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Retail

The hybris OmniCommerce™ solution gives consumers a single view of your brand, across physical and online channels.

hybris OmniCommerce solution for multi channel retailing
 
Retailer Challenge
Retailers are facing a rapid transition in their interactions with customers across physical and digital touchpoints. Legacy infrastructures are facing off against consumerized technologies. But out of chaos, there is clarity from customers that informs our road map for the Future of Commerce:
 
  • Make it easy for me to find information about your brands, stores and products as well as comparisons and ratings.
  • Recognize my voice as you present offers. I am a person, not a micro-target, with a say in what you show me and how I shop your store.
  • I want to control our relationship and how you communicate with me.
  • Let me start, stop and resume my shopping experience with you across any device of my choosing or those you have in physical stores.
  • If you want to be seen as a trusted seller, your prices need to be consistent across digital and physical settings.
  • Discounts, coupons, promotions: whatever you call them, I should be able to store and use them across any touchpoint when I check out.
  • When I do buy from you, I want the choice in whether I have the product shipped to me or whether I stop by the store of my choosing.
  • After I buy from you, I want access to a digital receipt for any purchase and the ability to return any product to any type of your stores.
  • If you offer services, I want the same transparency as I would have for a product.
  • Online or in store, I pay my way: mobile, credit, debit, gift cards and yes, cash!
  • In all cases, I want a simple, secure and very fast checkout experience.
The hybris difference
hybris has taken the robust commerce functionality every retailer needs, ranked as "leader" by Gartner and Forrester, and is extending it with functionality that is aligned with specific retail vertical needs, such as fashion and department stores, sporting goods, hardware stores and DIY, electronics and books, home furnishings, and specialty food and grocery stores. No other commerce platform provides this.
 

Fashion and Department Stores

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Fashion retailers have a dual challenge: keeping up with the speed of fashion as well as customers who are looking to spot and follow the latest trends. This means that the retailer must respond to the new patterns of how customers shop:
 
  • Collaborating with friends via social sites in the course of a shopping journey
  • Reading and posting reviews of their brand experiences via Bazaarvoice
  • Tweeting or commenting on the retailer site about their service experience
  • Posting pictures or videos about their selections on social sites
  • Sharing promotion offers with friends
  • Checking in to a physical store to get special offers
  • Posting their personal collections on Pinterest
  • Expecting sales associates to find a hot item in a sister store if their preferred store is running low on an item
What does this mean for a retailer looking to stay in touch with its customer base, especially for many brands that are global in nature? What kind of commerce platform can support their current and evolving needs to serve an elusive consumer?
 
  • It means that they need a platform that is open and agile in integrating with the latest consumer-facing technologies, social platforms, and local interest sites.
  • For fashion specialty stores, it often means that they need a platform that is global in nature and able to replicate a business model across countries.
  • It also means that they need a platform that can support a single e-commerce channel, but can also scale to support a multi-channel or OmniCommerce model as physical stores are ramped up.
  • For department stores, it often means support is needed for high touch customer service in the course of the shopping experience as well as in supporting special services such as tailoring or assisted selling by associates.
That is why the hybris platform is the choice for fashion retailers and department stores.

Food Retailers

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In recent years, food retailers have accelerated their adoption of consumer-facing commerce technologies, ranging from online ordering/home delivery systems to in-store self-service technologies to customer-specific reward and loyalty programs. They have also expanded assortments through Endless Aisle e-commerce, particularly in providing hardline offerings beyond that available in-store.
 
As they look for a platform, what are the considerations for ensuring their choices will stand the test of the future needs of consumers? How do they turn the routine, high-frequency shopping of grocery customers into a preferred shopping experience?
 
Among the desired elements are the following:
 
  • Ability to either provide or integrate with geo-centric reward and loyalty offerings from a variety of providers, based on the grocer’s business model
  • Enabling their customers to easily find products and information that has both text and visual images that can be displayed from a common source onto a variety of devices, from smartphones and tablets to kiosks and digital signs, and able to be filtered for dietary considerations, new products, and brands
  • Open connections to tie into wayfinding applications that can highlight the locations of products within the store for the customer – and having an API that is flexible enough to create the experience that a grocer wants to have if this capability is provided for the consumer’s own smartphone
  • Supporting pre-ordering by taking common e-commerce capability and bringing it into the store environment, e.g. for ordering deli platters or staging pick-up orders
As many of the largest retailers move forward with same-day delivery to customers, the grocers ability to respond with their own tailored capabilities for neighborhood stores will be critical to keep pace with the competition.
 
The hybris platform will be the platform of choice for grocers who are looking to have an agile approach, a platform built for the future, and one that can bring the best of other retail verticals for use in the grocery sector.

