IBM Commerce by CrossView, B2B Strategy, Technology, Services. IBM Commerce by CrossView, B2B 1

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1 IBM Commerce by CrossView, B2B Strategy, Technology, Services IBM Commerce by CrossView, B2B 1

2 Introducing IBM Commerce by CrossView, B2B Combining digital commerce strategy, technology and services in a single, hosted solution, IBM Commerce by CrossView, B2B unifies marketing and technology to create a more responsive, connected B2B commerce enterprise. Delivered in the cloud or on premise, our flexible solution offers many powerful benefits: Improve your customer s online B2B buying experience on par with best-inclass B2C customer experience Easily manage complex product and service configuration and pricing rules Enable more fluid transactions through self-service and order management technology Empower business users to sell more through tailored promotions Deliver mobile tools that enable field sales teams to provide more efficient service and to sell more Support multiple languages, currencies and tax calculations for expansion into new segments, markets and geographies Increase revenue by extending into new sales channels, accelerating your quote-to-cash cycle, and responding faster to market changes Enable a consistent digital experience for shoppers across desktop, tablet and smartphone devices using Responsive Web Design Connected. Compelling. Commerce. B2B has moved to prime time and it s about time. No longer associated with highly complex, back-end systems or physical product catalogs, B2B commerce is now on the front line in the quest to generate more revenue and create compelling customer experiences that keep orders coming. IBM Commerce by CrossView, B2B 2

3 Do you have what you need to create the experience your customers expect and one that can help you increase revenues in your B2B channel? IBM Commerce by CrossView, B2B delivers the strategy, technology and services to help companies grow sales and better serve B2B customers with the tools and user-experience models associated with best-in-class B2C experiences. Our solution enables you to deliver customized content and a variety of commerce features that meet customer expectations around-the-clock ordering, realtime customer service, ratings and reviews, social commerce, self-service tools, expedited shipping both online and on mobile devices. In addition, IBM Commerce by CrossView, B2B delivers robust back-office functionality that streamlines order orchestration and fulfillment. Customer-Interaction Platform Based on IBM WebSphere Commerce, our solution is provides powerful customer interaction platform for online and cross-channel commerce, built for seamless shopping experiences across multiple channels and touchpoints. Recognized as an industry-leading e-commerce solution, IBM WebSphere Commerce supports all of a company s business models, while providing a rich, differentiated customer experience through a single platform. Through the potent combination of IBM and CrossView, you can better serve B2B customer across all channels. Drive revenue through B2B sales channels more efficiently by delivering personalized content to individual buyers. Enable your business teams to create targeted marketing campaigns and promotions based on analytics and what customers reveal in key data. Provide customers with easy access to inventory availability and order status. Enable your sales teams and channel partners to accurately configure, price, quote, and order products, services and bundles. IBM Commerce by CrossView, B2B 3

4 Powerful. Flexible. Responsive. Empower your customers, sales and service teams, and business users. Take your B2B sales and service to new heights with one solution integrating: Highly optimized web stores Digital analytics Configurators that enable customers to click, design and purchase Mobile sales force automation tools Customer care Order management Responsive web design Cloud computing Managed services Highly Optimized Web Stores IBM Commerce by CrossView, B2B enables you to define and deliver a targeted cross-channel buying experience to help promote and distinguish your brand and product lines. The store offers powerful precision marketing capabilities, rich Web 2.0 widgets and a wide array of social commerce features. Sophisticated e-commerce storefronts can be built and launched to deliver an experience on par with best-in-class B2C stores and with functionality that B2B customers need. What s more, CrossView s digital storefront comes pre-integrated with best-ofbreed, prebuilt integrations, advanced analytics and key features that retailers IBM Commerce by CrossView, B2B 4

5 have come to expect to forge deeper connections with customers and drive sales across channels. IBM Commerce by CrossView, B2B leverages a base package of pre-built integrations no customization is required, and investment and time to market is significantly reduced. CyberSource (credit card payment, tokenization and fraud management) Avalera (tax calculation) Google Analytics Silverpop ( ) PayPal Payment Analytics to Understand Customers Precision marketing capabilities allow marketers and merchandisers to create, manage and deploy personalized marketing campaigns according to customer behavior. Marketers can access analytics that detail visitors digital journeys across touchpoints and channels, even offline. This insight can be converted to personalized marketing action plans in just a few clicks. Utilizing past order history as well as browsing history, for instance, targeted promotions can be tailored to each customer or partner. Moreover, easy-to-use tools enable business users to centrally manage a cross-channel B2B strategy. Users can create and manage precision marketing campaigns, promotions, catalogs, and merchandising across all sales B2B channels. Fully automated extended sites ( micro sites ) enables business users to create, edit, and deploy pages with drag and drop ease. At the same time, product management is enabled. Users can create a consistent view of offerings across all media and environments (online, catalogs, inventory). IBM Commerce by CrossView, B2B 5

