OneView Commerce’s omnichannel retail platform drives increased traffic into stores; early results indicate cross-channel functionality can add million-plus orders, and sales of tens of thousands contracts and insurance and millions of additional accessories across the enterprise.
E-Plus Gruppe Director of Digital Transformation Volker Glaeser said, “Many large retailers with complex, heterogeneous IT infrastructures have failed at effectively deploying cross-channel retailing. Our success at E-Plus is linked to OneView’s agile platform that lets us quickly adapt to constantly changing retail dynamics as well as immediately incorporate what we learn in each phase—from use case development to testing to pilot—into our deployed solution…”
The key drivers for E-Plus Gruppe’s cross channel initiatives are: increasing store traffic through Buy Online Ship to Store; Order at the Point of Sale; and Return at the Point of Sale. These use cases enable direct interaction between store associates and customers who would otherwise not be drawn into the shop, and enable significant cross-sell, up-sell, and conversion opportunities by store associates. The customer’s cross channel experience starts in the online store and then continues with OneView delivering all store-based cross-channel functionality to the tablet device. OneView provides store associates a historical view of the experience once the customer arrives in the store. OneView Commerce’s Alert Center provides associates with a dashboard of all current cross-channel activities, including online and in-store orders, and purchases as well as returns. The next phase will include mobile payments that enable customers to fully leverage the endless aisle by ordering from the full assortment via the web shop and paying for that order in store. In addition, E-Plus is focusing on appointment scheduling where customers can include products they are interested in reviewing with store associates, Buy Online Pick up In Store, and Reserve Online Pick up in Store.
E-Plus Gruppe Director of Digital Transformation Volker Glaeser said, “Many large retailers with complex, heterogeneous IT infrastructures have failed at effectively deploying cross-channel retailing. Our success at E-Plus is linked to OneView’s agile platform that lets us quickly adapt to constantly changing retail dynamics as well as immediately incorporate what we learn in each phase—from use case development to testing to pilot—into our deployed solution. As we take in the key business information and retail results, the OneView Commerce platform allows adaptation of the solution to meet these changing dynamics. For E-Plus, our goal is to leverage tools that align us with mobile, online and in-store customers, so that we are keeping pace with and proactively leading customers with solutions based on expected behaviors instead of having to catch up to customer demands.”
Glaeser says that the German customer response to the pilot was exceptional. “The first pilot store received a significant number of calls from customers in a day asking when these new services would be available in their nearby stores,” he said.
Markus Hoischen, the cross-channel executive lead and associate partner of dgroup, the consultancy developing E-Plus Gruppe’s digital transformation strategy, explained, “The flexibility of the OneView Commerce Solution, and its integration with their strategic partner hybris Software, enabled delivery of our foundational use cases, ‘buy online ship to store’ and ‘order at point of sale’. Once OneView was selected as our engagement partner, dgroup and OneView were able to launch the cross-channel pilot in six weeks, instead of the usual 9-12 months. OneView Commerce’s mobile development framework combined with the hybris commerce platform allows us to continually assess and measure business results and then tailor and deploy the additional project phases based on key business drivers. OneView and hybris deliver the customer engagement platform that is key to intelligently removing the technical and process-based silos that exist today between online and in-store presence and drives the single view of customers, products, pricing, and promotions that effectively delivers one consistent experience for customers across all channels.”
About OneView Commerce
OneView Commerce delivers the first commerce-driven customer engagement platform that merges the digital and physical store experiences from web through point of sale. OneView Commerce Store mobile framework provides associates with the ability to combine standard functions, such as mobile checkout, with end-to-end cross-channel solutions that empower continuous engagement from web to store and vice versa. OneView delivers a single view of the end-to-end customer journey including order history, products purchased, wish lists, appointments, and detailed information on pickups or returns combined in one solution along with all standard POS functionality. By eliminating channel barriers between web and store that impact the customer experience across the brand, OneView transforms in-store interactions into customer-centric engagement experiences and empowers store associates to service continuously connected consumers at every turn. E-Plus Gruppe, O’Reilly Auto Parts, Discount Tire Corporation, J.R. Simplot, and Canadian Tire Corporation are among the retailers revolutionizing their operations worldwide with OneView. www.oneviewcommerce.com, Twitter: @oneviewcommerce.
dgroup is a digital consultancy that helps organizations redefine their business to successfully compete in this digital world – with extensive experience, strategic thinking and innovative approaches. dgroup offers a new consulting model providing interdisciplinary services with expertise in consulting, implementation and communication. This unique mix allows dgroup to offer holistic solutions as well as focused support in individual projects. Closely together with clients, dgroup develops digital strategies but also supports the implementation of eCommerce solutions focusing on immediate results. dgroup clients are industry leading players from retail, mobility, telecommunications and FMCG brands, such as E-Plus Gruppe, Beiersdorf, Otto Group and CBR Fashion Group. For more information, visit www.d-group.com.