Hardlines Retailers

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(DIY and hardware stores, electronics and books, home furnishings, sporting goods)
 
One of the biggest challenges for hardlines retailers is the commoditization of branded assortments as alternative, online sources have expanded. Consumer loyalty to the retailer brand has eroded with the ability to choose the same product for less at the touch of a few keystrokes. So how have retailers responded? And what elements of that response need to be incorporated in a commerce platform? Among the mix of capabilities are the following:
 
  • Bundling of services with the product offering: the ability to provide services, such as set-up, install, warranty and repair, can provide an edge against those competitors who only offer the sale of the product.
  • Localized, in-store offers: having offers that can only be executed in-store, including where the customer can opt-in for the offer while online, provides a hook for bringing customers in to the store, moving the retailer away from item selling into a basket-selling or cross-selling model.
  • How to and testimonials: capturing customer stories that relate to a product or project is a powerful way to engage the consumer in interactive dialogue, not just with the retailer’s communications but with like-minded individuals. Linking those customer-driven discussions directly to products and services, along with links for direct order conversion, can reap benefits.
  • Special orders: in project- or coordinate-group selling, there are often components, fabrics or configurations that are not available as a standard product order or in-stock assortment item. By having the capability to extend the standard assortment into specialized solutions with associated services, along with having a commerce system that can support such a model, the retailer can better tailor customer offers to personalized needs.
Because hybris has such richness in managing product content, illustrating the content seamlessly across multiple touchpoints and devices, and executing complex orders, our ability to support a variety of hardline business models is unequaled.
hybris OmniCommerce for retail
Engage. Engage customers wherever they prefer to be served, whether that is a web store, a mobile store, a physical store/showroom, or any combination.
Enhance. Enhance insights and visibility into your customers, products and orders across channels and data streams.
Enjoy. Enjoy personalized relationships built on intentions-based customer experiences, seamless brand execution, and empowered associates.
 
At hybris, our OmniCommerce solution includes:
  • Seamless convergence of digital and physical commerce touchpoints (e-commerce site, search and transactional; physical facilities/stores; direct mail/email; catalog/phone order; mobile devices; TV/new media; QR/NFC)
  • Lifecycle commerce for products and services, within and across industry verticals, that focuses on real-time enablement of the demand chain and associated information flows
  • Networked, (near) real-time interactions among all commerce participants, from manufacturers and distributors to retailers and end customers
  • Evolutionary future stage of commerce that incorporates components of e-commerce (single channel focused), multi-channel and cross-channel (connecting multiple channels) but provides a single, seamless platform for executing customer-facing commerce capabilities and transactions
  • Open platform architecture responds to changes in commerce environments
    • Plug and play for adding individual channels, new forms of commerce
    • Suspend/resume in a real-time manner across any channel
    • On premise or on-demand or hybrid for commerce execution
    • Cloud enabled for operation from anywhere to anywhere
Building and maintaining a compelling and efficient customer experience requires constant change -- and so your technology infrastructure must be capable of changing just as fast. At hybris, we recognize that the luxury of a traditional multi-year, big bang approach to solving problems is too costly and often arrives too late to stay current with changing business demands.
 
Therefore, hybris has architected the OmniCommerce solution to be installed faster, configured more efficiently and enhanced continuously to meet the needs of your customers and your business model. Not the fastest time to a cookie-cutter solution, but the fastest time to innovation.
 
And there is no need to rip and replace everything: you can focus on the modules of highest business value and align implementation with your business strategy. With our best-in-class partner network, we offer the best adjacent software and implementation support to meet the pace you need for the capabilities you desire.
The result
What are the common elements that cut across verticals and business models that retailers may choose to adopt? What are the benefits for adopting a platform approach for supporting commerce? Among the impacts:
 
