A"La"Carte"Store"

TransformationSelling'and'Service

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Selling,'service,'and'fulfillment.Some"things"are"just"better"together.

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Why"A La"Carte?No"two"brands"are"alike."And"no"two"store"transformation"efforts"are"identical."Your(next(steps(depend(on(a(variety(of(factors:• Strategic(priorities

• ‘Squeaky(wheel’(issues

• Customer(profile(and(channel(behavior

• Product(mix(and(retail(category

• Store(layouts(and(footprint(variety

• Current(technology(and(planned(investments

• Brand(and(culture

New(store(processes(and(systems(aren’t(actually(as(monolithic(as(they(might(seem.The(following(slides(outline(different(use(cases(involving(modernized(store(processes(and(technology(that(you(could(implement(as(part(of(your(store(transformation(roadmap.

Selling"and"

Service

Inventory"and

Fulfillment

Use"Cases:"Options"Abound

Fixed"POS"Replacement

Mobile"POS"

and"Clienteling

Standalone

Clienteling

Mobile"

SavePthePSale

mPOS"for"

PopPUp"Stores

Mobile"POS"Integrated"

with"Legacy"POS

Online"Order

Servicing

RealPtime"inventory"

management

Ship"from"Store

Buy"Online,"

Pickup"in"Store

Ship"to"Store

Same"Day"

Delivery

ALSO"AVAILABLE:

Fixed"POS"Replacement"

When"it"makes"sense Benefits Caveats

Existing hardware/software reaching"

end"of"life

Legacy"system cannot"support"

omniPchannel" initiatives

Security"vulnerabilities"with"endPofPlife"

Microsoft"Embedded"POSPReady"

operating"system

Legacy"system"cannot"support"

secure/mobile"payment"requirements

Cost"of"continued"maintenance"of"

legacy"system"higher"than"

replacement"cost"(+"additional" sales"

from"new"capabilities)"over"the"next"5"

years

Existing"systems"are"impeding"

customer"experience"and"revenue"

opportunities

Store"network"is"small"or"a"subset"of"

stores"can"be"upgraded"at"a"time

Opportunity(to(leverage(technology(

common platform(across(channels

Modern(architecture/security

ConsumerPgrade(application(interface(

results(in(reduced(training(time

Ability(to(conduct(omniPcart(

transactions((in(store(and(online(

purchases(as(a(single(transaction)

The(next(generation(retail(POS(will(be(

based(on(an(operations(platform(that’s(

shared(across(channels—most(

commonly(this(platform(is(centered(on(

an(enterprise(order(management(

system

Make(a(large(rollout(easier(to(manage(

via(a(staged(replacement—either(by(

region,(or(by(capability

Mitigate(training(and(change(

management(hurdles(by(leveraging(a(

solution(that(offers(a(consistent(

interface(across(POS,(mobile(POS,(

clienteling(and(store(operations(

functions

Selling"and" Service

Fixed"+"Mobile"POS"(+"Clienteling)

When"it"makes"sense Benefits Caveats

(See rationale"for"fixed"POS"

replacement)

Our"current"or"future"store"layout"will"

continue" to"have"a"cash"wrap,"but"we"

will" have"fewer"registers"and/or"the"

cash"wrap"will" be"less"prominent.

We"are"transitioning" from"a"cash"

wrapPbased"model"to"a"completely"

mobile"model,"but"will"make"the"

transition"in"stages."Some"of"our"

stores"(like"our"flagships)"will"

continue" to"have"some"cash"wrap"

presence.

We"need"mobile"capabilities"to"

address"heavy"traffic"periods"– and"

need"a"consistent"user"interface"to"

decrease"learning"curve.

