Supply chain management company, JDA Software Group, has launched a new solution designed to improve and personalise the customer shopping experience, build consumer loyalty and drive profitability.
JDA Customer Engagement is described as a single solution that addresses omni-channel commerce and optimisation logic in real time.
It helps optimise not only how retailers deliver goods to customers, but also the alignment of real-time supply processes and inventory to effectively source those goods, said the company.
“The retail industry is at a critical juncture in its history. Consumers today — empowered with mobile technology — have instant access to information that shapes what they buy, when and where they buy it, and at what price,” said Hamish Brewer, president and CEO, JDA Software.
“These connected consumers determine which retail enterprises succeed and which fail. With JDA Customer Engagement we have developed a comprehensive approach to address this challenge now, in order to help retailers avoid becoming a victim in this rapidly changing retail environment.”
According to the company, JDA Customer Engagement is designed to help retailers profitably achieve customer-centricity in every interaction through the following capabilities:
JDA Customer Engagement offers the ability to provide information to everyone who interacts with the omni-channel customer. The solution is designed to give in-store associates real-time access to customer details, understand cross-channel customer preferences and turn in-store visits into profitable, cross-channel customer engagements, said JDA.
The profitable promising capabilities help shape inventory utilisation with days-of-supply calculations and profitability algorithms that ensure customer satisfaction, claims the company. 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.
Allocated inventory optimisation
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, said JDA. Driven initially from the intended forecast for different channels and promotions, allocation optimisation evaluates when inventory and demand shifts warrant changes in execution. This capability, designed to automate the alignment of inventory to customer demand in real time, is enabled by JDA’s technology, developed for a manufacturing environment and now optimised for retail.
Customer order management
Support for expanded customer touch points demands a workflow flexible enough to support process steps that are configurable by interaction point as well as by fulfilment method. JDA said Customer Engagement helps retailers avoid costly system replacements in favour of a management tool designed specifically for the omni-channel environment.
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. JDA said its solution offers pricing capabilities that consider customer profitability and support multi-dimensional pricing rules, including rules for business-to-business and loyalty environments.
“While much past effort has been made to capture customer transactions within business intelligence tools, retailers still struggle to deliver knowledge in real time to those interacting with customers,” said Wayne Usie, senior vice president, retail, JDA Software.
“Consumers no longer have the time or patience for that old way of doing business — retailers must be able to operate in real time to avoid being left behind. JDA’s rich heritage of successfully transforming retail supply chains around the world makes us uniquely qualified to help retailers succeed in today’s consumer-connected environment. JDA Customer Engagement is designed to help them do just that.”