JDA Software
 

Profitably drive omni-channel customer loyalty with real-time optimization and alignment

Designed to deliver a customer experience that profitably builds loyalty, JDA’s Customer Engagement solution suite helps optimally manage how retailers deliver goods to their customers. The solutions deliver visibility into real-time supply processes and provide the supply chain alignment required to effectively supply goods in a complex omni-channel environment.

Transform your business using JDA solutions to drive customer centricity in every interaction:

  • Intelligently manage increasing demand shifts between planning cycles through to execution for increased customer satisfaction and profitability
  • Deliver endless aisles — sourcing and delivering from the broadest network in real time to offer the greater assortment flexibility and to cement loyalty 
  • Empower store associates with superior product and inventory availability information to drive an enhanced customer experience
  • Leverage inventory allocation flexibility and utilization control to meet growing demands

Achieve real results with the following JDA Customer Engagement solution capabilities:

Omni-Channel Commerce
Provide critical information to everyone who interacts with the omni-channel customer to capture and better understand customer interactions across all channels and to turn in-store visits into profitable cross-channel customer engagements.

Profitable Promising
Help shape inventory utilization with days-of-supply calculations and profitability algorithms that ensure customer satisfaction. Gain visibility into inventory available in-store today and what will be available tomorrow to fulfill customer needs for immediacy while improving engagement opportunities.

Allocated Inventory Optimization
Evaluate when inventory and demand shifts warrant changes in execution. This capability is designed to automate the alignment of inventory to customer demand in real time and is enabled by JDA’s patented allocated available-to-promise technology.

Distributed Order Management
Manage expanded customer touchpoint demands with a flexible order orchestration workflow that supports configurable process steps by interaction point and by fulfillment method. Avoid costly system replacements in favor of a configurable order lifecycle management tool designed specifically for the omni-channel environment.

Cross-Channel Price Execution
Protect margins with the ability to develop consistent cross-channel pricing strategies that support growing promotional complexity and diverse delivery mechanisms. Leverage critical pricing strategies that consider customer profitability demand support for multi-dimensional pricing rules in business-to-business and loyalty environments.

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. JDA Cloud Services offers retailers:

  • Rapid deployment and 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

Why JDA?

JDA’s rich heritage of successfully transforming retail supply chains around the world makes us uniquely qualified to help you succeed in today’s consumer-connected retail environment. Our extensive work with retailers and their manufacturing partners affords us an in-depth view into the extended supply chain, allowing us to provide solutions and services that deliver real results to companies worldwide.

Augment your JDA Customer Engagement results with these additional capabilities:

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
Develop, retain and manage all-channel customers from one centralized database.
Quickly determine product availability based on patented promising algorithms designed to support manufacturing.
Enhance the online buying process for configurable and build-to-order products.
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