RetailT
echnology
in Latin America, India and South Africa. “Based on our detailed knowledge of the
market and trends, our objective is always to anticipate our customers’ needs and expectations worldwide and to integrate the latest innovations into our solutions. We are very proud to support such an international brand as L’Occitane in deploying a global and powerful IT system,” stated Nathalie Echinard, Cegid director of vertical markets. Having chosen Yourcegid Retail,
L’Occitane now has a system that matches its store management, CRM, merchandising and inventory management needs. “At the front line of business, the IT system plays a pivotal role in L’Occitane Group’s brand development by improving operational productivity at every level and offering retail- specific innovation,” de Verdelhan added. Yourcegid Retail is localised for each
country (language, tax, regulations, credit card payments etc.) and also includes processes and industry requirements specific to each country. “We now manage all our stores worldwide with a modern,
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international IT system. We are now able to standardise and optimise our processes at the Group level. And measuring operational excellence at each site has become easy,” added the L’Occitane CIO. In line with L’Occitane’s customer-
centric approach, the system offers new, value-added CRM functions, such as a loyalty management engine adapted to the needs of each country, whether that be complex points programs in Asia, customer relationship programmes and special offers in Europe, or something entirely different. In additions, new functions such as instore mobility, omnichannel integration and biometric identification of sales staff are available. “We can now enjoy more complex
interaction with our customers, manage their loyalty points in real time across all sales channels, customise promotions and offer services such as click & collect,” said de Verdelhan. To see this large-scale project through to completion, Cegid relied upon its international infrastructure of more than 10
subsidiaries worldwide and the significant involvement of its local value added reseller (VAR) network. “Significant synergies were created
between our staff and L’Occitane’s management team. We were able to swiftly adapt the core model to respond to the business complexities L’Occitane faced in Asia, the US and EMEA [Europe, Middle East and Africa],” noted Cegid’s Jauze. L’Occitane echoed this statement. “Cegid
is one of the few, if not the only software provider capable of supporting companies worldwide by offering a single, international and localised solution,” said de Verdelhan. Organised as an international holding
company, the L’Occitane Group has more than 2,500 stores in 100 countries, of which more than 1,200 are company-owned. L’Occitane was listed on the Hong Kong stock exchange in May 2010. The L’Occitane Group reports a turnover of 1.04 billion euros on the financial year closed on 31 March 2013, 92.1% of which was made outside of France.
Spring/Summer 2014 51
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