Visit our Focus Rooms
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•
Evaluation of Implementation
Proposals by Dynamics AX R&D
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Experts
•
Gain further insights on Dynamics
AX Industry Solution Offerings
•
Resolution Guidance on Solution
Roadblocks
•
Networking
Focus Topic Highlight
Business Intelligence
Tuesday 2.15pm – 5.45pm
Risso 6C
DISCLAIMER
©2011 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks
and/or trademarks in the U.S. and/or other countries. Other names and brands may be claimed as the property of others.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation.
Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and
Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. All pre-release product release dates and
features specified are preliminary based on current expectations, and are subject to change without notice. Microsoft may make changes to
specifications and product descriptions at any time, without notice.
Sample code included in this presentation is made available AS IS. THE ENTIRE RISK OF THE USE OR THE RESULTS FROM THE USE OF THIS CODE
REMAINS WITH THE USER.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. NO LICENSE, EXPRESS OR
IMPLIED, BY ESTOPPEL OR OTHERWISE, TO ANY INTELLECTUAL PROPERTY RIGHTS IS GRANTED BY THIS PRESENTATION. Microsoft products are not
intended for use in medical, life saving, or life sustaining applications.
TECHNICAL CONFERENCE 2011
LEARN | INSPIRE | INNOVATE
SESSION CODE : BRK254
MICROSOFT DYNAMICS AX FOR RETAIL
STRATEGY, ROADMAP, INVESTMENTS
ASHVIN MATHEW, MICHAEL GRIFFITHS, BALAJI BALASUBRAMANIAN
MICROSOFT DYNAMICS R&D
MICROSOFT CORPORATION
Microsoft Dynamics
Empowering Dynamic Retailers to Deliver
the Complete Shopping Experience
Delivering the Future of
Retail……Today
Its all about the customer …
“We build our competitive
advantage by understanding
our customers better than the
competition.”
“Our business activities are
always centered on the
customer, his demands
and how best to fulfil
them.”
“Our customer satisfaction
exceeds that of our
competitors”
“… our core purpose – to create
value for customers to earn their
lifetime loyalty”
Philip Clarke, Tesco CEO
“Company operations start with the demands
of the customer being channelled by the store.
Customer desire for fashion is not just viewed
from the perspective of fashion, but taken into
overall account, considering everything that
complements the buying experience.”
“Client-Oriented culture: getting to
know our customers better in order to
serve them better”
#1 strategic pillar for Carrefour
Customers not only want to find what they are
looking for, they also want to be surprised with new
products or items that make their life easier.
As a result of these experiences, customers become
the brand’s ambassadors.
“Customers at the centre …
constant focus on the customers needs”
“...to our customers: Migros is the Swiss
company that is passionately committed to
improving the quality of life of all of its
customers.”
“H&M aims to constantly meet or
exceed customers’ expectations”
H&M Annual report 2011
What is top of mind for retailers?
Microsoft Retail Strategy
Empowering Dynamics Retailers to Deliver the Complete Shopping
Experience
Improving the way you
connect with your
customers
Empowering your
employees to better serve
the customer
Fulfilling your brand promise
through excellence in
execution
Microsoft Dynamics Retail Momentum
Customer Momentum
Onboarding to vision (workloads)
Multiple Points of Engagement
Customer/Consumer
 Sell in the Way Retailers Buy
 Investment Protection
 Flexibility
Multi-Channel Management
Store Operations
&
Merchandising
Customer Care
&
Social Commerce
Order Management
Replenishment
Logistics
Financial
Management
(GL/AP/AR)
Back office
Microsoft Stores – 75 New to Open
Microsoft Retail Experience Center
Why Microsoft in Retail?
Greater than the sum of its parts
Microsoft stores
Azure, Windows
Server
XBOX, Office,
Windows Games, etc.
Windows, SQL
Server, etc.
Microsoft Vision for Retail
Our vision is to provide Enterprise Retail Customers with a seamless and differentiating solution for MultiChannel Management, Store Operations, Merchandising, CRM and ERP enabling the insight, agility, and
execution to meet and exceed consumer expectations with superior time to value.
GO BIG!
