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:
Achieve real results with the following JDA Customer Engagement solution capabilities:
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.
Customer centricity starts with understanding the customer. JDA’s customer data repository contains a history of shopper purchases, buying patterns, preferences, demographics and loyalty data to enable retailers to better understand and assort to each customer. Coupled with JDA’s “big data” analytical capabilities that reveal buying intents and paths to purchase, retailers now have levels of customer intelligence that enable engagement at every step of the omni-channel shopping experience, including inside the store by arming salespeople with rich clienteling tools that personalize assisted store visit.
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.
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:
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.
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:
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.
Retailers seeking customer centricity in every interaction have much to consider, including:
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.
JDA Customer Engagement offers the ability to provide critical information to everyone who interacts with the omni-channel customer. The solution is designed to:
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:
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:
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:
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:
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: