & PROCESSENERGY / HACCPEXPERIENCE MARKETINGEFFICIENCYLOSSSITE &REAL TIME ACTIONS /SECURITY PREVENTION MANAGEMENT HEADQUARTEROVERVIEWRULES(PROFIT MANAGEMENT PROTECTION) Suspicious transactions Real-time notifications Cash Room Operation HQ Escalation Store Proper Arming Dashboards & REPORTS Sensitive Stocks Operation KPI & Performance Metrics
44. 44. 43Profit Protection Management Apps Security Systems Technology Has Improved ExponentiallyBut the Losses Suffered byRetailers Continue
45. 45. 44Profit Protection Management AppsRight InformationSecurity Systems are Installed for a Specific Purpose and any change can Compromise that Purpose andaffect Compliance, Insurance etc.Configuration Changes are, Typically, InvisibleContextual Information enables Appropriate ResponsesTransactional Data Analysis in Real Time and Retrospectively
46. 46. 45Profit Protection Management AppsRight PersonIncident Reporting to Local Management and Store GuardsStore Management for Escalation and KPIsHeadquarters for Escalation, Benchmarking and KPIsRight TimeAs Situations are DevelopingRetrospective Dashboards for Review and BenchmarkingFrom passive and foggy we recorded it, hopefully and after the event investigation To ReactiveProfit Protection Management
47. 47. Business Situation Real-Time Alert SystemNO NEED TO PULL INFORMATION FROM YOUR MULTIPLE SYSTEMS AND FOLDERSALTWORX DELIVERS THE SITUATION ONLY WHEN IT OCCURS!! 13 2 1 CUSTOMER ENERGY LOSSENGAGEMENTLOGISTICSMANAGEMENTPREVENTION
48. 48. 47Business Situation Real-Time Alert SystemSuspicious Activity in Sensitive Stock 1 3 21 0:00 1:00CUSTOMER ENERGY LOSS SERVICELOGISTICS MANAGEMENTPREVENTION
49. 49. Altworx Intelligent Store Platform and Apps POS Zone Proactive Management Loading Bay Areas Process Marketing Transactions Cold Storage Area Process Sales Areas Dynamic Management Lighting Managemet Active Fitting Room Environmental Management Customer Loyalty SALES BOTTOM LINESHOPPING & PROCESSENERGY / HACCPEXPERIENCE MARKETINGEFFICIENCYLOSSSITE & REAL TIME ACTIONS /SECURITY PREVENTIONMANAGEMENT HEADQUARTER OVERVIEWRULES(PROFIT MANAGEMENT PROTECTION) Suspicious transactions Real-time notifications Cash Room Operation HQ Escalation Store Proper Arming Dashboards & REPORTS Sensitive Stocks Operation KPI & Performance Metrics
50. 50. 49Customer Locator and Omnify Customer Loyalty Cards and Smart Phone Apps Increase Sales Opportunities From Multi-ChannelTo Omni Channel
51. 51. 50Customer Locator and OmnifyRight InformationKnowing when customers are in store (VIP, Target, General)Knowing their buying habits and preferencesAligning with Store Resource and Stock Availability Flash SalesEnhancing the 360 Experience RFID Enabled
52. 52. 51Customer Locator and OmnifyRight PersonDepartmental Management Sales, Up-sales, Link SalesStore Management Customer AttentionHQ Management Marketing, MerchandisingStaffCustomer
53. 53. 52Right TimeAs They Enter the StoreAs they Click to CollectAs they Order OnlineOut of Hours
54. 54. 53Why Altworx and Amberstone1. We Deliver the Right Information to The Right Person at the Right Time to Improve Store Performance2. We Leverage your Existing Investments We dont create a Super System3. Altworx Architecture is Flexibly Designed to Rapidly Create New Apps4. Deep Experience with Retail Technology, Applications,5. Existing Relationships with Retail Technology and Integration Partners
55. 55. Where You Spend MoneyWhere You Make MoneyVideoManagementLogistic Security Cash RoomVideoVerification Contractors Stocks Incident ReviewCustomer SatisfactionEnergy Alarm ManagementStore OperationsSafety and Security POS Incident SLA Customer BehaviourPOS Area Insurance Compliance ALTWORX Marketing
56. 56. Intelligent Store Platform 2012