DIGITALISATION IN THE RETAIL SECTOR - TAN Shu Ling | Retail & Design 15 July 2020 - Singapore Retailers ...
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DIGITALISATION IN THE RETAIL SECTOR TAN Shu Ling | Retail & Design 15 July 2020
Digitalisation Trends in the Retail Sector Source: Ovum (2017). The Future of E-Commerce: Road to 2026 | Digital in 2019 Singapore study by wearesocial
The Retail Industry Digital Plan was launched in 2017 to guide retailers on their digitalisation journey.
Local retailers have embraced digitalisation over the years to enhance
customer experience and achieve greater operational efficiencies.
1 Porcelain Origins @ Paragon 2 Commune
The company’s first ‘smart’ spa which aims to offer Designing ‘store of the future’, enabled by digital tools
customers a truly seamless and personalised experience.
Commune: In Motion app – AR-
Product discovery bar – Interactive enabled mobile app that allows shoppers
screen that allows customers to to visualise how furniture would look like
gather information on every item in their own space
picked up (e.g. ingredients, usage).
Mobile point-of-sales with the same
Porcelain’s mobile app with interface as the app, but provides staff
personalised dashboard and an array with more information (e.g. unique selling
of self-services points) on-the-go, empowering them to
serve more confidently.
Virtual showroom to replicate the physical
shopping experience as much as possible
without needing shoppers to step out of home.
VR headsets in stores to offer a
Smart mirrors and Digital consultation rooms to provide differentiated CX.
details on post-care tips, treatment plans, etc.
COVID-19 has further accelerated digital shifts in the Retail sector, making
it more critical for retailers to adapt and win in the new normal
1 Digital consumption becoming retail’s new normal 3 Virtual experiences to replace some degree of physical shopping
A/VR technologies that enable consumers to replicate in-store experiences will
gain greater acceptance, with 67% of Chinese consumers believing that A/VR
devices can be used in virtual shopping scenarios in the future.
Examples include virtual shelfs filled with curated selection, virtual showrooms,
virtual assistants, virtual try-ons
Source: Nielsen (Link 1; Link 2)
Source: McKinsey
2 Proliferation of contactless technologies
Hygiene and cleanliness will become essential
retail design principles post-COVID, proliferating Virtual try-on by Warby Parker Virtual showrooms by Castlery and IWC
the use of contactless and self-service
technologies. Examples include self-service Other opportunities:
checkouts, e-payments, virtual try-ons. • Leveraging digital channels/formats to internationalise
Source: CBRE and McKinsey
• Building ‘smarter’ supply chains with digital tools to better predict and adapt to
market changes
In response to COVID-19, local retailers have embarked on new digital
initiatives to build alternative sales and engagement channels.
1 Mothercare 2 Jonathan Abel 3 Love & Co
Digital Nursery Advisor (DNA) Service –
Launched during CB, customers can enjoy
dedicated 1-on-1 advisory services via
livestreaming for product
recommendations.
Improved “click and collect” service to
be launched soon. It aims to reduce
turnaround time between ordering from
online platform and collecting in-store to 1
hour.
Virtual personal shopper
Expansion of digital sales Dedicated e-commerce website introduced by Love & Co
channels by launching launched in Mar 2020 to engage during CB as an alternative
Mothercare Flagship Store its prospective clients digitally platform to provide
on Lazada. and also to serve both domestic dedicated services and
and overseas customers. advice to couples.
ESG launched the E-Commerce Booster Package in Apr 2020 to support
retailers to develop digital presence
E-Commerce Booster Package
What
• The E-Commerce Booster Package was launched in April 2020 to support retailers amid COVD-19 to diversify ways to reach customers by
taking their businesses online.
• The package comprises the following:
• Singapore E-Commerce Programme
Support retailers in selling their products on e-commerce platforms (i.e. Amazon, Lazada, Qoo10, Shopee) for the domestic market. These
platforms will help and support retailers to curate and list their products online, perform fulfilment and delivery of orders, participate in
promotion campaigns and perform basic data analytics of their sales.
• Multichannel E-Commerce Platform (MEP) Programme
Curated solution providers on the MEP Programme will help retailers to list and sell their products on multiple overseas e-marketplaces.
• Digital Marketing Programme (DMP)
Retailers can tap on DMP to raise proficiency in implementing effective digital campaigns, and increase brand awareness and sales
conversions across multiple channels. DMP partners will work with retailers to plan and execute campaigns, and analyse their
effectiveness.
Support level
• Eligible local retailers will receive a one-time support to defray 90% of eligible costs if they sign up for the programme(s) by 30 September 2020.
• Retailers participating in the programmes can also apply for one-time additional manpower support of up to 90% of qualifying manpower costs for
three months.
ESG launched the E-Commerce Booster Package in Apr 2020 to support
retailers to develop digital presence
How to apply
• Retailers can directly contact the appointed e-commerce platforms listed below for more information on their service offerings for SEP and
MEP:
E-commerce for domestic market – E-Commerce for overseas market –
Singapore E-Commerce Programme Multichannel E-Commerce Programme
PARTNER CONTACT DETAILS PARTNER CONTACT DETAILS
Anna Ngyuen Loh June Yong
Amazon CombineSell
amazonsellersg@amazon.sg sales@combinesell.com
Lazada Derrick See Cindy Chiah
Singapore sell_online@lazada.sg SELLinALL
cindy@sellinall.com
Jenny Chan Gordon Lee
Shopee Synagie
selleronboarding_sg@shopee.com glee@btfl.ly
Hagen Soh Krishna
Qoo10 Vinculum
retailers@qoo10.com krishna.r@vinculumgroup.com
• Retailers can directly contact Retail_Design@enterprisesg.gov.sg for more information on the advisory support and solutions
providers for the Digital Marketing Programme.
Other digitalisation efforts could be funded through PSG and EDG
Capabilities Development Capabilities Development
Productivity Solutions Grant (PSG) Enterprise Development Grant (EDG)
What
What
• One grant for companies to access a wider range of productivity
solutions for business upgrading • To support companies as they undertake deeper
transformation in business upgrading, innovation and
• Covers pre-scoped IT solutions and equipment with prequalified vendors internationalisation
(for IT solutions)
• Supports projects under three pillars– (1) Core Capabilities
• Adoption of broad-based solutions such as Customer Relationship (2) Innovation and Productivity and (3) Market Access
Management (CRM) and Human Resource Management (HRM)
Systems
• Supportable solutions have been expanded to include: Support level
• Online collaboration tools • Funds up to 80%* for qualifying activities
• Virtual meeting and telephony tools
• Queue management systems * Enhanced funding of 80% from 1 April 2020 to 31 December 2020. For enterprises that are
• Temperature screening solutions more severely impacted by COVID-19, the maximum support level may be raised to 90% on a
case-by-case basis.
Support level
• Funds up to 80%* for qualifying activities
• Grant cap of up to $30,000 a year
• Expanded scope will include a training subsidy that covers 70% support
for out-of-pocket training expenses, capped at S$10,000 per enterprise
9
* Enhanced funding of 80% from 1 April 2020 to 31 December 2020
Thank You This material contains confidential and/or official information. The terms and conditions governing its use can be found at www.enterprisesg.gov.sg/Terms-of-Use.
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