Vision to Reality
Unlike other vendor solutions, Microsoft offers these capabilities unified across channels as part of an
integrated, role-based solution and technology stack helping reduce complexity; optimize productivity; and
empower higher levels of customer service.
Retail Solution - Vision
A global multi-channel retail solution capable of being deployed as a complete end-to-end ERP solution
or
as a multi-store management solution integrated with an existing ERP or existing POS system
3rd Party ERP
Retail Solution – Cross channel flows
At Home over the web
At the Store
Retail Solution – Cross channel flows
On Phone
At Checkout
High
Retail Solution – Target Verticals
Medium
Low
Retail
Food and
Beverage
General
Merchandise
Convenience/
Gas
Motor Vehicle
Parts
Beer, Wine and
Liquor
Department and
Discount Stores
Auto Parts, Accessories
and Tires
Grocery/Specialty
Foods
Warehouse Clubs and
Super Centers
Automobile Dealers
Health, Personal Care
Cosmetics, Health
and Beauty
Specialty Retail
Optical
Bldg. and Garden Mat, Equip.
and Sup.
Clothing and Clothing Accessories
Other Motor Vehicle
Dealers
Drug and Pharmacies
Electronic/Appliance Stores
Home Furnishing Specialty
Misc. Specialty Retailers
Sp. Goods, Hobby, Books, Music
Microsoft Confidential
All Standard Dataflows
Retail Solution
Product master
POS settings
Staff information
Transactions
Etc.
System Overview
POS
POS n
1
Add-hoc Operations
Global vouchers/gift cards
Inventory lookup
Loyalty
Sales order/invoice handling
Centralized returns
Customer account payments
Etc.
© 2011 Microsoft Corporation. All rights reserved
Store 1
Store N
Retail Roadmap – As presented before
RCM 2009 R2
(20 GEOS)
RCM
AX
for Retail
RMS
Multi-Store
AX 2009
LS Retail
AX for Retail
(AX 2009)
(16 GEOS)
AX for Retail R2
(AX 2009)
(+22 GEOS)
RMS Feature Pack 1
Retail Roadmap – UpdatedRoadmap Updated
RCM 2009 R2
(20 GEOS)
RCM
AX
for Retail
RMS
Multi-Store
AX 2009
LS Retail
AX for Retail
(AX 2009)
(16 GEOS)
AX for Retail R2
(AX 2009)
(+22 GEOS)
RMS Feature Pack 1
AX 2012 - Retail & Online Services
“Deliver a premier global, multi-channel retail solution with
seamless, easy-to-use, customizable business processes from sales to
supply”
• Goals of the AX 2012 Releases (Wave 1 and 2)
• Retail Solution Upgrade to AX 2012
• Support all countries (One GLS)
• Co-existence of Industry solutions
• Rich and Seamless Multi-Channel solution
• Key Investments on Industry Excellence
Key Investment Areas for AX2012 for Retail Wave 1 Release
26
Today we will show you …
Centralized Channel Administration
Centralized Retail Staff Management
Customer Orders
Components in action today
Pains and challenges
Channel Manager
• Do not have a central system to setup and administer all sales channels
• Difficult to setup, administrate retail stores and POS terminals across companies
• Custom implementation of channel groups and hierarchies
HR Manager
• Retail Staff not integrated into central HR processes & procedures (Jobs, Position, Worker)
• Cannot enable Retail staff to work across 1, multiple or all retail stores
• Cannot easily manage Retail Staff HR procedures for key scenarios (e.g. seasonal requirements)
Cashier
• Servicing customers productively and efficiently is dependent on products purchased
• High cost of training and learning curve for servicing customers across multiple systems
• Lack of seamless integration to existing store and terminal infrastructure
Organizational model
• Framework to model your organization
• Integration with application frameworks
• Sharing of master data
Conceptual Model
Retail Uptake and Benefits
•
Retail Uptake
– Provide an easy way to create retail specific org hierarchies
– Enable better sharing of retail data and parameters between legal entities
• Benefits
– Use of standard AX functionality for channel groups
– Ability to create flexible hierarchies with effective dates
– Consistent use of online and brick and mortar channels for retail scenarios (Assortment,
Pricing, Replenishment)
– Channel is it’s own financial dimension
Demo 1 : Centralized Sales Channel Management
Persona
Channel
Manager
Pain Points and Challenges
Do not have a central system
to setup and administer all
sales channels
Difficult to setup, administrate
retail stores and POS terminals
across companies
