Falabella Overview - Oracle | Integrated Cloud ... · Falabella Competitor 1 Competitor 2 ... •1-Click Payments •Saved Cards / Tokens ... –Financial Credit

Falabella

Overview

Chile

HQ Santiago

Geographic Distribution

Colombia

Peru

Argentina

Uruguay

Brazil

Falabella Business Units

32%

22% 19%

18%

9%

Falabella Competitor 1 Competitor 2

Competitor 3 Others

Offline

Falabella Market Share in Chile

50% 21%

18%

11%

Falabella Competitor 1

Competitor 2 Others

Online

Company Ethos

Omnichannel Vision

MOBILE

CLICK &

COLLECT

ONLINE

STORES

Department Stores • Get Inspired, view and try on products • Receive a personalized service from staff • Purchase products both in store or in the online catalog

Web / Phone / TV • Research, compare products, read customer reviews • Access special deals, longtail product selection • Receive contextually relevant and personalized information. •View order status, receipts

Omnichannel Logistics • Buy online pickup in-store • Pickup locations in supermarkets or home improvement stores. • Pickup points @ lockers, courier offices

Mobile Web / App • Same as web • Check in-store inventory, pricing, and promotions • Personalized contextual and location specific experiences

Omnichannel Store Integration

Omnichannel Fulfillment

Channel Inventory Fulfillment

Method

Web,

Mobile and

Contact Center

Store

Distribution

Centers

Drop Shippers

Stores

Home Delivery

Store Pickup

Pickup Points

Omnichannel Fulfillment

Omnichannel Fulfillment

Omnichannel Fulfillment

Omnichannel Payments

Payment Methods

• Coverage

• Trust

• Omnichannel

Friction / Mobile

• 1-Click Payments

• Saved Cards / Tokens

• Integration Monitoring

Security

• PCI Certification

• Tokenization

Implications

• Store pickup and rush deliveries require real-time order fraud validation for best-in-class customer experiences

• Omnichannel fulfillment requires an omnichannel payment strategy

• Customers expect to be able to make cross-channel returns and look up order status and receipts at any touch point

Digital Receipts

Omnichannel Personalization

Data management platforms like BlueKai critical to managing customer profiles.

• Types of data stored:

– Transaction data (both online/offline)

– Financial Credit

– Demographic + 3rd Party

– Advertising & Navigation history

• Applications:

– Omnichannel Product Reccomendations

– Real-time online credit limit increases.

– Trigger Messaging (Push + Email)

Mobile Click & Collect Opportunities

Normal Periods:

• Accelerated Pickup

• Personalized Coupons

High Traffic Periods (Holidays, CyberWeek, etc…)

• Mobile Queueing lets customers browse while they wait for the product to be ready.

Cyber Monday / Black Friday Readiness Tips

• Start Cross Functional Meetings 6-9 months in advance. (Marketing, Merchandising, Logistics, Operations, Product Management & IT)

• Start performance testing early and test both site and back office processes.

• Consider queueing solutions if there are doubts as to whether you can support peak traffic profiles.

• Ensure optimum use of content distribution networks.

• Build a pre-launch checklist for the hours preceding the start of the event.

• Consider in-store impact of Cybermonday events. Click & Collect queues and in-store sales.

Thank you! Julius Odian VP of Business Development

[email protected]