Become digital savvy because your customers are

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1 Become digital savvy because your customers are

2 IN THIS GUIDE 04 Making the most of our digital world 06 Digital Solutions A perfect Combination 02

3 A digital strategy to reclaim your customers Your organisation attracts thousand of people through its doors. They re moving through your infrastructure, buying goods or services along the way. But how much are you connecting with them? And how are you profiting from their presence? The chances are you could be doing a lot more to establish a relationship with these people and turn them from strangers into loyal customers. After all, whether you re an airport, cinema, shopping centre or any other venue based organisation, it s your brand that s attracting them. We can help you capitalise on that fact, rather than let other retailer organisations profit from your hard work. ADT can help you develop a digital strategy to claim back the customers that should already be yours. We can get you noticed by those with money to spend, build deeper relationships and provide them with the products and services they want. 03

4 Making the most of our digital world Venue-based organisations like yours have many opportunities for additional revenue streams. One of the most effective ways to take advantage of them is by using primary demand channels, in other words piggy backing existing methods of digital distribution. For instance, an airport could achieve this by integrating and offering direct airport products such as executive lounge facilities into the booking flow of an airline s website. Or a parking operator can offer parking to all those that buy tickets from a cinema chain s website. Now is certainly the time to increase your presence online. There s been a vast increase in on-line shopping, with 12% of retail sales in the UK now being made over the internet. This has been fuelled by pure convenience as well as the growth in ownership of tablets and smartphones, which allows customers to browse for offers in a wireless environment. Creating a shop window Using primary demand channels puts you in the ideal position to create a shop window for a wide range of products and services, such as retail offers, parking and travel. The beauty of this is that you have a captive audience ready to embrace v-commerce (venue-commerce). You can cross sell and up sell to customers who are already there for the site s primary purpose, which might be booking a flight or a film. This is becoming a more and more effective way to do business as consumers are becoming increasingly digital savvy. However it shouldn t be used in isolation, but as part of a wider digital strategy. Building customer trust A natural follow on from re-acquainting yourself with customers, is to build a relationship with them, get them to trust you and enhance their loyalty to your brand. This is where CRM (Customer Relationship Management) is so vital. When you back up your shop window with a CRM system the sales process becomes self-perpetuating. You can use the data you gather from customer sales to build relationships, which allows you to communicate better with your customers and offer them more relevant products. The result? Additional sales, which provide more data, which mean more sales and the cycle goes on. Like the best marketing approaches this relies on offering customers something that they value. They ll get as much out of the relationship as you will, because you ll be providing simple access to products and services that they genuinely need. 04

5 Digital Solutions We ve developed solutions that ll help you to put in place a cast iron digital strategy with the flexibility to cope with future growth. REZ-COM provides the shop window you need for all your ancillary products, while CRM-REZ integrates with it to help you build stronger, more profitable relationships with customers. By working with our proven technology, smart systems and even smarter people you ll be able to put in place a sophisticated digital strategy. You can look forward to cost savings, increased revenue and even more ways to offer your customers greater value. 05

6 Use the power of your brand to reach out to people already using your venue, become a value-added retailer in your own right, and deliver exceptional profits. Our REZ-COM v-commerce solution enables you to create a customer contact base for promotions and loyalty, whilst reducing the commissions paid to concessionaires by using your own direct sales channel. Whether you re an airport, car park operator, shopping centre, stadia or any other landmark venue, REZ-COM can help you re-establish contact with customers. You can deliver a wide range of products and become a trusted retailer with powerful customer insight - increasing indirect product distribution, increasing revenues and reducing the cost of sale. Sophisticated yet simple REZ-COM is a complete solution for e-commerce and m-commerce websites, offering simple scalability, fast deployment and easy to create bespoke features. With its rich feature-set and functionality it gives you complete control over content creation and distribution wherever you ve internet access. Our extensive experience of developing multi-platform interactive services across web and mobile means you can rely on a solution that s been proven in every aspect. To reduce development time as well as increasing reliability and scalability we use open source applications wherever possible. With REZ-COM you can: Integrate with third party systems and equipment Easy Bolt on to your current platform Facilitate cross platform hosting Web and call centre reservations module Authorise payments online Support multiple product offers concurrently Use flexible product tariff settings Generate and integrate barcodes Send reservation confirmations via SMS/MMS and Set up promotional campaigns Support corporate membership and loyalty schemes Benefit from comprehensive reporting tools Create a dedicated mobile web site 06

