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Istanbul, Turkey


SAP Hybris


MS Surface App

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Interactive Kiosk in Retail

In recent years, there has been a shift in businesses' focus from products to customers. Marketing companies are now emphasizing the use of digital technology to enhance customer engagement. According to an analysis by WBR, 80% of retailers consider the widespread implementation of interactive self-service kiosks as a key objective for the upcoming years.

What is meant by an interactive kiosk?
An interactive kiosk is a device equipped with integrated software that enables users to access necessary information, perform specific actions, and conduct financial transactions. The primary purpose of these kiosks is self-service, allowing individuals to complete the entire process of purchasing or getting acquainted with a product right in the store, without the need for assistance from authorized personnel. These kiosks are designed with an intuitive user interface.

Case Background
Koçtaş has undertaken an infrastructure change with the Hybris platform, which has native SAP integration capabilities, as part of its digital transformation journey. This change aimed to centralize the management of digital channels, provide a secure and stable infrastructure, and create flexible and modular structures. As a result of this infrastructure change, the website, phone sales, kiosk, iOS, and Android app channels have all been migrated to the Hybris platform.

Empowering In-Store Penetration through Kiosks
The penetration of these investments in digital channels into the stores has been made possible through Kiosks, and it has yielded significant benefits. The competencies brought to the offline (in-store) channel by Kiosks include:
  • Diverse Delivery Options: Customers can choose from various delivery methods, such as in-store pickup or home delivery.
  • Accurate Stock Management: Real-time stock availability and updates to keep customers informed.
  • Expanding Product Range: A significant increase in product range, with up to 600% growth in smaller stores and a staggering 100% in larger stores, featuring around 80,000 SKUs.
  • Seamless Digitalisation: The entire shopping experience is digital, from product selection to payment.
  • Proactive Sales: Enhanced capabilities to provide customers with personalized recommendations.
Enhanced Kiosk Shopping Experience The shopping experience on Kiosks begins with customers adding products to their cart and placing orders through the Kiosk. After the transaction is completed on the Kiosk, order details are integrated into the cashier system, and a QR code, defined based on the customer's entered phone number, is sent to the customer via SMS. When customers arrive at the cashier, they show the QR code or order number from the SMS to the cashier to display the items in the order created on the Hybris platform. The order can be revised at the cashier or additional products from the shelves can be added. After payment is made, the finalised order is delivered to the customer according to the chosen delivery method.

Real-Time Inventory Control
Real-time reservation and stock checks are ensured using the SAP CAR OAA module for purchases made on Kiosks, guaranteeing product availability.

High-Level Security
Due to the public nature of Kiosk device usage, security is a high priority. Therefore, instead of entering a password during customer registration, a password reset link is sent to the email address entered during shopping. Communication permissions are obtained and secured with a timestamp under the scope of KVKK (Personal Data Protection Law).

Enabling In-Store Sales and Customer Relationships The experience described above has enabled the mobilization of fixed Kiosk functions, allowing store employees to also make sales. Improvement in customer recognition is achieved through the analysis of customer insights and historical data, empowering sales consultants to provide focused solutions and recommendations. The Hybris platform, using the ASM module, has provided a Clienteling structure, facilitating the transformation into an in-store sales application.
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