Adapt customers Made.com, Smiffy's and Gondola Group (owners of Pizza Express and Zizzi), discuss how cloud can create outstanding customer experiences. Webcast available from: http://www.adapt.com/whats-new/events/webcast-creating-outstanding-customer-experiences-the-cloud-in-context.html

1. Creating Outstanding Customer Experiences
Views from Made.com, Gondola Group & Smiffy’s
#CloudinContext
February 2014

2. 02
Introducing…
Made.com
RH Smith & Sons
Gondola Group
Adapt
From selling one
side table in April
2010 to over 30,000
items last month
Currently
celebrating its 120
year anniversary
Serving 4 million +
portions of dough
balls per year
Infrastructure
heroes to high
growth businesses
>
2.5m visits in
January
>
Operating over 5
regions
>
Serving 14k
people
>
Award-winning
platforms
>
Expanded to
France in 2013;
represents 15%
of the business
>
30m items
shipped per year
>
73 million meals
>
>
>
6,000 product
lines
700 restaurants
Rock solid service
management
>
Translate technology
to business advantage
Jonathan Howell, CTO
Darryl Wadhams, IT
Manager
Najeeb Ahmad, Group
Infrastructure Manager
Kevin Linsell, Head of
Service Development

3. What is your #1 challenge to
deliver outstanding
customer service?
What’s your
view?
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4. Demand Management
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5. 05
UK consumers spent 17m hours browsing and
shopping online on Boxing Day, contributing to a total of
44.3m hours shopping online across Christmas Eve,
Christmas Day and Boxing Day.
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Source: Experian Hitwise, 2014

6. Quickest Delivery
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7. 07
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Sourced from Forbes.com

8. eCommerce & Omni-Channel
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9. 09
67% of online shoppers have made
purchases in the past six months that
have involved multiple channels
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10. 010
Top reasons for abandoning online
shopping carts:
1. Shipping charges: 76%
2. Security concerns: 57%
3. Lengthy process: 39%
#CloudinContext

11. How would you define the
role of IT within your
business by 2017?
What’s your
view?
#CloudinContext

12. To listen to the full discussion,
access the webcast now!
twitter: @DoMore_Adapt
#CloudinContext