6 Configurators to Simplify the Complex IBM Commerce by CrossView, B2B allows business users to easily manage product and service configuration and pricing rules. Prospects, customers, business partners, sales and call center representatives are guided in selecting and validating products and services based on their specific needs. A rapid automated approval process simplifies and speeds the process by which quotes are generated. Save time, and optimize resources yours and your customers with IBM Commerce by CrossView, B2B. Sales Force Automation Make it simpler for your sales teams to design and deliver the products and services your customers need. CrossView s award-winning mobile sales automation solution enables sales teams to demonstrate, configure and order on the spot using tablet-based mobile technology. The tool infuses B2B with intimacy, insight and interaction, and helps sales associates to court and win customers with an intelligent, handheld device. CrossView Mobile Sales Automation is an intelligent solution that provides many compelling benefits: Stronger sales across all B2B touchpoints Customer care delivered anywhere Simplified configuration of complex products and services Increase customer loyalty IBM Commerce by CrossView, B2B 6

7 Customer Care IBM Commerce by CrossView, B2B is a customer engagement solution enabling sales and service associates in call centers to tap into rich information on products, promotions, orders, inventory and more. A unified view of customers, orders and inventory information is delivered along with tooling to simplify management of products, promotions and pricing. The solution integrates insight from multiple customer touchpoints, delivering a single view of all customer and order activity in real-time. Visibility into online customer activities such as products browsed, search terms used, recent purchases, and lifetime value metrics is available to call center associates. Product profiling capabilities deliver your call center teams more relevant product recommendations based on intelligence accumulated about each customer s previous interactions via the web. Order Management Create a centralized inventory, order promising and fulfillment hub to manage all of your B2B orders with IBM Commerce by CrossView, B2B. Our suite of cloud-based order management solutions enables companies to create a superior customer experience by executing and coordinating order fulfillment processes across supply chain networks, affordably and in significantly less time than more complex, investment-intensive solutions require. This B2B solution enables you to make better decisions about how to promise and fulfill customer orders, resulting in improved profitability and customer satisfaction. Create a single view of supply and demand across channels for improved inventory utilization and more accurate promise dates. Fulfillment processes can be coordinated and customized to support various selling channels and internal IBM Commerce by CrossView, B2B 7

8 or external supplies. Moreover, fulfillment processes can be integrated for a seamless customer experience. Responsive Web Design IBM Commerce by CrossView, B2B integrates responsive web design, an approach using a single code base across desktop, mobile and tablet technologies. In effect, it is design that flexes to the platform your merchandise or messaging is being viewed on, and where commerce is being transacted. As we see it, keeping pace with continuous change is one of the top challenges B2B sellers face today. It is not only costly to continually update a code base for a new platform, for instance, but it is time consuming and slows the speed at which you go to market. Responsive design ensures that your web design is futureproofed, making it more fluid and adaptable than ever no matter how customers interact with you. Moreover, it offers a compelling value proposition for both web designers and website visitors a single website that works well on all devices. In the Cloud As a hosted solution, IBM Commerce by CrossView, B2B allows you to operate in the cloud, eliminating the requirement for physical data centers, equipment or management costs. Additional capacity can be tapped on demand, reducing leadtime for expanding capacity. Speed equates to sales in the e-commerce space. CrossView has a strong focus on pace and performance all of our systems are designed and tested to produce fast response time for internal and external system users alike. IBM Commerce by CrossView, B2B 8

