JDA Software

通过实时优化和校准有利地推动全渠道客户忠诚度

JDA Customer Engagement Cloud能够交付建立忠诚度同时获利的客户体验,帮助企业优化管理货品从零售商到顾客的过程。该解决方案带来了可见的实时供应流程和一致的供应链以有效地在全渠道复杂环境中供应货品。

使用JDA解决方案在每次交互体验中以客户为中心,改变您的业务:
  • 智能管理计划周期内上升的需求变化,提高客户满意度和获利能力
  • 提供无限通道,实时在广阔的网络中搜寻并交付具有更佳灵活性的商品组合并巩固忠诚度
  • 赋予店铺员工较大的产品和库存获得性信息以驱动客户体验
  • 综合利用库存配置灵活性和应用控制以满足增长的需求
使用JDA Customer Engagement Cloud解决方案获得真正的效益:

全渠道商务

为每个全渠道参与者提供重要信息以获取和更好地理解各个渠道的客户活动并将店内商品选择变为可获利的跨渠道客户参与。

获利保障

利用可供应天数计算和获利能力算法帮助库存应用管理以保证客户满意度。获得当日库存有货信息和明日库存有货信息以满足客户即时需求同时提高客户参与机会。

配置库存优化

评估何时库存和需求变动在执行中发生变化。该功能可以实时自动化处理库存与客户需求的一致性并能使用JDA的可承诺量专利技术。

客户订单管理

通过灵活的订单调配工作流管理拓展的客户触点需求,通过交互点和补货方法支持可配置的流程步骤。使用为全渠道环境特别定制的可配置的订单生命周期管理工具,避免了大成本的系统替换。

跨渠道价格执行

发展一致的跨渠道定价战略以保证毛利,支持成长的促销复杂性和多样化的交付机制。综合利用重要定价战略,在B2B和忠诚度环境中考虑从多角度的定价规则对客户的获利能力需求的支持。

JDA云服务交付

JDA Customer Engagement Cloud由JDA云服务交付,为世界最大的全球供应链提供了不断的供应链云存储和服务能力,包括联想、戴尔和百事。JDA云服务为零售商提供了:
  • 快速部署和更快获得价值的能力
  • 成本结构的改善
  • 及时的软件升级
  • 风险的降低
  • 有信心的解决方案和安心的技术保障
  • 供应链的专业知识、建议、分析和优化
为何选择JDA

JDA具有丰富的成功改造零售供应链的经验,具备独特的能力来帮助您在如今的消费者互相联系的零售环境中获得成功。我们和零售商和他们的制造伙伴的广泛的工作关系使我们能够深入到拓展的供应链中,为全球企业提供解决方案和服务以实现真正的效益。

通过以下功能增强您的JDA Customer Engagement Cloud效益:

A Retail Revolution

It is a brave new world for retailers, driven by "always-on” consumers — known as Generation C — who make decisions based on information gathered from multiple sources instantly. This new world has disrupted traditional ways of doing business. It has retailers examining their relevance and considering all facets of their businesses as a means of survival. Retailers and their manufacturing partners are examining their relationships with consumers — and each other — with a sense of urgency. Consider:

