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SWAROVSKI & ORACLE RETAIL
MARCH 2017
MARIO HERDINHEAD OF IT RETAIL
Austrian
Hospitality Industry background
Joined Swarovski in 19992 to 35 Team Members at IT Retail<100 to 1,500 Own Stores at Swarovski Retail
ResponsibilitiesRetail related Hardware and SoftwareBricks and MortarTeam of 35 in US (Rhode Island), Austria, Hong Kong
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TABLE OF CONTENTS
Swarovski Group
Swarovski Crystal Business
Swarovski Retail
Swarovski & Oracle Retail
Solution & Implementation Approach
Project Governance & Change Management
Lessons Learned
Benefits
Next Steps
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Family Owned
3 Main Brands
SWAROVSKI GROUP
2015
Revenue 3,37 bEUR
Employees 31,000
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SWAROVSKI OPTIKmanufactures high precision long-range optical instruments
Telescopes
Rifle scopes
Range finders
Night sight devices.
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TYROLITis a market-leading manufacturer of
bonded Grinding
Cutting
Sawing
Drilling and
Dressing Tools.
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Founded in 1895 in Austria
2,6 billion EUR Revenue
26,000 Employees
Production in 7 Countries
Products sold in 170 Countries
Own Retail started in the late 1990ies
2,500 Stores
SWAROVSKI CRYSTAL BUSINESS
SWAROVSKI CRYSTAL BUSINESS
JEWELRY, WATCHES & ACCESSORIES
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CRYSTAL & GEMSTONES
Genuine gemstones and created stonesin numerous sizes, colours, shapes.
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BEAUTY & FRAGRANCE
Our signature scent, Aura by Swarovski, is inspired by the magic of crystal.
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HOME ACCESSORIES
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Crystal Solutions for residential, hotel, event and retail spaces, Yachting, Dance Sport and many more.
Traffic & Industry Solutions
LIGHTING & ARCHITECTURE
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Swarovski Kristallwelten – Austria
Christmas Tree Star at Rockefeller Center NY
2015 Cinderella‘s Glass Slipper
2017 Beauty and the Beast
EXPERIENCE & ENTERTAINMENT
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SWAROVSKI RETAIL
E-Commerce
25 countries B2C
Bricks&Mortar
Monobrand
800 Boutiques
100 Factory Outlets
400 Concessions Stores
1.200 Partner Boutiques
Multibrand
„Dealers“
Travel Retail
Watches
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SWAROVSKI RETAIL
E-Commerce
25 countries B2C
Bricks&Mortar
Monobrand
800 Boutiques
100 Factory Outlets
400 Concessions Stores
1.200 Partner Boutiques
Multibrand
„Dealers“
Travel Retail
Watches
SWAROVSKI & ORACLE RETAIL
SOLUTION & IMPLEMENTATION APPROACH
WHY CHANGE A RUNNING SYSTEM?
OLD POS WAS OUTDATED
NO ADAPTIONS POSSIBLE
REQUIRED HIGH TRAINING (DOS, LANGUAGE) & ADMIN EFFORTS (EFT, FISCALIZATION)
MANUAL PROCESSES WITH WORKAROUNDS REQUIRED TO ACHIEVE GOALS
CHALLENGES WITH INVENTORY MANAGEMENT
NEEDED TO SUPPORT GROWTH PLANS (OPENINGS, PARTNERS, BRANDS)
WANTED TO ENSURE CONSUMER WAS AT THE CENTER OF THE BUSINESS (SERVICE)
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WHY ORACLE RETAIL?
STATE-OF-THE ART TECHNOLOGY (JAVA + ORACLE DATABASES)
COMPANY SIZE, FINANCIAL STABILITY
BEST MATCH IN FUNCTIONALITY & USABILITY (UI)
VENDOR SELECTION
COMPLETED 2009FOCUS MONOBRAND RETAIL
ORACLE SOFTWARE SOLUTIONS IN USE
MICROS XSTORE (POS)MICROS RELATE (CUSTOMER ENGAGEMENT)
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WHY ORACLE RETAIL?
GLOBAL TEMPLATE & PILOT 2009/2010
100 STORES SPAIN / PORTUGAL4.000 PD INTERNAL + 2.000 PD EXTERNAL
PILOT ASIA-PACIFIC IN 2011
30 STORES SINGAPORE / MALAYSIA
ROLLOUT
500 PD INTERNAL + 30 PD EXTERNAL4 MONTHS RUNTIME PER COUNTRY3 STREAMS IN PARALLEL, Q1 – Q3 EACH YEAR
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2009 2010 2011 2012 2013 2014 2015 2016
ES* EU EU EU EU EU MX CA
EU AP* AP AP AP AP AP
EU EU EU AP
AP
BR US
EU Europe
AP Asia-Pacific
BR Brazil
US United States
ES Spain/Portugal
* Region Pilot
ROLLOUT
1.500 STORES2.000 WORKSTATIONS
12.000 USERS
BRANDS
SWAROVSKI RETAIL, CADENZZA, LOLAANDGRACE
FORMATS
BOUTIQUES, CONCESSION STORES, FACTORY OUTLETS, PARTNERS
LOCALIZATION
AMERICAS, EUROPE, ASIA-PACIFIC33 COUNTRIES20+ LANGUAGESINCLUDING THAI, KOREAN, JAPANESE, TRAD. & SIMPL. CHINESE
LIVE WITH XSTORE AND RELATE
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SWAROVSKI & ORACLE RETAIL
PROJECT GOVERNANCE AND CHANGE MANAGEMENT
SWAROVSKI
OPERATIONS ARE OWNED BY IT1ST + 2ND LEVEL SUPPORTPROJECT MGT
ORACLE ITALY
IS OUR MAIN CONTACTMODIFICATIONS, DEV3RD LEVEL SUPPORT
MAIN CHALLENGES
QUALITY ASSURANCE FOR MODIFICATIONS
INTERNAL CROSS-REGIONAL COOPERATION AND COMMUNICATION HASREQUIRED ESCALATIONS OCCASIONALLY.