9 IBM Commerce by CrossView, B2B Features Overview USER EXPERIENCE - Responsive, flexible, customizable Creates best-in-class B2C experience Flexible branding of your site Usability tested site and flows High performance pages focused on client and technology BUSINESS USER CAPABILITIES Enabling business users, not just IT Professionals Integration with Google Tag Manager for tag management allows business users to add tags to web pages without IT involvement SEO Driving more traffic to your site Shortened, human readable-search engine friendly URLs Business user tooling to control page title, metadata and URL overrides Automated support for 301 redirects as URLs change based on business overrides Sitemap.xml for submission to search engines Schema.org / Microdata tagging of product and store pages CATALOG Consistent information, customizable pages Master and sales catalogs Categories, products, SKUs, bundles, and prebuilt kits Support for multiple images per product Pop-up windows that contain additional product details for store items Product quick Info Merchandising associations, defining, and descriptive attributes, list, and offer prices Simple and advanced search Product fast finder, where customers can quickly filter products that are based on attributes such as brand or price range Product compare Tiered pricing policy (offer price) Attachment assets Product ranking Browsing history MARKETING Empowering marketing teams to respond quickly to opportunity Support throughout the site for customizable content spots that can be scheduled and IBM Commerce by CrossView, B2B 9

10 controlled by business users with no IT involvement PROMOTIONS Targeted offerings that build customer loyalty Promotion code entry Product-level promotions Order-level promotions Shipping-level promotions Support for personal coupon management by using a coupon wallet ORDERS Greater flexibility and efficiency Quick order Multiple active orders Scheduled orders Expedite orders Order approval process Inventory availability Product drag-and-drop Current order Mini shopping cart Current order pagination, providing paging controls for large orders Wish lists Requisition lists Request for Quote (RFQ) Contract-based pricing Contract based shipping provider and charge type Contract based shipping and billing address Shipping charges and taxes SEARCH Speed, flexibility, range Leverages a separate high performance search engine Support for faceted search Guided navigation (category drill down) Misspellings Redirects based on search term Type ahead for search terms and categories Facet management Ratings and reviews included in sort (Bazaarvoice required) CHECKOUT Speed, flexibility Support for guest and registered shopper checkout Simplified registration with minimal field capture to encourage registration Optimized guest checkout flow to cater to customers who do not wish to register IBM Commerce by CrossView, B2B 10

11 Checkout flow implementation Purchase order payment method Credit line payment method Support for multiple shipping addresses Ship as complete or partial shipments Shipping instructions Order status and tracking PAYMENT Flexibility, security CyberSource payment gateway integration with credit card tokenization + + Authorizations on commerce site + + Settlement and refunds occur in order management system + + PayPal Express Checkout and PayPal mark support + + Authorizations on commerce site + + Settlement and refunds occur in order management system SHIPPING TAX Shipping based on order total thresholds Avalara for tax calculations and posting taxes ANALYTICS Personalize interactions Google Analytics, managed by business users via Google Tag Manager S Registration welcome Order confirmation Shipment confirmation Forgotten password Wish list Marketing integration with Silverpop leveraging the IBM WebSphere Commerce Precision Marketing DATA LOADS Category Product Attribute Prices Inventory INTEGRATION MESSAGES Transfer order to order management system Order status update from order management system to commerce system SECURITY Ensuring a trusted environment Security scanning prior to go-live IBM Commerce by CrossView, B2B 11

12 Managed Services Developing a robust B2B commerce solution is just one part of the equation. Commerce environments must be continually monitored and updated to maximize performance and ensure that customer experience is always optimized. CrossView delivers managed services, offering the following types of support to increase the effectiveness of your commerce site: ACTION ESSENTIAL ADVANCED PREMIUM Fully Managed Service Hosting: Infrastructure, Monitoring, System Administration Code Releases in Production 1 deploy per QTR, 3 emergency deploys per YR Monthly Deploys, Unlimited emergency deploys Monthly Deploys, Unlimited emergency deploys Uptime Monitoring Advanced Application Alerts Database Optimization Proactive Application Monitoring IBM Commerce by CrossView, B2B 12

13 Managed Services (continued) ACTION ADVANCED PREMIUM PLATINUM CrossView Automation Tools Environment Automation for Business Users Quality Assurance Automation Holiday Readiness Dedicated ecommerce Delivery Manager Ongoing Solution Enhancements Security Services Disaster Recovery - Hosting and Process Third Party Support IBM Commerce by CrossView, B2B 13

