driving results through a connected omni-channel retail sales experience

36
empowered Realize your Omni-channel vision with Microsoft Services.

Upload: microsoft

Post on 15-Jul-2015

834 views

Category:

Retail


1 download

TRANSCRIPT

empoweredRealize your Omni-channel vision

with Microsoft Services.

Microsoft Services helps businesses all over the world build the right solutions

to meet their business goals.

We start by creating personas and scenarios to outline

the optimal customer experience.

In Part 1 of this Omnichannel Retail scenario we’ll see how a retailer can use

data insights to build a connected sales experience.

How can an integrated, cross-platform solution

help your corporate staff, team leaders, and

members work as an efficient and cohesive team

to identify and address changing sales trends?

Let’s consider a scenario

Situation Analysis Insight Action Delegation Communication Engagement Conclusion

The players

DiannaCategory Manager

Home Appliances

Contoso Home HQ

RyanData Analyst

BI & Analytics Team

Contoso Home HQ

RodneyDistrict Team Leader

Contoso Home District

Atlanta

MayraTeam Member

Contoso Home

Atlanta, Midtown

ConnorStore Manager

Contoso Home

Atlanta Midtown

Data Insights – The Sales Connect Experience Customer Engagement – Increase Wallet Share

The Scenario

Meet Dianna Owens

Category Manager – Contoso Home

Dianna is responsible for providing insights into an entire category of

products such as air conditioners, air purifiers, fans and similar products and

accessories. She communicates with merchandisers to identify issues that

could have an effect on the supply chain and gross profit margins. She uses

Sales Connect, Contoso’s modern sales management dashboard solution, to

be more productive, communicate with her peers, and make sound business

decisions quickly.

Situation Analysis Insight Action Delegation Communication Engagement

As she picks up her coffee, an

alert pops up on Dianna’s phone,

notifying her of a decline in her

category sales at Contoso.

Prompted by the info in the alert,

she sends herself a reminder to

take a deeper look into the

shared inventory data when she

gets in the office.

Situation Analysis Insight Action Delegation Communication Engagement

On arriving at work,

following up on the alert

she received earlier, she

logs into the personalized

Sales Connect dashboard

where she reviews current

topline KPIs and sifts

through the data for signs

of trouble.

Situation Analysis Insight Action Delegation Communication Engagement

She drills into reported sales

data. As she is filtering by

products and comparing

performance over time, she

notices that sales have been

down across the board for

air conditioners, air purifiers,

fans and similar products.

With the seasonal shift into

spring/summer, this is a

problem.

Situation Analysis Insight Action Delegation Communication Engagement

I need to talk to Ryan

about this.

Then it hits her. Because of Sales Connect integration

with Power BI, she should connect with Ryan Glasgow, a

senior analyst. He could compile the data and put it into

a visual format to accelerate insights.

Situation Analysis Insight Action Delegation Communication Engagement

Dianna grabs her tablet

and heads down the hall

to find Ryan. After giving

him context about the

issue, she swipes from

the right side of her

tablet and uses the

Share charm to send

Ryan the information so

he can take a look

himself.

Situation Analysis Insight Action Delegation Communication Engagement

Mail

Meet Ryan Glasgow

Category Analyst – Contoso

Ryan’s responsible for gathering and interpreting business data and providing

detailed analyses on which people like Dianna can act to power Contoso’s

bottom line. As an analyst, he prefers to manipulate data and work in Excel.

Because of the robust data services and integration with data visualization

tools like Power BI found in Sales Connect, he’s able to get the data he needs

in the form he needs it to draw quick, insightful conclusions.

Situation Analysis Insight Action Delegation Communication Engagement

First thing Tuesday

morning, Ryan sits at

his desktop and opens

the email from Dianna

directing him to Sales

Connect.

Situation Analysis Insight Action Delegation Communication Engagement

Eager to develop an

understanding of what’s

happening, he logs into

Sales Connect and starts

working his magic.

Situation Analysis Insight Action Delegation Communication Engagement

With Sales Connect data service menu open on one

screen and Excel on the other, Ryan locates the

information he thinks he needs to help get a better

understanding of the problem.