  • Retailers must "crack the code” as to what prompts shoppers to buy now versus later. That means they must optimize every moment that a customer is engaged with them, regardless of the channel or stage of the buying decision. Can you execute on personalized offers and promotions that capture and nurture customer business?
  • Satisfying customer demand profitably involves synchronizing your organization, processes and technology to quickly identify the best option in the most profitable way — while still satisfying customer needs. Are you up to the task?
  • Increased shopper expectations place customer satisfaction and profitability in apparent opposition. Savvy customers request price matching from sales associates who are uninformed as to profit potentials, and "buy anywhere, deliver anywhere” orders are completed without evaluation by profitability algorithms designed to optimize slim margins. Are your customer satisfaction and profitability goals in sync?
  • As demand cycle shifts accelerate, optimization during execution represents a huge gap for most retailers. Optimization technology that traditionally drives planning using batch processes cannot deliver execution guidance. Without guidance, users struggle to address supply changes and dramatic demand shifts in real time. What are you doing to apply execution optimization to realize better inventory utilization, increased customer satisfaction, and improved profitability?
  • More than ever, it is important to understand customer value. Do you know the profitability profile of an individual customer or a cluster of similar customers? What additional services are you willing to offer to upgrade their experience?
  • Generation C consumers demand an integrated, endless aisle experience: at home, in-store and using mobile. In contrast, most retailers are not prepared to deliver a consistent, cross-channel shopping experience. Do you struggle with segregated compensation plans, disconnected systems and channel-specific processes?
  • The 21st century store risks becoming a showcase — often for competitor retailers — rather than an inventory sales center. With 90 percent of transactions traditionally completed in the store, retailers must transform their associates into customer engagement agents. Can your store associates provide the informed, personalized service necessary to convert Generation C shoppers to buyers?
  • As manufacturers expand direct-to-consumer models to increase control of their brand presence, they must determine how to balance inventory between retail and direct-toconsumer channels, ensuring fair pricing between both without disrupting traditional retail partnerships. Do you understand what your manufacturing partners are doing to ensure positive customer engagement?

Moving Forward

Many omni-channel retail models today are designed around processes and inventory that are segregated by channel, brand and division, leading to delays and inconsistencies. For instance, in manufacturing, direct-to-consumer may be a separate business unit from traditional retail channels. As a result, crosschannel information sharing and the opportunity to gain market share through better consumer insights is compromised.

By adopting an omni-channel model, retailers can improve and personalize the customer shopping experience by gaining comprehensive insights into consumers’ preferences as they shop in-store, online and via mobile device. Behind the scenes, supply processes can be executed in real time with enterprise-wide, simultaneous flows for all channels, enabling both available-to-promise and capable-to-promise execution. In addition, real-time, optimized inventory placement can be enabled and transportation costs can be optimized. This new operational model offers retailers the flexibility they need to meet customer expectations through an adaptive, real-time supply chain.

The Solution: JDA Customer Engagement

Retailers seeking customer centricity in every interaction have much to consider, including:

  • The increasing frequency and scope of demand shifts between planning cycles, which commands intelligence during execution to ensure customer satisfaction and profitability
  • How to deliver endless aisles — sourcing and delivering from the broadest network in real time to offer greater assortment flexibility and to cement loyalty
  • The need to empower store associates with product and inventory availability information that is equal or superior to that accessible to consumers, allowing for increased customer satisfaction
  • Inventory allocation flexibility and utilization control to meet growing demands

While much effort has been made to capture customer transactions within business intelligence tools, retailers still struggle to deliver that knowledge in real time to those interacting with customers. JDA® Customer Engagement

is designed to deliver a customer experience that not only builds loyalty, but is profitable too. A single solution that addresses omni-channel commerce and optimization logic in real time, it helps manage not only how retailers deliver goods to customers, but also visibility into real-time supply processes and the supply chain alignment required to effectively supply those goods.

Key Capability: Omni-Channel Commerce

JDA Customer Engagement offers the ability to provide critical information to everyone who interacts with the omni-channel customer. The solution is designed to:

  • Enable in-store associates real-time access to customer details, including universal cart, purchase history and latest order status
  • Turn in-store visits into profitable, cross-channel customer engagements
  • Understand cross-channel customer preferences
  • Capture customer interactions across all channels: mobile, Web and store

Key Capability: Profitable Promising

Making a promise — and fulfilling it — are key moments of influence for developing repeat customers, which translate into increased profit for retailers. Understanding inventory allocation for product introduction or expanding premium customer loyalty all factor into the equation. If a customer can get the product they want, when they want it and the way they want it, they are more likely to make the purchase. That said, retailers must declare — with confidence — that they can deliver on that promise. This requires channel integration that allows retailers to make choices or trade-offs to meet customer desires, including the ability to view a single order across all channels and determine the most profitable way to make good on their promises.