We"need"to"overcome"the"challenge"

of"managing"multiple"applications" to"

support"these"use"cases

All(the(benefits(of(fixed(POS(

replacement,(plus…

Line(busting capabilities(for(peak(traffic(

periods

Ability(to(include(clienteling(capabilities(

on(the(mPOS(device((as(well(as(fixed)(

so(customers(can(browse(product(

information(shoulderPtoPshoulder(with(

associates

Ability(to(offer(customers(fluid(

interactions(with(store(associates(from(

the(store(floor(to(the(cash(wrap(with(

the(option(to(close(the(sale(at(any(point(

inPbetween

Flexibility(to(implement(different(

configurations(of(fixed(vs.(mobile(POS(

based(on(store(layout

Staged(introduction(of(capabilities(

allows(for(risk mitigation(and(easier(

change(management

First(establishing(a(common(

operations(platform—typically

associated(with(enterprise(order(

management(systems—allows(for(a(

more(consistent(and(seamless(set(of(

capabilities

Selling"and" Service

Mobile"POS"(+"Clienteling)"Alongside"Legacy"POS

When"it"makes"sense Benefits Caveats

Legacy"system"is"a"tenable"backup"

solution for"checkout"in"exception"

scenarios

Legacy"POS"does"not"need"to"be"

replaced,"but"we"want"to"extend"

customer"engagement"and"

transactions"beyond"the"cash"wrap

Not"all"stores"will" have"adequate"WiP

Fi"coverage"to"support"mobile"in"the"

near"term

We"want"to"pilot"mPOS,"omniPcart"

and/or"clienteling"capabilities"without"

disrupting"existing"system"

infrastructure

We"think"we"can"improve"customer"

service"and"units"per"transaction"if"

we"can"engage"the"customer"on" the"

floor"with"mobile

Line(busting capabilities(for(peak(traffic(

periods

Ability(to(include(clienteling(capabilities(

on(the(mPOS(device(so(customers(can(

browse(product(information(shoulderP

toPshoulder(with(associates

Flexibility(to(implement(different(

configurations(of(fixed(vs.(mobile(POS(

based(on(store(layout

Paves(a(path(for(legacy(system(

replacement

Low(risk(of(disruption to(business

Ability(to(enable(savePthePsale(and(

endless(aisle(capabilities(without(

expensive(modifications(to(the(legacy(

system,(while(also(not(creating(a(siloed

customer(experience(for(online(

purchases.

Scenarios that(require(switching(

between(mobile(and(fixed(devices(can(

create(poor(customer(and(associate(

experiences

mPOS(system(should(have(the(ability(

to(integrate(with(any(legacy(POS—

providing(greater(flexibility(for(eventual(

replacement(of(legacy(system

EnsuremPOS(and(clienteling(

capabilities(are(based(on(an(enterprise(

operating(platform(to(better(position(

systems(for(future(legacy(replacement

Selling"and" Service

Standalone"Clienteling

When"it"makes"sense Benefits Caveats

Our"highPtouch and"highPservice"

environment"requires"digital" “black"

book”"capabilities"to"increase"

customer"engagement"and"retention

Our"checkout"process"does"not"

require"a"personalized"experience,"

because"our product"mix"is"too"

varied^"personalized"experiences"are"

best"implemented"within" specific"

areas"of"our"store

We"need"to"increase"engagement"

with"customers"in"a"measured,"

testable"way"that"won’t"disrupt"other"

aspects"of"store"operations

We"want"to"‘dip"our"toes’"in"highP

touch"selling"without"making"

wholesale"changes"to"our"store"

experience

No(disruption(to(existing(POS(system

Drives(proactive(customer(outreach

Allows(for(a gradual(introduction(of(

personalized experiences(to(the(brand

Simple(way(of(surfacing a(360° view(of(

customer and(network(inventory(data(

to(store(associates(to(increase(basket(

value(

For(luxury/fashion(brands,(standalone(

clienteling(creates(a(more(scalable,

modern(replacement(for(existing(

manual(“black(book”(processes

Checkout(process(can(devalue(the(

seamless,(personalized(experience(

initially(exposed(to(the(customer,(as(

the(transaction(requires(manual(steps(

to(reenter(customer(and(product(

information

Multiple,(disparate(selling(systems(in(

the(store(creates(a(training(and(change(

management(challenge(among(store(

associates

Selling"and" Service

Mobile"SavePthePSale

When"it"makes"sense Benefits Caveats

StockPouts in" the"store"are"creating"

opportunities" for"competitors"

