a successful commerce case study the … · a successful commerce case study-the wiggle way ......
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A SUCCESSFUL COMMERCE CASE STUDY - THE WIGGLE WAY
OLR AND e2x CAPABILITIES WITHIN THE ORACLE RETAIL SOLUTION LANDSCAPE
WIGGLE: QUICK CONTEXT
WE’RE A TRUE FAIRY-TALE GARAGE “START-UP”; FOUNDED 8 YEARS AGO
3 X CO-FOUNDERS; THEN VC AND NOW PE OWNED
INITIAL FOCUS ON CYCLING, BUT EXPANDED TO INCLUDE SWIM & RUN
ACQUISITION OF CHAIN REACTION CYCLES (CRC) MAKES IT THE LARGEST ECOMMERCE PLAYER SPECIALISING IN THE BIKE-SWIM-RUN SECTOR
£400M REVENUE WITH STRONG EBITDA, SELLING IN 74 COUNTRIES
WIGGLE WENT LIVE IN OCTOBER 2016, CRC INTEGRATION CURRENTLY IN PROGRESS
INTRODUCTIONINTRODUCTION TO OLR, e2x AND THE ORACLE SOLUTION
CONTENTS
o Introduction
o Wiggle Case Study
o How did Wiggle get there
o Introducing the OLR Buyers Workbook
o About OLR
OLR and e2x combine into a specialized Oracle Merchandising, Stores and Commerce Systems Integrator. We have been highly successful providing exceptional, individualized service to our customers for over nineteen years.
The purpose of this case study is to provide a detailed view of the Wiggle journey into their full digital transformation by leveraging the Oracle Retail suite of applications. This successful transformation has enabled Wiggle’s short term as well as long term global growth in addition accomplishing their objective of having end-to-end visibility from planning and commitment to purchase order creation. This initiative took fifteen months to accomplish.
OLR-e2x is the world's largest yet most nimble specialist Oracle Retail focused partners that delivers across the entire portfolio. We continue to achieve success and further solidify our market position through the people we chose to work alongside, our domain expertise and the extreme passion we all carry for our work. We have delivered successfully for retailers just like yourself for almost 20 years.
If you would like more information about the Wiggle journey, or the OLR and e2x service offerings, feel free call or email us. We look forward to hearing from you!
Grant Wright, VP Market Insight & StrategyM +1 905 399 3242, [email protected]
Sherry Kendzejeski, VP Merchandising and Planning Sales and SolutionsM +949 500 3995, [email protected]
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WIGGLE CASE STUDY
CHANGING THE PACE
Facing critical scalability issues, Jeff Wollen – the Wiggle CIO, turned to
Oracle Retail software solutions to support Wiggle’s transformation from
UK entrepreneurial start-up to a fully-fledged global online retailer.
o Ambitious Owners & Clear Direction
o Need to Build a Platform for “Hyper-Growth”
o Burning Platform of “Legacy” Technology
o Speed of Execution
o Staying Agile
o Leveraging Expertise & R&D Investments
o End-Game & Driving Enterprise Valuation
Stock Efficiency
o Cross Functional Top Down / Bottom Up reconciled plans and forecasts
o Improved consistency and efficiency in Product Attribution
o Improved Order Management and compliance
Supplier Management
o Enriched information to support Supplier Compliance
o Accurate & efficient Invoice Matching
Price Management
o Markdown & promotional management by color
o SKU Level Pricing & Promotions
o System Driven Price Changes
o Automated Price Changes
o Country / Region Level Pricing
Cost Management
o Accurate Single view of Cost
o Accurate recording and maintenance of cost components (Margin Calc)
o Improved Analytics of cost components
SUPPLIER / CATALOGUE JOURNEY
PRODUCT JOURNEY
CUSTOMER JOURNEY
SUPPORTING FUNCTIONS
Manage Invoice & Payments Revenue Recognition Manage Fixed Assets Record & Report
Supplier Performance Evaluate suppliers to improve buying leverage & product mix
Purchase Orders
Purchase Orders are autogenerated & sent electronically
Population
Addressable Market
DATA TALENT TECHNOLOGY
Wiggle CatalogueRight Product, Price,
Availability, Cost and Promotions
Customer Delivery Customers informed of order status from
checkout to delivery
Checkout / ReturnA checkout results in creating a
sale or potentially a return
CRITICAL SUCCESS FACTORS
A SIMPLE BUSINESS MODEL THAT SCALES EFFICIENTLY…
… AND HENCE BECOMES THE INDUSTRY CONSOLIDATION ENGINE!