14 A Phased Approach Depending on the complexity of your requirements, you can be in market within months with world-class, omni-channel B2B capabilities to transform your sales and your customers experiences with your brand. Here s a snapshot of our methodology: PHASE Define and Design Implementation QA, UAT Performance Tuning and Go-Live DESCRIPTION 3 week effort to refine the requirements for delivery of the application. Deliverables: CSS Skin, updated wireframes, data load format review and data load extract setup, training on business user tools Duration: 3 weeks Build-out of the site based on the requirements from define and design. Deliverables: Completed site with acceptance testing from client Duration: 18 weeks QA and user acceptance testing, performance tuning of the application to ensure peak targets are met and the application can sustain the peak load for an extended period of time. Duration: 6 weeks IBM Commerce by CrossView, B2B 14

15 The Way We Work CrossView employs the Agile Methodology in working with clients. Through collaboration between self-organizing, cross-functional teams, the Agile Methodology promotes adaptive planning, evolutionary development and delivery, a time-boxed iterative approach, and encourages rapid and flexible response to change. This approach helps clients realize the highest levels of productivity and quality while ensuring that the focus remains on the highest priorities for the business. Using this methodology, functionality or assets are delivered every 15 working days (a sprint is 15 working days). We demo where we are at the close of every sprint. The plan is published and daily calls are held to cover three points with each project team member: What did you do since the last meeting? What will you do before the next meeting? Is anything standing in the way that will inhibit? Project managers work to remove any stated impediments and clear the way for delivery. Each day, the plan is updated with new estimates for delivery so the whole team understands the commitments, and knows who is doing what and when. We approach all projects with our modified Agile Methodology. We leverage upfront sprints focused more on design and data loading - the two biggest issues of any project, prior to beginning any development. At the start of a project, key dates will be discussed jointly to determine when items need to be delivered by. IBM Commerce by CrossView, B2B 15

16 Key deliverables that allow project to stay on track: Production-ready data delivered properly in the format specified by CrossView Environments and hosting contracts Approval of UI designs Application design approvals Clearly defined APIs for integration that are ready to test against Our Heritage CrossView has been delivering solutions and services since 1997 a long time in the universe of e-commerce. We are old enough to have been around the block many times. We have implemented hundreds of large scale, highly complex B2B and B2C commerce sites based on IBM WebSphere Commerce more than any other IBM partner. In fact, we have teamed with IBM for our entire existence. We are proud of this heritage and of wide recognition we ve received for our e-commerce innovations. We were the first partner to earn IBM s Smarter Commerce authorization no easy or small feat, and we have received many top industry awards. At the same time, we are young enough to continually anticipate and embrace new ideas and innovations in the ever-shifting landscape of retail and technology. Over the past several years, we have built a multi-disciplinary strategy team that serves top brands with hand- picked talent from leaders across the retail industry. In short, our strategy and technology expertise have helped hundreds of brands flourish. IBM Commerce by CrossView, B2B 16

17 Few companies have a more singular focus on e-commerce and cross-channel commerce than CrossView. Many platform providers are just starting to embrace cross-channel or omni-channel commerce. Today, we work with more than 35 topname retailers looking to serve customers across multiple touchpoints. We provide a sound foundation for service-oriented integration of multiple systems within a commerce environment, breaking down the silos that impede the delivery of a true cross-channel customer experience. Qualifications and Credentials CrossView has a broad range of talent on the team, ranging from senior-level technologists to retail and business strategists. Many common threads connect our team in-depth knowledge and expertise in retail commerce technology, experience delivering forward-thinking technology and strategy aligned with cross-channel retailing, knowledge of market trends, tools and best practices. We continue to build on an already strong foundation of industry and technology expertise. We have received numerous industry awards and technical certifications. Our talent is actively encouraged to stay ahead of the technology curve by maintaining and adding to a firm-wide pool of professional certifications that not only offer the greatest value to our clients, but that enable us to anticipate client requirements and align to those needs. We are extremely proud of the industry recognition we ve received, but we are infinitely more proud of the awards and recognition that our customers have received for the business solutions that we have helped them implement. Awards our clients have received include: RIS News Fusion Award Customer Engagement Retail TouchPoints Customer Engagement Award IBM Commerce by CrossView, B2B 17