  • Increased visits, conversion rates, and loyalty across touchpoints
    • Omni-channel. Even before they come to the store, your customers are researching and making their product decisions online. hybris gives an optimal, consistent user experience in store, on the web, or on mobile devices. And it works in both directions: hybris gives you one view of your customer and the seamless customer interface gives your customer one view of you and your brand.
    • Master data management. A seamless cross-channel experience is impossible without the right master data management (MDM). It allows you to create product and service catalogs tailored to customers, segments, and touchpoints. This approach not only reduces the cost of maintaining all the rich and complex content, but also increases revenue and conversion rates across store types. hybris MDM delivers better search engine optimization, native support for rich content and faceted search, and effective management tools to support your assortment extensions for Endless Aisle, Gift Registry and localized in-store assortment views for your customers.
    • Social connectors. Increase conversion rates through “hybris Extend”, a key capability of hybris’ agile software platform for easy integration with complementary business solutions, which includes our social media integration with Google, Facebook, Pinterest, Bazaarvoice and others. Combine your knowledge of customer shopping behavior with individual customer preferences (“small data”) and shared interests.
    • Big Data. Connect to “big data” to compare and contrast effectiveness of targeting, communicating, and converting across channels. Find untapped profitable niches. Reduce costs through more effective routing of communications. Reduce churn with "next best offers", real-time recommendations and geo-fenced eligibility.
    • Basket sizes. Increase average basket size with powerful, business-user-driven cross-selling and up-selling capabilities.
    • Touchpoints. make your connections to customers seamless across digital and physical touchpoints through our native commerce capabilities and with OmniCommerce Connect. hybris OCC makes it easy to reuse commerce processes and data across all touch points, increasing the speed and lowering the costs of providing new transactional interfaces. So whether you are looking to connect fixed station or mobile point of sale, assisted selling devices, or digital signage, you can achieve the seamless experience that your customers are demanding.
  • Expand into new markets
    • Native B2B functionality. Only hybris delivers a rich set of B2B functionality built on the same platform – including support for procurement processes, organizational hierarchies, employee entitlements, volume purchasing, and enterprise-class reporting – enabling you to cater to small businesses and franchisees to extend the reach of your brand.
    • Multi-site. hybris’ built-in multi-site and multi-brand infrastructure enables retailers to quickly extend to new geographies or adopt a niche brand strategy to broaden distribution.
  • Much more efficient development and operations.
    • Fastest time to value. Full-function sites can be operational in less than three months. With hybris, you can spend more resources on custom innovations. With others, you'll spend your resources just to custom-build what hybris offers as an out-of-the-box OmniCommerce solution.
    • Empower business users. hybris’ intuitive user interface and native content and print management for digital and physical assets enables business users to maintain content and manage workflows on their own, without requiring IT, speeding your response to changing conditions while controlling costs.
  • hybris is the last commerce platform you will ever need.
    • Agile architecture. All hybris components are built on a single platform that leverages open standards in a modular, service-oriented architecture. This means a more consistent user experience, faster time to value, and limitless innovation without jeopardizing maintainability and upgrades.
    • Flexible deployment models. hybris allows you the flexibility to deploy as traditional perpetual license on-premise, or as subscription-priced on-demand, or as a managed service. IT departments need not trade off other priorities and are able to deliver online projects in months rather than years. And because the software is identical in any deployment model, you can move easily from one to the other as your needs change.
Our customers are our proof.
hybris serves over 500 customers around the world. Here are a few manufacturer examples:
 
  • Levis has chosen has chosen hybris for multi channel retailing World’s largest seller of jeans and pants, 470 company-owned stores
  • Monsoon has chosen hybris for multi channel retailing Fashion retailer with more than 800 stores worldwide, consolidating 6 websites into single hybris platform.
  • Maxeda  has chosen hybris for multi channel retailing Largest DIY retailer in Benelux with 362 stores and 1 million online customers per week
  • Watson has chosen hybris for multi channel retailing Hong Kong-based, world’s second largest health & beauty retail group, global rollout on hybris Accelerator
  • Target has chosen hybris for multi channel retailing Australia’s largest and most successful mid-market department store.
  • Loblaw has chosen hybris for multi channel retailing Largest food retailer in Canada, over 1000 stores, starting on the web with hybris.
  • Cowboys has chosen hybris for multi channel retailing The most valuable pro-sports franchise, replaced home-grown solution to gain business-user agility.
  • Wonder has chosen hybris for multi channel retailing Vertically integrated apparel, accessories and home decor manufacturer and retailer, deployed with hybris OnDemand
  • Lafayette has chosen hybris for multi channel retailing Europe’s largest department store accelerates multi-national, multi-channel B2C/B2B strategy.
  • Interflora has chosen hybris for multi channel retailing World’s largest flower delivery network, using hybris “pay as you grow” pricing model
  • Migros has chosen hybris for multi channel retailing Switzerland's largest retailer, largest supermarket chain and largest employer, consolidated management of 1 million SKUs.
  • AP has chosen hybris for multi channel retailing Australia’s largest online appliance retailer
  • Ted Baker has chosen hybris for multi channel retailing One of the UK’s fastest growing brands replaced unreliable bespoke system with hybris OnDemand
hybris is the future of commerce ™.
 
Why Forrester ranks hybris among the top commerce platforms in the world
Explore the relationship between experience-driven commerce, conversion and sales
hybris offers the tools to connect each of your touch points and unify commerce processes