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As my previous blog entry discussed, retailers remain challenged to ever increase return on investment against their IT spend and it is seen as one of the main challenges for CIO’s in 2016. Against this fiscal backdrop, business stakeholders are demanding capabilities to enhance and personalize communication with their customer base that align with both current demographics and technical capabilities. Alignment of these two realities requires a clear business capability enablement roadmap aligned to a concrete IT infrastructure evolution.
Effectively a retailer can choose one of two general options when planning a system landscape to support business capability enablement. One may choose to look at sets of business requirements individually and select both hardware and software that are deemed to best meet each capability. In this scenario data sets, landscape architecture, and business processes can – and often do – remain separate across different divisions in large organizations. On the other hand, one may choose to select hardware and software that best meets the needs of all business stakeholders at an aggregate level. Here, one leverages commonality across data sets, infrastructure and business processes to simplify, consolidate and standardize business capability enablement. In contrasting these two options it becomes apparent that the latter approach provides the best alignment between business capability enablement and return on investment.
At /N SPRO, our Consumer Industries team has managed implementations that have demonstrated a retailer can find a balance between business capability enablement and return on IT investment. This balance is achievable through the utilization of the SAP suite of products and begins with an Omni-Customer data foundation established in SAP CRM (Customer Relationship Management) in conjunction with SAP HANA (High-Performance Analytics Appliance) and CAR (Customer Activity Repository). Properly constructed and enabled, this technical foundation provides a single source of truth […]
Brookshire Grocery Company together with SAP & /N SPRO, recently finished phase one of a three-phase project to digitally transform the grocer’s business, modernize its more than 150 stores, and better meet customer expectations. Phase one, launched in November 2015, increased data integrity and visibility to better understand customers.
“By 2020, it is projected that millennials will go from 5 percent of the buying power to close to 20 percent of buying power. This generation grew up with cell phones in their hands, with laptops, with tablets – they are very digitally engaged,” said John D’Anna, senior vice president and CIO of Brookshire Grocery Company. “Our business has to simplify everything for that customer.”
Assisted by SAP consulting partner /N SPRO, phase one of Brookshire Grocery’s customer-centric program included embedding customer data into business processes, enabling stores to connect with customers at a more contextual level. This includes providing personalized promotions that go straight to the company’s mobile app and are automatically loaded on the customer’s loyalty card.
“Brookshire Grocery has benefited tremendously from our partnership with /N SPRO as we’ve digitally transformed our business,” said D’Anna. “Because of its expertise in SAP technology, retail business and customer loyalty, /N SPRO helped us co-innovate a leading-edge SAP loyalty platform that will set the standard for the grocery industry.”
Take a look at John D’Anna’s Video Testimonial
View the Full Testimonial Below (ten minutes): View the Testimonial Summary Below (two minutes):
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Testimonial Questions: This project was conceived during our strategic planning process. We […]