Delivering On the Promise of ecommerce

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1 Delivering On the Promise of ecommerce Oracle ATG ecommerce ebusiness Innovation Forum ΕΕΔΕ Thanos Sabanis Business Solution Manager

2 Agenda Commerce Trends Market Dynamics Business Challenges The Complete Commerce Solution Case Studies, Customer Successes Conclusions

3 Commerce Trends Market Dynamics

4 Web U.S. online sales are expected to rise by over $100 billion from 2010 to % of all Internet users made at least one online purchase. 2 Source: 1 emarketer 2011 US Retail Ecommerce Forecast 2 comscore Q U.S. Retail E-commerce Sales Estimate, August 8, 2011

5 Mobile 48% of all U.S. consumers use their mobile devices to research and browse products and services. 1 2/3 of consumers use mobile phones for purchasing. 2 Source: 1 Oracle ATG Cross-Channel Commerce: A Consumer Research Study, L.E.K. Consulting Consumer Study, 2011

6 Tablet More than 7% in U.S. will own a tablet by the end of and is estimated to grow at a compound annual growth rate of 51 percent through Forrester expects consumers will adopt tablet commerce rapidly. 2 Source: 1 emarketer 2 Forrester's US Consumer Tablet Forecast, January 2011

7 Social Media More than half of frequent web shoppers turn to social networks such as Facebook and Twitter at least some of the time to gather ideas for shopping. 1 28% of Facebook users have purchased something online via a Facebook link. 2 Source: 1 the e-tailing group, inc. Study, Shop.org 2011 Social Commerce study

8 Store 43% of all US retail sales are influenced by the web. 1 Consumers often start browsing and researching on their computers and mobile devices, and ultimately make purchases in the store or through a contact center representative. 2 Source: 1 Forrester Research, Inc. 2 Oracle ATG Cross-Channel Commerce: A Consumer Research Study, 2009

9 Contact Center Over 90% of US consumers and over 77% of European consumers ranked click to call and click to chat as useful to extremely useful. Click to call and click to chat were ranked second and third, respectively, out of five, behind only the option of a free phone call into the contact center. 1 Source: 1 Oracle ATG Commerce Live Help: Global Consumer Views & Trends Study, March 2010

10 Business Challenges

11 Cross-channel On average, more than 3/4 of consumers use two or more channels to browse, research, and purchase products. 1 85% of shoppers expect the shopping experience to be consistent. 2 Source: 1 Oracle ATG Cross-Channel Commerce: A Consumer Research Study, th Annual MyBuys/e-tailing group Consumer Insights Survey

12 Buying Journey Has Become More Complex Web Search Buy Online Follow-On Purchase Mobile Receive Offer Check Delivery Status Tablet Social Browse Reviews Check With Friends Chat Like Write Review Tweet Store Inspect Product In-Store Pickup Call Center Product- Related Call Call for Accessory Information

13 Siloed Channels Create Inconsistency Web Mobile Tablet Social Store Call Center Pricing Pricing Pricing Pricing Pricing Pricing Promotions Promotions Promotions Promotions Promotions Promotions Order Capture Order Capture Order Capture Order Capture Order Capture Order Capture Logic Logic Logic Logic Logic Logic Data Data Data Data Data Data

14 that Directly Impact your Customers and Business LEADS TO: Frustrated and disconnected customer experience Impersonal and irrelevant customer interactions Ineffective execution and overlapping processes Missed revenue opportunities RESULTS IN: Negative reflection on your brand Reduced loyalty Customer frustration Impacts to your bottom line

15 Companies Need a Solution that Unifys every customer interaction across all channels Personalizes the products and content that interest the customer and to the device Delivers targeted promotions to the right customer Drives lifetime revenue, increases retention, and incents referrals Engages with customers when they needs it Optimizes the engagement beyond the initial sale

16 The Complete Commerce Solution

17 Personalize the Customer Experience Create a consistent, relevant, and personalized customer experience that delivers on your brand promise

18 The Complete Commerce Solution UNIFY THE EXPERIENCE PERSONALIZE THE JOURNEY MAXIMIZE THE ENGAGEMENT OPTIMIZE THE EXECUTION Complete Commerce