THE WIGGLE ORACLE RETAIL JOURNEY: BENEFITS?
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WIGGLE CASE STUDY
HOW DID OLR CONSULTANCY SERVICES AND MARKET-LEADING ACCELERATORS HELP?
o Wiggle selected OLR as the Oracle Retail Implementation Specialists based on their track record &
collaborative approach allowing Wiggle to leverage their combined experience, methodology and Oracle
Partnerships and allowing Wiggle to engage with this partnership as a single virtual team.
o OLR delivered Oracle Retail Merchandising and Planning in fifteen months for Wiggle (from High-Level
Design to full Cut-Over). This was possible due in large part to a highly-refined methodology and a host of
accelerators which allow the consulting firm to rapidly stand-up retail specific solutions in a thoughtful, and
planned manner.
To grow from $200 million to $400 million in
revenue, we have changed the way that we
invest in and use IT. The Oracle platform scales
optimally to support our near and long-term
growth objectives, while changing the way that
we work and how we drive performance across
categories and market segments.
Jeff Wollen, Wiggle CIO
From the very beginning, OLR’s commitment to the success of our project was evidenced through
their dedication and thoroughness—to put it quite
simply, OLR is the industry’s safest pair of hands.
They understand the business of retail, and bring
the right people, who know the right questions to
ask to cut to the heart of an issue. We didn’t have time to slow down during this project, and OLR set
a very fast pace of delivery!”
Jeff Wollen, Wiggle CIO
o A key enabler to realizing benefit to this program was the implementation of OLR’s Buyer’s Workbook,
streamlining the buying process and providing end-to-end visibility from planning and commitment to
purchase order creation by:
o Personalizing the Oracle Retail solution to a Wiggle Product Set-up and Buying workflow.
o Enhancing the User Experience through workflows built on the capabilities of Oracle Retail (and reducing change management effort)
o Allowing beneficial enhancements without the need to modify Oracle Retail (protecting the upgrade path) Providing visibility to placeholder, committed and ordered quantities before orders are ultimately approved.
o Supports mass upload of supplier provided data without the need for spreadsheet front-end development
o Provide end-to-end visibility by offering a controlled workflow for the entire streamlined buying process
o Uploads to support price scraping in a massively efficient manner
How did Wiggle get there
Identify the problem
Select the leading software vendor
Chose the best implementation partner
Leverage the partner’s methodology, accelerators and tools
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RETAILERS ARE FACING SIGNIFICANT CHALLENGES IN A CHANGING ENVIRONMENT
KEY DRIVERS OF SUPPLY CHAIN CHALLENGES CUSTOMER DEMANDS ARE INCREASING
o Rising labor costs and a shortage of talento Rising return and repair costs on smart deviceso Fast technology obsolescenceo Increasing inventory costs with high value devices and
network equipment
CostContainment
o Multi and Omni channel operationo Shrinking product life cycleso Digital technologies enabling a digital supply networko Complex devices = extended repair timeso Store/Call - center employees incentivized by channel
sales rather than customer satisfaction
Complexity
o Environmental & social concernso On demand consumers who make their thoughts known
on social networkso Information security concernso Fulfillment and network availability as a competitive
advantageo Higher levels of buyer remorse / or ‘accidental’ buying
StakeholderDemands
o Availability across channelso Wide delivery & collection networkso Real time order status visibility to all
Buy anywhere, collect anywhere, return anywhere
o Responsive & flexible supply chains network for consumer and network
“The products and services I desire are available when I need them”
o Highly relevant, flexible and personalised service strategy
Fast and personalized service
o Secured supply chaino Supply chain sustainability
“I expect my information to be safeguarded, and companies to reduce their environmental impact”
o Increased supply chain efficiencyo Improved products & service cost
structures
Low or non-existent delivery costs (29% online shoppers opt out due to high delivery costs)
If you are experiencing some of the challenges detailed below, or have the same drivers as Wiggle, there is no better time to review your current solutions and strategize which will enable your business to deliver against the increasing customer demand
Identify the problem
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ORACLE RETAIL OVERVIEW
The Oracle Retail Suite not only enables the strong business performance that allows retailers to grow, it removes the constraints for growth so often found in legacy retail solutions. The robust functionality and highly scalable architecture provides the platform to support retail growth through the addition of new formats, business models, product assortments and channels.