Situation Analysis Insight Action Delegation Communication Engagement

From there, he chooses an

appropriate feed to import using

Power Query.

Situation Analysis Insight Action Delegation Communication Engagement

Leveraging the PowerPivot

modeling tool, he starts building

his base data model.

Situation Analysis Insight Action Delegation Communication Engagement

Through Power View, he is able to

visualize the data for specific category

sales at Contoso.

Situation Analysis Insight Action Delegation Communication Engagement

When he filters on home personal appliances, he

sees an anomalous decline in air conditioners and a

corresponding rise in heater sales compared to

historical seasonal trends.

Situation Analysis Insight Action Delegation Communication Engagement

As Ryan continues his analysis, he

creates more visualizations allowing

him to dig deeper into the data and

develop potential hypothesis.

Situation Analysis Insight Action Delegation Communication Engagement

Interested in whether or not

weather has been a factor, Ryan

pulls in the meteorological

information he needs to look at

possible correlations

Situation Analysis Insight Action Delegation Communication Engagement

Using Power Map in

Excel, Ryan is able to

overlay historical

weather information

with sales information

to gain more insights.

Situation Analysis Insight Action Delegation Communication Engagement

He creates a video

using Power Map

that helps him

animate the data.

Situation Analysis Insight Action Delegation Communication Engagement

He creates a video

using Power Map that

helps him animate the

data.

Situation Analysis Insight Action Delegation Communication Engagement

Eager to get back to

Dianna, Ryan saves the

live report back to

Sales Connect.

Situation Analysis Insight Action Delegation Communication Engagement

While catching up on email after

work on her tablet, Dianna gets a

notification via Sales Connect that

an analysis is awaiting her.

Situation Analysis Insight Action Delegation Communication Engagement

Once in Sales Connect, she finds Ryan’s report and looks

over it. She begins thinking about what she can do to

reverse this trend.

Situation Analysis Insight Action Delegation Communication Engagement

Within the Power BI report, she reviews category sales

for air conditioning units and heaters.

Situation Analysis Insight Action Delegation Communication Engagement

Drilling in further, the

data highlights a

correlation between

the weather and the

excess inventory of air

conditioners across the

South, as Ryan had

noted.

Situation Analysis Insight Action Delegation Communication Engagement

Using the Q&A tool, Dianna can ask specific questions of

the data to understand sales trends in greater detail.

Situation Analysis Insight Action Delegation Communication Engagement

With the weather app side-by-side on her tablet, she

sees that the adverse weather conditions are expected to

continue for a couple of weeks.

.

Situation Analysis Insight Action Delegation Communication Engagement

After sleeping on it, the big idea comes

to her the next morning.

“Hot or cold, Contoso has got you

covered.”

Dianna conceives a promotion that she

hopes will turn her numbers around:

“Buy select heaters and generators and

receive 15% off select fans and air

conditioners.”

Situation Analysis Insight Action Delegation Communication Engagement

After doing some quick math and analyzing her gross

margin across categories, Dianna figures out how

much she needs to shave off the base price structure

to package a deal with Contoso merchandisers to run

the promotion. Her plan ready to go, she sends it via

Sales Connect to the Merchandising Promotions

Delivery team.

Situation Analysis Insight Action Delegation Communication Engagement

Within seconds, Contoso Merchandising

Promotions Delivery team receives notice of

the report. They arrange a meeting the

following week to discuss the business

situation and Dianna’s proposed plan.

Shortly after that, the relevant departments

begin executing on creative assets, training

materials, and employee engagement, and

soon notice goes out to the pertinent district

offices.

Situation Analysis Insight Action Delegation Communication Engagement

Situation Analysis Insight Action Delegation Communication Conclusion

What has this scenario

shown us?

Using their Sales Connect app on a range of devices, Dianna and

Ryan are able to:

Situation Analysis Insight Action Delegation Communication Conclusion

Quickly identify sales trends and perform the needed analysis to gain insights.

Use their insights to drive meaningful outcomes for their organization.

Communicate and collaborate with ease—and be more productive

Thank you.