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Mexican footwear retailer steps up customer engagement with Oracle Cloud

Glaucia Maurano
Marketing Director Latin America - Retail
This is a syndicated post, view the original post here

Grupo Nazan accelerates online retail operations to support customers in the pandemic 

Mexican retailer Grupo Nazan is transforming from a physical store and catalog-based operation into a digital omnichannel enterprise with Oracle Cloud. Grupo Nazan sells footwear brands Impuls, Destroyer, and Playa Mayoreo in Mexico through 100 physical stores, online channels, and call centers. During the pandemic, Grupo Nazan tapped into its rich customer database of catalog sales to expand digitally and physically. With Oracle Retail, Grupo Nazan was able to rapidly display inventory to customer service representatives, optimize logistics costs, and implement promotions for different customer segments based on their interests. 

“Our growth required a modern set of solutions to increase customer satisfaction at scale,” said Juan Castro, managing director, Grupo Nazan. “With distributed omnichannel operations, we needed to build an integrated experience to serve our customers better. We launched “Project Impact” with the support of Oracle Retail and transformed all aspects of our business.” 

oracle retail omnichannel_customer engagementProject Impact is Grupo Nazan’s internal campaign to inspire the teams to become a true omnichannel focused organization. Before the store closings, physical stores were responsible for 90% of revenues and online sales hovered at 9%. In just two months, online sales increased to 34%. In response, Nazan turned its distribution center into an online store in a matter of hours. Using Oracle Retail Order Broker, call center agents were able to swiftly manage orders, increasing fulfillment levels by 4-5%. This ensured that orders were delivered to each customers doorstep in a timely manner.  

“Oracle Retail presented a set of solutions and consultants highly adept in serving the retail market,” said Moises Macías, director of IT and logistics, Grupo Nazan. “We chose solution integrators, Skillnet, and Logic Information Systems, to implement our omnichannel strategy. The technology environment we set up provides us online real-time information and is helping us to understand the changes needed to react more quickly to our customers’ needs during the pandemic.” 

Grupo Nazan implemented Oracle Retail Xstore Point-of-Service, Oracle Retail Customer Engagement Cloud Services, Oracle Retail Order Broker Cloud Service, and Oracle CX Commerce to provide a seamless shopping experience.  

“The pandemic is accelerating the pace of change in retail, propelling a new approach to digital to the top of the priority list,” said Mike Webster, senior vice president, and general manager, Oracle Retail. “A single view of customers, inventory, and orders offers an operational advantage in this time of uncertainty. Together with Oracle, Grupo Nazan has adapted their operations to respond to the market and changing consumer expectations safely.” 

“While customers can’t spend time in physical stores, we were able to improve the shopping experience online to serve them better,” said Ramón Rodríguez, marketing director, Grupo Nazan. “We were also able to protect margins managing markdowns, and chose the most appealing categories to face pandemic challenges." 

Hear more about how Grupo Nazan is serving the customer better with omnichannel retail technology. Watch the on-demand webinar.

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