Achieve Profitable Growth for Retail:o Improve inventory accuracy and availability
o Set a competitive, pricing strategy
o Align execution with plans
o Unmatched scalability and functionality
o Master data management
o Maintain visibility and control of order
o Tracking throughout the order lifecycle
o Comprehensive cost tracking
o Centralized inventory management
o Retail stock ledger
o Common forecast platform to drive all down stream business processes
o Real time personalized operational reporting designed for end users
Increase in Productivity
through streamlined &
integrated processes
80%Reduction on Item
Setup Screens
90%Reduction in PO
Approval Process
60%Reduction in Invoice
Matching Time
80%
100,000Research &
Development Days
10New Cloud Services
Available
>200Customer provided Input
>10Trusted Partners
Leveraged
ANTICIPATE SIMPLIFY INSPIRE
Achieving a single view of daily operations, gives retailers the assurance to plan more proactively, as well as increase confidence in the customer relationships. The greater transparency enables the businesses to make better-informed decisions about pricing, range, assortment, fulfillment, and growth while dramatically improving customer satisfaction. Within the Merchandise Operations Management suite, the Retail Merchandising System (RMS) is the backbone of inventory visibility, providing a single source of the truth for numbers to the stores, online channels, and the entire supply chain. This is a two-way mechanism in which Oracle Retail Merchandising (RMS) processes the volume of updates coming in from stores, warehouses, suppliers, etc.
The Oracle Retail Suite’s modular architecture enables retailers to structure the implementation to target business priorities and drive the most value that meet your individual business and strategic objectives.
A PLATFORM FOR GROWTH
FLEXIBLE, VALUE-DRIVEN IMPLEMENTATION APPROACH
SOLID FOUNDATION FOR COMMERCE ANYWHERE
Select the Vendor
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The new era for retail technology has
been a struggle for many retailers of all
sizes who are besieged with challenges
as they seek to meet the demands of
massive operational complexity.
We’re here to take the pain away, inspire and get retailers back on track in the
approach they take to technology, system
implementation, configuration and
design as well as the overarching vision,
strategy and execution model to true
value realization.
The OLR and e2x Merger
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ORACLE RETAIL PARTNERS MERGE TO CREATE NEW GLOBAL FORCE FOR RETAIL TRANSFORMATION,
INTEGRATION AND END-TO-END OMNICHANNEL SOLUTION DELIVERY
14 December, 2016 — Two leading international Oracle Retail partners, OLR and e2x, are merging to form the world’s largest independent Oracle Retail integrator offering solutions which span the front, middle and back office to address and simplify the challenges inherent in an omnichannel world.
About e2x - Quality Expert Delivery
Founded in 2001 e2x has built Oracle Commerce solutions on every version released. Their team of exceptionally experienced technologists are dedicated to the successful deployment, modification and ongoing platform optimization of Oracle Commerce solutions. e2x has two offices, in London and Singapore, but focuses the majority of its development effort in London. This concentration of resource ensures a world leading knowledge base is available to an ever expanding client base.
About OLR - Quality Delivered
As an employer of choice in the global Oracle Retail community, OLR are powered by positive people who have the talent and retail industry experience to safely take our clients into an empowered commerce world. Since 1998, OLR has optimized leading retailers all over the world. Combining the latest technology with unparalleled retail industry knowledge of merchandising, planning, POS, Commerce and finance both on premise and in the cloud, OLR provide high quality services and Oracle-centric solutions. The collective OLR knowledge and experience across retail has given the team a thorough understanding of industry specific challenges and how to address them, adding significant measurable value for businesses and customers.
