By Michael Kure, SAP Customer Marketing
“What’s in the box?” maybe a question you’ve heard or asked before. But for the purpose of this story, maybe a more accurate question is, “What that box? “Although this box is filled with convenient products and services – some of which can be customized by and for customers – it is an actual” box “suitable for an exceptional customer experience.
So, what then is this box that I mysteriously alluded to, and Why is it worth paying attention to? Read on to find out more.
Stay ahead of the small-scale retail space
Valora Group Based in Switzerland has more than 2,700 small retail outlets and kiosks offering convenience goods ranging from publications to pretzels and other fresh products, and more, in locations that are very frequently visited in Switzerland, Germany, Austria, Luxembourg and the Netherlands .
Valora, as well as its competitors, found that comfort while traveling is the most important for consumers today, with high frequency locations (such as train stations and airports) and comfort centers that are gaining popularity and importance.
So, the big question for Valora is how to distinguish itself from competition in this difficult small-scale retail sector.
The answer? A box. I repeat, a BOX. But more about that later.
Something new, something needed
To maintain its retail leadership position, Valora needs new ideas, innovative concepts, which will build brand value and attract the attention of current and potential customers and not let go. Actually, the idea is to make them come back again.
Trends are customer requests for 24/7 shopping options and ease of payment while on the go. To take advantage of this, Valora came up with a plan to create something that did not exist in Switzerland – completely the new department store concept who work independently and are fully controlled by the customer.
Make it real in only six months
Valora needed a solution that combined customer relationship management with marketing, and found it on the Internet SAP Cloud Platform. This solution is based on SAP C / 4HANA Cloud Customer Data, SAP Marketing Cloud (implemented by partners Pagnos) and SAP Commerce Cloud (implemented by partners Webtiser) and is provided via the API in a customer-specific mobile application to maximize the user experience.
By taking a Minimal Viable Product (MVP) approach, everyone can work in a lean and agile project team, allowing companies to move from the concept for full implementation in just six months. (For more on this, see the Valora Innovation Award pitch deck pitch linked at the end of this article.)
Introducing the avec box
Valora’s efforts were supported by partners Pagnos and Webtiser gave birth with box – department store in the future and the first department store in Switzerland. What makes this “box” so unique is that it provides the convenience of a physical store with the convenience of a digital business model.
avec box enables a holistic customer experience by providing 24/7 access to digital stores in physical locations through the avec smartphone application. For buyers, there are no rush hour lines to compete, nor do they have to worry about bringing currency or credit cards to the store. And, no interaction with registers or staff is needed – all of which have been very significant so far COVID-19 pandemic.
A stress-free shopping experience
Customers can enter at any time of the day or night and shop at their leisure. Use with the application, buyers can take the product they want to buy from the shelf, scan to a digital shopping basket on their smartphone, and then be billed for it after they leave the store. The entire avec box experience is fast, convenient, and customer-friendly.
But wait, there’s more. avec box also provides a personalized shopping experience for customers. the avec box will remember the shopper’s last coffee and recommend it for future purchases.
Upside down for Valora
Since launching the AVEC box, Valora has seen an increase in brand value and awareness, enjoying a significant increase in new customers registered (through the application), and opening up new revenue streams. The avec box modular landscape solution also allows Valora to explore new use cases and expand the scale if needed.
There used to be a popular American confection with the ad tagline, and I’m paraphrasing here, “There are surprises in every box.” In Valora’s case, the avec box is a box that offers some surprises on its own, and for buyers in Switzerland, that is something to look forward to.
You can read more about what Valora did to create and launch avec boxes in their boxes SAP Innovation Awards 2020 pitch deck. And for more stories about how leading-edge businesses are emerging stronger than a pandemic, visit www.backtobest.com.