JDA Customer Engagement features profitable promising capabilities designed to help shape inventory utilization with days-of-supply calculations and profitability algorithms that ensure customer satisfaction. It offers visibility into what inventory is available in the store today and what will be available tomorrow, fulfilling customer needs for immediacy while improving profitability and consumer engagement opportunities by:

  • Selecting the optimal shipping locations based on profitability factors that extend beyond just cost to consider shipping price, selling price and timeliness, recognizing that sometimes multiple locations are the best choice
  • Identifying pickup location options that accommodate multiple buying strategies such as "need it now” or "need it all together”
  • Guiding customers to pickup locations that have positive inventory thresholds to ensure satisfaction and hold the highest days of supply to optimize inventory utilization
A 2011 survey by American Express indicated that nearly
  80 percent of Americans surveyed have abandoned
  intended purchases because of poor customer service
  experiences. In contrast, they also indicated they would
  spend an average of 13 percent more with companies
  that provided excellent customer service. They also
  talk about their experiences, indicating they share
  information about good experiences with an average
  of nine people, but discuss bad experiences with nearly
  twice as many people.

Key Capability: Allocated Inventory Optimization

Delivering profitable promises requires both an understanding of real-time demand shifts and customer profitability, and the capability to respond strategically and dynamically to changes.Driven initially from the intended forecast for different channels and promotions, allocation optimization evaluates when inventory and demand shifts warrant changes in execution. This capability is enabled by JDA’s patented allocated available-to-promise technology, successfully developed for a manufacturing environment and now optimized for retail. It is designed to automate the alignment of inventory to customer demand in real time by:

  • Dynamically re-allocating inventory to meet shifting consumer demand and real-time supply changes within the context of corporate strategy
  • Supporting cross-channel fulfillment from a single distribution center, building inventory allocations based on demand forecasts and reserving inventory for the best customers and promotions

Key Capability: Customer Order Management

Support for expanded customer touchpoints demands an order orchestration workflow flexible enough to support process steps that are configurable by interaction point as well as by fulfillment method. For example, Web and mobile orders require real-time profitable promises and customer details in addition to traditional order management. Store orders need real-time inventory updates only. Similarly, while enterprise warehouse fulfillment usually requires pick, pack and shipment steps — which are managed by a robust warehouse system — endless aisle deliveries may demand flexibility to skip steps or input updates directly based on smaller vendor footprints.

JDA Customer Engagement helps retailers avoid costly system replacements in favor of a configurable order lifecycle management tool designed specifically for the omni-channel environment by:

  • Integrating disconnected systems to provide a single, seamless customer order experience
  • Facilitating third-party direct-to-consumer fulfillment

Key Capability: Cross-Channel Price Execution

Cross-channel retailing requires the ability to develop consistent cross-channel pricing strategies that support growing promotional complexity and diverse delivery mechanisms. Pricing strategies that consider customer profitability demand support for multi-dimensional pricing rules, especially in business-to-business and loyalty environments. For instance, execution of local promotions through global e-commerce and management of e-coupons in limited quantity consumption environments demand a single solution for price execution. JDA Customer Engagement is designed to protect margins by:

  • Providing policy and profitability guidance to associates asked to price match
  • Supporting omni-channel selling through flexible price execution rules delivered via services to e-commerce, pointof- sale and other customer touchpoint solutions
  • Delivering pricing strategies across business-to-business and business-to-consumer sales channels, including complex, time-limited promotions strategies, stacked promotions optimization and loyalty pricing
Are You Ready? There are significant opportunities for improvement when it comes to customer centricity. According to a 2011 study by Retail Systems Research, 33 percent of retailers indicated that synchronizing customer and inventory information across channels has had an impact on their business, while 67 percent indicate that it could have an impact on their business.

Delivered by JDA Cloud Services

JDA Customer Engagement is delivered by JDA Cloud Services, which offers continuous supply chain cloud capacity and capability for some of the world’s largest global supply chains, including Lenovo, Dell and PepsiCo. This means retailers can focus on their customers, rather than technology, to drive profitability throughout the retail supply chain. JDA Cloud Services offers retailers:

  • rapid deployment
  • faster time to value
  • improved cost structure
  • timely software upgrades
  • risk mitigation
  • solution confidence and technical peace of mind
  • supply chain expertise, advice, analytics and optimization
JDA Direct Commerce Suite
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