James Spalding CEO, OLR Group
THE OLR AND e2x MERGER Chose the partner
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The OLR Service Portfolio
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PLANNING & OPTIMIZATION
o Merchandise Financial Planning
o Assortment Planningo Item Planningo Macro Space Managemento Size Profile Optimizationo Macro Space Optimization
CORE MERCHANDISING& SUPPLY CHAIN
o Merchandising Systemo Trade Managemento Allocationo Retail Price Managemento Sales Audito Invoice Matcho Demand Forecastingo Replenishment Optimizationo Advanced Inventory Planningo Warehouse Management
STORE OPERATION & POINT OF SERVICE
o Commerceo Customer Engagemento Point of Serviceo Order Managemento Order Brokero Store Inventory Management
LOSS PREVENTION &INSIGHTS
o XBRi Loss Preventiono Customer Decision Tree and
Demand Transferenceo Market Basket Insightso Merchandising Insightso Customer Insightso Assortment & Space
Optimization
CONSULTINGEXPERIENCE
PRODUCTACCELERATORS
50+12+
CLOUDPEDIGREE
10
GLOBALREACH
MANAGEDSERVICES
40+
FINANCIALS & BACK OFFICE
o E Business Suiteo Real-Time Store Performance
Insightso Customer Relationship
Managemento Service Managemento Financial Managemento Human Capital Managemento Advanced Procuremento Supply Chain Management
LARGEST
THE OLR e2x SERVICE & SOLUTION PORTFOLIO – WE ARE THE COMPLETE OMNI-CHANNEL PROVIDER Chose the partner
years average consulting experience
product accelerators created production support customersOracle Retail Cloud
Advisory practice in industryglobal delivery
centers of excellence
End-to-end Oracle Retail Centric Solutions for Digital Commerce, Point of Service, Planning, Merchandising, Loss Prevention & Insights and Back Office Financials
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THE OLR AND e2x VALUE PROPOSITION
Finally…we strive to understand the cultural, technical and business environment, and have a proven track record of delivering complex solutions in the market on time and on budget
Successful delivery of your retail solution requires more than just implementation of an IT system.
OLR has the relevant experience of delivering an integrated set of
capabilities across the business and including Business Integration; Change Management and managing
the Service Operations.
OLR has extensive experience in Unified Commerce at other similar on-line only or heavily commerce
focused organizations runningcomplex Retail, Supply Chain and Software Transformation projects and we have a deep knowledge of
Oracle talent, technology and delivery capabilities.
So what…Our experience will help you deliver
the business case and get onto a cost effective, market leading
solution
OLR will ensure the right experts from OLR & Oracle are on the
project, including a commitment to bring global Governance and Offshore Development for the
required durations. We will always maintain the right amount and right
kind of onshore coverage, whilst using our strong offshore delivery centers as appropriate to lower
delivery costs.
So what…We are proposing the team that will deliver the program, they will work
with you at pace to drive the required implementation
We will work collaboratively with you and take accountability for results. Our experience tells us that we will
only deliver successfully if we leverage the right partnership. We have the most recent Oracle Retail
Deployment experience in the industry and are acutely attuned to the strengths and limitations and
how to navigate the Oracle ecosystem
So what…We will earn trusted advisor status and collaborate with all partners to ensure we bring the best and help
you to build the required capabilities
OLR will collaborate to provide an agreeable commercial model that meets your IT spend and project
timelines to ensure the right set of objectives across the organization.
So what…We will work with you to confirm a
commercial model that incentivises the right delivery and
value behaviours
We have the right end-to-end capabilities to deliver...
with the relevant experience…
and the right people…
working collaboratively & building partnerships…
within a commercial framework to drive the right
behaviours.
Enable Unified Commerce and enhance customer experience
Reduce cost to serveFuse the Best Capabilities
from OLR & Oracle to Underwrite Program Success
Simplify and Create Next Generation Technical
Capability
Enable the right organizational outcomes
So what…We have the capabilities to help deliver a market leading Oracle
Retail Merchandising SaaS solution across all dimensions
of change
Chose the partner
Our Capabilities, Experience & People will Deliver a collaborative Business Integration Partner that will deliver value and outcomes, on time and on budget to deliver value and outcomes you desire …
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THE OLR AND e2x APPROACH
We are Retail. We focus solely on the
Oracle stack of applications for
planning, merchandising, store systems, financials and
commerce, delivering successful
solutions for global clients over and
over again
A small team who possess the prerequisite
industry experience, skills
and track record far exceeds the output
and cost efficiencies of a
loaded team of non domain sourced
resources.
Not only have we been focused on
Oracle solutions for over eighteen years.
On average our team brings twelve years of domain-
specific experienceas well as product-specific support accelerators in
order to optimize quality, scalability
and price.
Ultimately, any program of work
measures success and failure
determined by the net financial,
operational and human efficiency
gains delivered. We are acutely aware of
the need for measurable ROI.
We have been a leader in the Oracle Retail space since our inception. We
are able to build on our strong pedigree year after year by providing ongoing
market and product insights to our
customers.
Relationships are everything to us.
Our solutions evolve through
collaborative, cross functional client
and our teams. We focus on adaptive
planning and development, early
delivery, continuous
improvement, and encourage rapid
and flexible response to change.
