Case study

Making “click and collect” possible at more than 5000 stores worldwide

Sally Beauty’s retail makeover allows shoppers to “click and collect” at more than 5000 stores worldwide

Brief

Sally Beauty partnership with SkillNet makes the mammoth task of integrating 5000+ stores to legacy systems a breeze. As part of the solution SkillNet used its StoreHub platform to integrate more than 20 inbound and outbound interfaces seamlessly from Xstore solutions, Oracle Retail Customer Engagement (CE) and legacy enterprise systems. The system handles millions of daily transactions with 55 million customer records.

About the client

Sally Beauty Holdings, Inc. is an international specialty retailer distributor of professional beauty supplies. Through the Sally Beauty Supply and Systems Beauty Group businesses, the Company sells and distributes through 5,062 stores, including 158 franchised units, and has operations throughout the United States and 13 countries. It offers professional beauty products to both retail consumers and salon professionals. It operates two formats of stores; one for saloon professionals and other for retail shoppers. These formats have different product catalogs, pricing, and customer base.

Challenge | Complex integration issues delaying Oracle xStore Upgrade

In 2018, Sally and Beauty Systems Group wanted to enhance customers’ shopping experience through the convenience of “click and collect at store” and “click and delivery.” Sally Beauty team decided to upgrade their POS systems to xStore. They wanted to ensure data integrity across brands in order to get a single version of truth with reporting at enterprise level. This was a challenge given the global scale, large number brands and stores the company operates.

Sally Beauty had a diverse IT solutions ecosystem for managing business operations and it ranged from age-old AS400 ERP/MMS solution to JDA and Salesforce among others. This meant that new store solution implementation would involve complex integration. Due to several unsuccessful attempts to address the complicated integration issues, the upgrade project had been stalled for three years.

Solution | StoreHub, SkillNet’s platform framework for integration

Sally Beauty partnered with SkillNet to take advantage of their deep expertise in retail systems and Oracle xStore to address the integration challenges.

An audit identified missing documentation for the legacy systems as one of the issues contributing to the complexity of the integration. SkillNet’s expertise in retail data management not only helped resolve documentation gaps and application scalability issues, but also reverse engineer complex issues.

SkillNet used its proprietary StoreHub accelerator, to surmount the complex integration challenges and speed the data integration process. The solution team integrated more than 20 inbound and outbound interfaces seamlessly from Xstore store solutions, Oracle Retail Customer Engagement (CE), and legacy enterprise systems. The transaction and data records run in millions; for example, 55 million customer records. StoreHub worked seamlessly with the legacy systems.

Currently, more than 3 million customer records are updated daily from Salesforce and Oracle EBS to CE and Xcenter. Throughout the day, StoreHub processes store inventory and pricing data periodically and offers alerts in case of exception. These alerts help take preventive and corrective action.

Finally, SkillNet created a single version of truth data and enterprise level reporting at the Head Office with data from 5000 stores.

Results | Enhancing customers’ shopping experience through the convenience of “click and collect at store” and “click and same day delivery”

Sally Beauty went from taking no new stores online for 3 years to 3700+ stores live in less than 2 years. Currently, 5000+ stores are live.  The new commerce systems and the ability to process vast amount of transactions means that the Sally Beauty team can generate customer, inventory and other business insights seamlessly for making mission critical decisions without any delay.  

Given the changes in buyer behavior in the past few months, the ability to process increasing amount of transactions has enabled Sally Beauty to offers customers the convenience of “click and collect at store” and “click and get same day delivery”, 6 months earlier than schedule. This has resulted in a 40% increase in online orders with same day delivery feature.

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