Custom implementation of
channel groups and hierarchies
Features Covered
Organization Model
Framework and uptake in
Retail Solution
Retail Stores & POS
Terminals setup
Results and Benefits
Central management of all
sales channels
Global view of all stores
and terminals across
enterprise
Grouping of stores for
various needs in
streamlined, standard way
Retail Staff Management
•
•
•
•
34
Integrated into core AX Human Resources module
Integrated and uptake of Worker model
Simplified Management of Staff and their permissions
Enabling key scenarios quickly and easily
– Restrict retail staff to 1 store, group of stores or all stores
Job
Position
Store
Address
book
Worker
Worker
Demo 2 : Centralized Retail Staff Management
Persona
HR Manager
Pain Points and Challenges
Retail Staff not integrated into
central HR processes &
procedures (Jobs, Position,
Worker)
Cannot enable Retail staff to
work across 1, multiple or all
retail stores
Cannot easily manage Retail
Staff HR procedures for key
scenarios (e.g., seasonal
requirements)
Features Covered
Worker Model and uptake
in Retail Solution
Retail Staff, POS
permissions group - setup
and management
Results and Benefits
Retail Staff integrated into
core AX HR module
Easier way to manage
permissions applicable at
POS
Staff can now easily be
assigned to 1, multiple or
all retail stores
Customer Order - Feature Goals
• Support non-cash and carry ordering workflows
– Quote
– Sales Order
• Support Cross channel Fulfillment
– In Store Pickup
– Ship to an address
• Posting to AX and Settlement
36
Feature Overview
Ship to
Customer
Pickup in
Store
37
Order
Online
Order In
store
Existing
New
New
New
Customer Orders - Details
• Order Configuration in AX
• Order Creation and Customization in POS
– All aspects of Pricing, Discounts and Taxes apply in POS
– Deposit calculation, collection and posting
– Dual printer and full page printing support
• Order Retrieval
– Created from same, another store or Online store
– Modify order as necessary (state specific)
– Picking and Packing slip can be created in POS
Customer Orders - Details
• Customer Order Pickup
– Pickup of order created in same, different or online store
– Balance computation based on deposit
– Partial and/or full pickup is supported
– Order settlement against deposits and payments
• Order Cancelation supported in POS
• Return orders supported in POS
Demo 3 : Customer Orders
Persona
Channel
Manager
Pain Points and Challenges
Cannot support scenarios at
POS to take order and service
customer when products are
not available at retail stores
High cost of training and
learning curve for servicing
customers across multiple
systems
Lack of seamless integration to
existing store and terminal
infrastructure
Features Covered
Customer Orders
Results and Benefits
Cashiers use simple and
standard POS application
to
Ability to provide
sales quotations and
then convert them to
orders
Process orders for
products not in store
Orders are subject to
all store specific
pricing, discount,
taxes etc.
Complete integration into
all POS processes and
hardware
What we showed you today…
•
Retail Solution – Vision, Roadmap
•
AX 2012 Retail Solution – Key investments in the upcoming release
•
Demonstrated few of the key capabilities in the upcoming release
– Organization Model uptake and enabling centralized management of sales channels
– Worker model uptake and enabling centralized management of Retail Staff
– Customer orders and enabling key scenarios for processing orders at POS
Related sessions
• BRK256: Dynamics AX for Retail – Key improvements in Merchandising and Store Operations
• CHK222: Dynamics AX for Retail – Drill down on Store Connect, Transaction Service, Monitoring
and Troubleshooting
• BRK255: Dynamics AX for Retail – Online Services Overview and Investments
Visit our Focus Rooms
Risso 6A/B
Risso 6C
Risso 7A
Risso 7B
Risso 8A
•
Evaluation of Implementation
Proposals by Dynamics AX R&D
Solution Architecture & Industry
Experts
•
Gain further insights on Dynamics
AX Industry Solution Offerings
•
Resolution Guidance on Solution
Roadblocks
•
Networking
Focus Topic Highlight
Business Intelligence
Tuesday 2.15pm – 5.45pm
Risso 6C
© 2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions,
it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.