We are not a giant consulting firm with multiple
business lines. We only work in the
Oracle Retail ecosystem, and as such, can’t afford
to have “failed projects” that
would impact our reputation and impede further success. Every client matters.
We believe strongly in empowering our
customers to always do what is
best for their business, not ours. We always are as
flexible as possible with our customers,
encouraging ongoing service size
adjustments and allowing service exit if needed in
addition to a number of ways to
commercially contract.
ON TIME, & RIGHT
THE FIRST TIME
RIGHT
SIZED TEAM
PRACTICAL
EXPERIENCE
ROI
FOCUSED
A TRUE FOCUS ON
INNOVATION
FEWER CLIENTS,
MORE ATTENTION
FAILURE
IS NOT AN OPTION
CLIENT-FIRST
COMMERCIALS
Chose the partner
What characterizes the OLR and e2x approach and what do we believe qualifies us to be your innovation, implementation and support partner for years to come
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THE BUYER'S WORKBOOK ACCELERATOR – WHAT IS IT?THE OLR BUYER‘S WORKBOOK ACCELERATOR
OLR’s Buyers Workbook is builton top of our market-leadingOracle Retail Merchandisingsuite. Based on feedback fromcustomers within our retailcommunity, it is intended tohelp fashion retailers morequickly unlock the value of the
The OLR accelerator is the first and only Oracle RetailGlobal Business Unit advocated offer that delivers realbusiness benefit to retailers looking to streamline theirItem, Order and Distribution processes. LeveragingOracle’s roadmap technology – it enables retailers to spendless time on execution and more time on planning andmanaging key performance indicators that deliver thebottom line.
merchandising solution. The OLR Buyers Workbook isbased on our latest ADF technology framework, and as acomplementary solution, preserves the upgrade path forour customers.
Jeff Warren, Vice President of Solution Managementand Strategy, Oracle Retail.
Leverage the Toolsets
AT THE
MARKET
ALONG THE
RUNWAY
OR ON
THE ROAD
Buyer’s Workbook
Order Management
Product Management
Order Workflow & Approval
Order Commitment
Product Creation
BWB Dashboard
o Order download for analysis
& collaboration with Suppliers
o Creation of multiple delivery-
o drops while managing a single
order & quantity
o Dimensions maintained
centrally by Logistics
o Price Uploader User
Interface
o Assign pre-bought EANs to
company branded products
o Enhanced Approval Rules with
workflow
o Direct Spreadsheet PO upload
for large orders
• Profile based Insights-led task
list
• Completion progress and status
at a glance
o Workflow enabled
Approval
o Direct Spreadsheet
upload for mass
insertion and updates
o Minimal information needed
to provide valuable
Commitment data
o Information can be shared
across Suppliers, up and
down-stream systems
KEY FEATURES
OLR have invested
over 3000
days in development
and testing
OLR have used Oracle’s ADF technology,
so it looks, feels,
and operates like V16
OLR have focused on
User Experience,
workflow management,
streamlining key business
processes and managing
by exception
OLR INVESTMENT
USER EXPERIENCEORACLE ADVOCACY
The Buyer’s Workbook dramatically improves speed to market through business behavior optimization. OLR’s accelerator streamlines key business processes so merchandisers can create items, purchase orders, and initial allocations; all from a single workbook.
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A PROVEN HERITAGE FOCUSED ON ORACLE RETAIL AND BUILT ON DELIVERING QUALITY AND VALUE
VERTICAL PLATFORM
Merchandising Supply Chain & Brand Compliance On Premise
Planning & Optimization Loss Prevention & Insights Hosted
Stores Commerce Cloud
Application Managed Support Financials
First Oracle Partner to implement clients on V13, V14 & V15 globally
First Oracle Retail Merchandising “.. As a Service”Implementation with MoM V15 and Financials in the cloud
Clients upgraded by OLR
OLR Buyer’s Workbook
V12
V12
V12
V12
V11
V13
V13
V13
V13
V13
2007 2008 2009 2010 2011 2012 2013 2014 2015 2016
V13
V9
V15
V14
V12
2017
V15
V13
V13
V13
V13
V13
V13
V13
V13
V13
V13
V13
V13
V13
V14
V14
V14V14
V15 V15
V14
V14
V14
V15V15 V15
V13
V14
V15
V15
V10
V16
V10
V16
V6.5
V16
V10
V6.5
V16
V14