outstanding customer service - clas ohlson · 2018-05-03 · −complementary sales channel,...
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OUTSTANDING CUSTOMER SERVICE
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CAPITAL MARKETS DAY 2018
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THE FUTURE ROLE OF ONLINEJacob Sten and Fredrik Uhrbom
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CAPITAL MARKETS DAY 2018
Online experience in the customer journey
• One point of contact• Access to all of Clas Ohlson• Unique loyalty setup
Passionate about simplifying life in all
kinds of homes
C/O platform
Online experience
Service offering
Product offering
Store experience
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CAPITAL MARKETS DAY 2018
The Nordic e-com model will change
Paketkaos på Ica-butiken ispåren av Black Friday
Postnord dumpar paket på Arlanda – ligger ute i regnet Myndighet varnar:
"Systemet med ombud är ohållbart"
Näthandeln orolig för julklappskaos E-handeln rusar i Sverige och till jul riskerar utlämnings-ställen att bli överfulla. Nu oroar Sig myndigheter for att att det befintliga SYStemet är ohållbart.
96%
3%12%
95%
2%
19%
87%
13%8%
80%
56%
10%
69%
50%
1%
US FR SE (estimates)DEUK
Delivery to home/work
Collection point
Click & collect from store
Source: Source: Barclays "The Last Mile report" 2018; Postnord E-commerce in the Nordics 2017, Press-search April 2018
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CAPITAL MARKETS DAY 2018
Transforming the Nordic online model
Stores and online• Channels largely operating independently• Click & collect being launched
Current agenda
Into consumers’ homes• Delivery at any time• Offer solutions to consumers• C/O platform being launched
Our transformation ambition
Direct to consumer• Launching new routes to market• Stores to shorten lead-times
Next step
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CAPITAL MARKETS DAY 2018
Shifting focus to click & collect and home delivery
Our current model Our ambition
Click & collect
Delivery topick-up points
(Same day) home delivery
Delivery into homes
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CAPITAL MARKETS DAY 2018
• Introduction of one click payment• Shortened delivery lead times• New search engine for desktop and mobile• Click & collect as delivery option• Develop and hire e-com capabilities
Solving the basics before Christmas
Current agenda
• Online assortment price and range• Redefine online marketing strategy • Scale MatHem pilot in Sweden• Launch home delivery options in Stockholm,
Gothenburg and Malmö in Sweden• Commercialize last mile offer
Improve commercial agenda
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CAPITAL MARKETS DAY 2018
• Food online a fast growing segment
• Changing the consumer patterns impacting the existing store footprint − not at least major shopping centres
in external locations
• Increased convenience for the customer− investments in warehousing− expanding coverage − improved services/last mile
• Opens up for new partnerships and business opportunities
Food on-line growing business – from a low level– Scalability and last mile efficiency a critical factor
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CAPITAL MARKETS DAY 2018
• Number 1 priority − Increased customer convenience – same day
delivery all the way home to our customers − Today covering 50% of the Swedish households
• Other synergies− Complementary sales channel, non-overlapping
customer base − New business opportunities e.g. B2B offering − Digital business development in customer
segmentation, online marketing/promotions and new technology
Partnership with MatHem launched in April – Increased convenience for the Clas Ohlson customers
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CAPITAL MARKETS DAY 2018
MatHem and Clas Ohlson – timeplanActivity
A. Test MalmöSmaller assortment – process and routines
B. Test Gothenburg / Stockholm Smaller assortment – process and routines
C. Go-live extended assortment Marketing / promo actions
Go-live - non-std stock Items at MatHemPick up in CO store and cross dock with MatHem Warehouses
Last Mile e-delivery via MatHemFeeder stores set up where CO e-com orders to be delivered via MatHem
2018DECNOVOKTSEPAUGJULJUNMAYAPR
= Launch date
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CAPITAL MARKETS DAY 2018
Our journey of transforming Nordic online model
Our transformation ambition
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CAPITAL MARKETS DAY 2018
C/O – tying offer, service and members together
Customer support
E-com / Omni-channelStores and co-workers
Former Club Clas
Services
Partnerships
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CAPITAL MARKETS DAY 2018
One platform – one point of contact• Simple and easy to access
– all in place catering for simplicity
• Adding completely new values and benefits to a ”membership”
• Establishing a new connection withour customers based on uniquebenefits and value
Family card
Earn points
Memberevents
Dis-counts
Digital receipts
Skillsharing
Tool pool
Digitaltoolbox
Toolrental
Clas fixare chat
Partnerships
Customer support
E-com /Omni-channel
Stores and co-workers
Former Club Clas
Services
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CAPITAL MARKETS DAY 2018
Eco-system simplyfing life for all kinds of homes
Tool Rental
Tool
Building a strong emotional connection
Loyalty
Retention
Value
Relation
Simplicity
Recognition
Tool pool
Family card
Earn points
Memberevents
Dis-counts
Digital receipts
Skillsharing
Tool pool
Digitaltoolbox
Toolrental
Clas fixare chat
Partnerships
Customer support
E-com /Omni-channel
Stores and co-workers
Former Club Clas
Services
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CAPITAL MARKETS DAY 2018
Digital Entrance Clas FixareDigital interface
& application
Clas FixareVideo Support
Digital interface & application
Online Guidance Apps
Digital tools & application
Modular approach constant development
of platform
System Architecture
Pre-study initiated
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CAPITAL MARKETS DAY 2018