(particularly"purePplay"online"

retailers)"to"take"sales"and"customer"

loyalty

We’re"missing"an"opportunity" to"

increase"average"order"value"and/or"

avoid"lost"sales"if"the"extended"

assortment"online" isn’t"made"

available"to"the"store"customer"

wherever"possible

Our"regional"store"assortments"are"

different"enough" that"we"need"to"sell"

network"inventory"to"avoid"

markdowns

Our"POS"replacement"(with"omniPcart"

capabilities)"is"still"a"longerPterm"

plan," and"we"need"a"short"term"

solution" to"address"lost"sales"in"

store

Better customer(experience(versus(

selfPservice(web(kiosks

Allows(store(associates(to(browse(

online catalog(with(the(customer(and(

(depending(on(capabilities(of(the(

device)(close(the(sale(on(the(store(

floor—reducing(risk(of(customer(

walking(out(empty(handed

Improves(network(inventory(sales

Creates(a(viable(shortPterm(solution(for(

addressing(lost(sales(due(to(limited(inP

store(assortments/stock(levels

An additional(inPstore purchase(

requires(a(separate(POS(transaction,(

introducing(friction(to(the(transaction(

(as(with(kiosks)

No(viable(way(to(link(inPstore(purchase(

to(the(online(order(to(help(drive(better(

customer(service(via(a(holistic(view(of(

customer(interactions

Two(separate processes(and(

technologies(for(store(associates(

creates(learning(curve(and(end(user(

adoption(issues

Selling"and" Service

mPOS"for"PopPUp"Stores

When"it"makes"sense Benefits Caveats

Temporary"and"seasonal"stores"

require"a"lightweight" mobile"POS"

deployment"for"faster"setup

Temporary nature"of"the"store"

requires"lower"cost"hardware

A(tablet(or(handheld(device(can(be(

used(in(either(a(mobile(or(cash(wrap(

scenario((using a(stand(and(wireless(

cash(drawer)

Mobile(POS(options(help(convey(a(

sense(of(immediacy and(closeness(

that’s(consistent(with(the(pop(up(store(

ethos

Mobile(POS(by(nature(requires(less(

infrastructure((hardware(and(software)(

to(bring(new(locations(online

Cloud(deployments(allow(for(rapid(

rollout

WiPFi/wireless(broadband(access(in(a(

temporary(environment(must(be(

permitted/feasible

Selling"and" Service

Online"Order"Servicing

When"it"makes"sense Benefits Caveats

Customers"want"to"return/exchange"

or"inquire about"online"orders"in"the"

store,"and"our"existing"POS"can’t"

provide"this"capability

We"aren’t"yet"ready"to"replace"the"

legacy"POS"and"don’t"want"to"

implement"a"fullyPfeatured"mPOS"

capability"until"we’re"ready"to"replace"

the"legacy"system

We"need"something"that"is"suitable"

for"store"associate"use,"rather"than"

simply"extending" the"ecommerce"site"

into" the"store"(which"would"offer"

minimal"benefit"over"the"

webstore/mobile"app)

Improves the(‘connective(tissue’(

between(online(and(inPstore(

experiences(without(taking(on(a(

significant(systems(project

Implementing a(solution(purposePbuilt(

for(the(store(will(allow(for(better(end(

user(adoption(and,(ultimately,(a(better(

customer(experience(versus(extending(

the(ecommerce(site

Complexitymay(not(be(significantly(

lower(than(implementing(an(overPtheP

top(mPOS(solution(with(omniPcart(

capabilities

As(with(standalone(savePthePsale(

applications,(this(solution(creates(a(

separate,(siloed experience(for(both(

the(customer(and(the(store(associate

Without(POS(capabilities,(this(solution(

will(not(allow(for(crossPchannel(

exchanges—undermining(the(

opportunity(to(have(the(customer(walk(

out(with(another(product(and/or(a(

crossPsell(item

Selling"and" Service

Inventory"and

Fulfillment

There’s"More"in"Store…

RealPtime"inventory"

management

Ship"from"Store

Buy"Online,"

Pickup"in"Store

Ship"to"Store

Same"Day"

Delivery

ALSO"AVAILABLE:

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How"Else"Can"We"Help?

Please(let(us(know(if(we(can(help(with(any(of(the(

following:

• Additional(content(or(research(to(help(assess(your(

next(roadmap(steps

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next(planning(meeting(or(briefing

• Discussions(with(veteran(industry(experts(with(

experience(implementing(these(capabilities(for(

other(brands(in(your(market

• More(information(on(industryPleading(solutions(that(

can(help(address(any(and(all(of(the(capabilities(

discussed(in(this(presentation

Click"here"to(contact(our(industry(engagement(team.