18 Retail TouchPoints Customer Lifecycle Conference Loyalty Category RIS News Fusion Awards Cross-Channel Small and Medium Business Award RIS News Fusion Awards Customer-Centric Commerce Award Why Crossview? BREADTH AND DEPTH OF SERVICES While CrossView has many competitive strengths what truly differentiates us is the breadth and depth of commerce-related services we offer and our expertise in delivering commerce solutions and services across all retail channels and in many environments. Through CrossView s Strategy & Customer Experience team, for instance, we deliver a wide array of strategic services complementing our commerce technology expertise. Services cover a comprehensive range of areas that enable clients to tap into retail and digital marketing strategy, user experience, creative design, SEO and analytics, and more. At the same time, we offer an array of managed services. Choose the level of service you require and CrossView delivers the talent and expertise needed to accomplish and exceed your business objectives. MARKET-LEADING E-COMMERCE ENGINE IBM WebSphere Commerce is the market-leading ecommerce engine with vast amounts of business functionality, including catalog, promotions, marketing, order capture and customer management. The platform is scalable, highly available and provides a powerful framework built on top of popular Java IBM Commerce by CrossView, B2B 18

19 technology. It is no exaggeration to say that IBM WebSphere Commerce is the industry s most successful e-commerce platform. Staples, the world s largest ecommerce site running on a commercially available platform, sells more than $10B annually online through IBM WebSphere Commerce. And they re not the only ones. More of the top 25 ecommerce sites in the world use IBM Web- Sphere Commerce than any other commercially available platform. INSPIRING NEW LEVELS OF SUCCESS IN CUSTOMERS CrossView customers have a strong track record of using their well-integrated commerce systems to drive new levels of success in their businesses. Our clients have grown online revenue by 35% between Thanksgiving and through Cyber Monday, while orders over the five-day period have risen 33% year over year. Case Studies ADVANCED AUTO PARTS DRIVES SUCCESS IN B2B B2B makes up the bulk of the $257 billion aftermarket for auto parts in the United States. Advance Auto Parts sought to use the technology as a competitive differentiator across this market and all others where it is a major player, including B2C. It viewed an optimized B2B commerce presence as instrumental in fueling growth and delivering faster, more efficient service to the largest segment of its customer base. IBM Commerce by CrossView, B2B enables AAP to deliver faster, more efficient service to garages and services stations AAP s bread and butter. The Advance Auto Parts Professional site replaces the retailer s previous B2B platform a commercial web shop that offered only limited functionality and IBM Commerce by CrossView, B2B 19

20 lacked key features. Now users also can add parts to cart directly from quick view. They can search for parts using key phrases rather than navigating through the catalog. IBM Digital Coremetrics analytics available on the site will help AAP gather click-through metrics and provide insight into organic search results on Google. B2B WHOLESALE STOREFRONT PUTS PARTNERS IN CONTROL OF THEIR ORDER A major apparel manufacturer turned to CrossView to help it improve the efficiency of its B2B environment on the heels of success with IBM WebSphere Commerce for B2C initiatives. New features and functions could not be easily added to the company s B2B environment without a significant investment of time and development costs. Inadequate tooling made it difficult to respond to user requests for new functionality. Platform instability lead to missed opportunities, supply chain lags and challenges working with disparate knowledge bases. Today, the multi-faceted brand offers rich features and functionality for B2B customers and partners, and a more robust, scalable platform. Moreover, an environment has been created in which features and functions can be implemented out of the box without the time and expense associated with development. B2B sales have grown by double digits, and newly acquired brands are added quickly and with ease. ELECTRONICS RETAILER AMPS UP B2B SALES A leading electronics company sought to grow online sales an imperative it could not achieve on its home-grown platform. It sought to deploy precision marketing capabilities to forge a deeper connection with B2B2C customers and drive more revenue and, at the same time, empower business users with IBM Commerce by CrossView, B2B 20

21 the ability to use promotional tooling that would help better target customers with personalized offers. The company selected IBM Commerce by CrossView, B2B. The new e-commerce environment enables the company to deliver a more positive customer experience that is driving more sales and enabling expansion into international markets. Based on a hosted solution, the new environment is providing a more stable, reliable and scalable infrastructure that can grow on demand. A new web store is more effectively showcasing products, simplifying reorders and allowing shoppers to quickly find what they want with new search-related features. Branded sites are being leveraged to display appropriate promotional messages along with ratings and reviews to gain feedback from customers, respond to customers, and promote loyalty. Learn more To learn more about Commerce by CrossView, B2B and to schedule a meeting with a member of our team, contact the marketing team at CrossView or visit our website at IBM Commerce by CrossView, B2B 21

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