Makro Boosts Customer Satisfaction with Oracle and RetaiL Consult
Leading Brazilian grocer and wholesaler, Makro, has gone through a digital and business transformation with Oracle Retail to address essential changes in the cash-and-carry market. As part of SVH Group, Makro is a grocery wholesaler with 170 stores and over 17,000 employees across Latin America. Recently, the company moved from being solely a high volume and bulk package goods B2B provider to expanding into a direct-to-consumer business. With Oracle Retail, Makro will be able to smoothly adjust to this transition by being able to better control inventory, standardize operations as well as improve in-store experience in five countries.
“We chose Oracle Retail as our technology partner to grow our business and to develop more sophisticated strategies to provide a better experience for our customers,” said Marcelo Abrantes Pinheiro, chief executive officer, Makro Food Services. “Inventory is a critical component of customer satisfaction. If your information is sharp and accurate, you can provide merchandise for the customer at every interaction in-store. As an example, after we deployed Oracle Retail Forecasting, we were able to improve our customer service rating to 96.5% while reducing inventory stock by 4.5 days.”
To support this business transformation, Makro chose Oracle Retail Merchandising System, Oracle Retail Merchandise Financial Planning and Oracle Retail Demand Forecasting. The project started with Oracle Retail Merchandising System, which serves as the foundation for this modern retail platform and delivered a template with approximately 1,400 processes for a multi-country and multi-currency business.
Oracle Retail Consulting (ORC) played a critical role as the design authority to ensure alignment with the best practices embedded in Oracle Retail solutions. Retail Consult, a Gold level member of Oracle PartnerNetwork (OPN), offered in-depth knowledge of the local retail markets, language skills and solution expertise across Brazil, Argentina, Peru, Colombia, and Venezuela.
“A single view of orders, customers and inventory is the foundation upon which all other items get executed. Makro is focused on establishing those building blocks and ensure that the foundation is architected properly,” said Mike Webster, senior vice president and general manager, Oracle Retail. “Already, Makro is seeing exceptional results from this complete transformational project aimed at delivering a better customer experience both online and in its physical stores."
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The outbreak of COVID-19 has created a time of both personal and economic uncertainty. On March 9, 2020, Retail Consult implemented a work-from-home, remote workforce model to protect our employees, clients and partners. Most of our clients and partners are also working from home. Working collaboratively we have been able to safely and productively continue our business activities and we will continuity and innovation to navigate this time of crisis together!