7 For more information about REZ-COM and what it can do for you, please visit 07

8 Find, attract, and win new clients. Hold on to them and meet their needs to keep them coming back for more. CRM-REZ uses sophisticated Customer Relationship Management (CRM) software to provide wide-ranging benefits. As an essential business solution it lets you connect with and understand your pre-book and ancillary sales. It covers every interaction with valuable customers across your product portfolio including travel and parking. With CRM-REZ you can give your customers an even better experience when they interact with you. Working smoothly in the background, it can improve your business processes, help improve relationships with new and existing customers, increase revenues and make your business more efficient. In short, CRM-REZ provides you with timely and reliable insights that help you make more informed business decisions. The gateway to increase revenues Intuitive user interface - dashboards 100% relevant Customisable and flexible communication Integrated to the Forcasts, supply chains KPI tracking The gateway to your customers 08

9 Power to spare Using one of the most powerful CRM platforms in the world, CRM- REZ can be customised to meet the specific requirements of any industry that sells products and service online. With a choice of editions, and deployment options, it can meet the individual needs of your business and accelerate growth helping you gain and retain a competitive advantage. You ll benefit from tools and capabilities to create and easily maintain a clear picture of customers, from first contact through purchase and post-sales. CRM-REZ delivers a fast, flexible and affordable solution for sales tracking, including cross and up sell, marketing campaigns and ROI for marketing investment. It drives consistent, measurable improvements in every business process and boosts profits. Know your customers even better It s an effective way to find, attract and win new clients, service and retain your existing ones, entice former ones to return, and reduce the costs of communicating with them all. On top of this, CRM-REZ also provides you with a strategy for measuring and valuing customer relationships. Unlike traditional CRM systems, CRM-REZ lets you automate customer processes such as marketing, sales performance management, incentive compensation, partner management, order management and customer service. It s a completely cloud-based solution, which means it ll lower your IT costs and empower your team to work from anywhere that they have a web browser or mobile device to hand. This is a solution that will grow with your business. You can start with CRM as a stand-alone module, but then easily integrate it into REZ-COM for complete end-to-end business management including Enterprise Resource Planning (ERP) and ecommerce. With CRM-REZ you ll have a highly effective way to manage your interactions with customers, clients, and sales prospects. You ll be able to organise, automate, and synchronize business processes for sales activities, marketing, customer service and even technical support. Sales Channels CRM Business Process Opportunities Up Sell Cross Sell New Customers 09

10 Good for Business Ensures your sales and marketing resources are being used to maximum effect Reduces your cost-of-sale Reduces the cost of your marketing leads Increases awareness of your products and services Minimises administration costs Protects and grows your revenues Ensures your investments are all aligned to revenue development Enables you to pinpoint underlying issues and take corrective action accordingly Reduces the potential for customer attrition Enables you to create further revenue opportunities within your current customer base Empowers your staff to communicate better with your customers A must for Marketing Creates, tracks and manages dynamic marketing campaigns that really deliver Plans and tracks activities, tasks, budgets and details for each marketing activity Produces highly targeted customer communications improving response rates Enables real-time marketing performance analysis and pinpoint budget management Fully customisable marketing workflow out-of-the-box for rapid campaign execution Includes pre-designed templates that cover all communication needs Tracks all e-marketing interactions including open, click and bounce rates automatically Maximises customer communications and interactions through integrated social media channels Provides a great user experience on any browser Reduces your opportunity cost Boosts productivity Maximises customer communications and interactions through integrated social media channels For more information about CRM-REZ and what it can do for you, please visit 10

11 In a fast changing industry we have been impressed by ADT s can do attitude and commitment to driving product development forward. Your venue, whether it s an airport or a shopping centre, stadium or cinema complex, will always have the potential to increase its revenue streams. By working alongside the best people, and adopting proven technology, you can find those non-core profit centres and make the very most of them. And we d be delighted to help you do just that. The Business Centre, Caddsdown Industrial Park, Bideford, Devon, EX39 3BE, UK Telephone: +44 (0) It costs nothing to start a conversation with us. 11

12 +44 (0) Scan the QR Code with your smart phone to visit our website for more information. The Business Centre Caddsdown Industrial Park Bideford Devon EX39 3BE United Kingdom

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