RESOURCES HAVE BEEN LIMITED OCCASIONALLY
CONTRACTS!
GOVERNANCE / COOPERATION
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XSTORE
4 – 6 MINOR RELEASES EACH YEAR – BUGFIXES, ENHANCEMENTS
100 CHANGES PER YEAR
1 UPGRADE PERFORMED SINCE THE PILOT
NOW V5.5
RELATE
RELEASES ARE ROLLED OUT ON DEMAND
NOW V11
CHANGE MANAGEMENT
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SWAROVSKI & ORACLE RETAIL
LESSONS LEARNED
STANDARDIZATION IS KEY FACTOR90/10 APPROACHPROCESS STANDARDS VS. LEGAL/LOCAL REQUIREMENTS
STAY VANILLARATHER THAN IMPLEMENTING CUSTOMIZED PROCESSES AND MODIFICATIONS
BUILDING THE VENDOR – CUSTOMER RELATIONSHIP TAKES TIME & EFFORT
LESSONS LEARNED
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90%
10%
SWAROVSKI & ORACLE RETAIL
BENEFITS
SAME SERVICES AVAILABLE GLOBALLY CONSISTENT CONSUMER EXPERIENCE
BASE FOR FURTHER GLOBAL INITIATIVES & BUSINESS DECISIONS
QUICK TIME TO MARKET (LOYALTY, SEAMLESS)
ELECTRONIC GIFT CARDS
CONNECTED ONLINE - FRAUD PROTECTION
AVERAGE EUR VALUE - PAPER GIFT CARD VS. EGC DOUBLED
ALL BUSINESS CRITICAL PROCESSES AVAILABLE OFFLINE AT POS
BENEFITS – CONSUMER CENTRICITY
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FULLY INTEGRATED SOLUTIONS REPLACED PREVIOUS WORKAROUNDS
AIRPORT STORES
MULTI TAX (TAXFREE, US TAX)
END OF DAY RECONCILIATION
EXCHANGE RATE INTEGRATION
MARKETING EVENT HANDLING
LANDLORD REPORTS
ALL LOCAL REQUIREMENTS ARE NOW COVERED
LOCAL LANGUAGE
FISCALIZATION
LOCAL PROCESSES (E.G. LAYBY AUSTRALIA)
BENEFITS – PROCESSES
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LOWER TRAINING EFFORTS – 50%
INTEGRATED EFT AVOIDS CONSOLIDATION ERRORS
MERCHANDISE FUNCTIONALITY
PRODUCT IMAGES
INVENTORY BUCKETS
INVENTORY COUNT / CYCLE COUNT
EMPLOYEE SALES / DISCOUNTS
SEASONAL SALES
PRICING, SEASONAL SALES INTEGRATED WITH START/END DATE
VERIFIED RETURNS
TRANSFER REQUEST
REPAIRS
BENEFITS – USER EXPERIENCE
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1 GLOBAL INSTANCE COVERS
ALL COUNTRIES, LANGUAGES, PRICES
ALL RETAIL MONOBRAND STORES INCLUDING PARTNERS
ALL BRANDS
LOWER COST IN OPERATIONS
REDUCED FROM 7 DIFFERENT POS SOLUTIONS TO 1
HARDWARE AND SOFTWARE MERGED FROM 30 LOCATIONS TO 1 CORP
ONLINE AND REALTIME INTEGRATION WITH ERP (SAP BI, FI/CO, CRM, SD, …)
MEETS INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL) STANDARDS
BENEFITS – SYSTEM ARCHITECTURE
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OPERATIONAL COST
THE ANNUAL PER-SHOP-EFFORT IS DECLINING & NOWTHE SAME AS FORMER EPOS.
THIS IS BRILLIANT, CONSIDERING
MICROS‘ 5TH YR VS. FORMER POS 10TH YR
MORE FUNCTIONALITY & INTEGRATION
HUNDREDS OF ENHANCEMENTS EVERY YEAR
ONGOING ROLLOUT 2009 – 2016
NEW INTERNAL ROLES & HIGH STANDARDSSECURITY MANAGERQUALITY ASSURANCE & RELEASE MANAGERITIL
OPERATING EFFORT
INTERNAL
HOURS PER STORE AND YEAR
SWAROVSKI & ORACLE RETAIL
NEXT STEPS
XSTORE
ROLLOUT TO PARTNERS GLOBALLY 2017 …
UPGRADE TO V16 2017 – 2019
ROLLOUT „SEAMLESS“ - INTEGRATION WITH E-COMMERCE C&C, C&R
RELATE
RELATE AS MIDDLEWARE BETWEEN XSTORE AND SAP CRM
NEXT STEPS
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