19 Connect Customer Interactions UNIFY THE EXPERIENCE Deliver Consistent Customer Experience Unify Marketing Strategies across Channels

20 Relevant Products PERSONALIZE THE JOURNEY Personalize Search Individualise Sites

21 Tailor Recommendations MAXIMIZE THE ENGAGEMENT Increase Loyalty Assist At The Point Of Need

22 Streamline Order Management OPTIMIZE THE EXECUTION Anticipate Service Needs Increase Business Agility

23 Case Studies Customer Sucesses

24 Commerce Customers Worldwide Selected Oracle ATG Web Commerce Customers Selected Oracle Live Help and Recommendations Customers Selected Customers using Total Solution

25 Summary

26 The Complete Commerce Solution UNIFIED EXPERIENCE Connect Interactions Consistent Experience Unify Marketing PERSONALIZED JOURNEY Relevant Products Personalize Search Individualize Sites Oracle s Complete Commerce MAXIMIZED ENGAGEMENT Tailor Recommendations Increase Loyalty Assist At The Point Of Need OPTIMIZED EXECUTION Streamline Order Management Anticipate Service Needs Increase Business Agility

27 Cognity Profile Leading CRM, SOA, Order Management & Master Data Management (MDM) System Integrator in Southeast Europe Head Office in Athens (GR) Offices in Nicosia (CY), Sofia (BG) and Bucharest (RO) Provides Mission Critical Solutions to our Customers CRM, EAI & SOA, MDM, Order & Service Management (OSM), Portals, BI & Analytics, Data Quality (DQ) Employs 150 Highly Qualified Professionals with International Experience Partners with Globally Leading Vendor Oracle Winner of Oracle s Best Partner of the Year Award for Eastern Europe & CIS Specialised Oracle Partner on both Siebel CRM and SOA Delivers according to Customer expectations On time, On budget, On target

28 Cognity Capabilities Provides Mission Critical Solutions to our Customers Consulting Services & Turn-Key Projects Globally Leading Products Delivers according to Customer expectations On time, On budget, On target Employs Highly Qualified Professionals 150 Trained Professionals Experienced in complex turn-key Projects Working in a highly international environment Partners with Globally Leading Vendors Winner of Oracle s Best Partner of the Year Award for Eastern Europe & CIS

29 Cognity s Experience Telecommunications Experience Industry Best-practices & etom guidelines Business & Architecture Consulting CRM, Order & Service Management (OSM), EAI & SOA, MDM, Billing Integration, Portals, BI & Analytics, Data Quality (DQ) Banking & Insurance Experience Industry Best-practices CRM, MDM, EAI & SOA Integration, Portals, BI & Analytics, DQ International Experience Project Experience in Greece, Cyprus, the Balkans, Israel, Turkey and South Africa Certifications ISO 9001:2008

30 Cognity Solutions Customer Management CRM & Customer Experience Management Multichannel Sales, Service & Marketing SFA, Lead/Opportunity Management Call/Contact Center, CTI, Contact Management Trouble Ticket Management Customer Service, Service Requests Management Complaints Management Service Requests Optimisation, IWD Convergent Order Management & Point-of-Sales (POS) Order & Service Management (OSM) Order Capture & Fulfillment, Portal & BPM based POS Campaign Management, Marketing Automation , SMS & Web Marketing Real-Time Decisioning (RTD), Next Best Action (NBA) Loyalty Management Customer Feedback Management Field Service, Workforce Management

31 Cognity Solutions Integration & Data Management Business Process Integration Back-Office SOA-based Integration Enterprise Service Bus (ESB), Middleware Channel Integration (Branch, CC, BU, Partners) Application Integration Architecture (AIA) & PIPs Business Process Management (BPM) Data Management Data Integration Master Data Management (MDM) Customer Data Integration Product Master/Hub Data Migration Data Quality, Data Cleansing & Data Governance Address Cleansing & Standardisation

32 Cognity Solutions (continued) Portals, Content & Knowledge Management Corporate Portals ecare, eshop, ebill Intranet Portals Mobile Portals Knowledge Management Provisioning, Activation, Mediation Customer Intelligence & Analytics Customer Segmentation, Cross- Sell, Up-Sell, Retention Credit Scoring Marketing Optimisation Credit Scoring Collections Recovery/Management Collections Optimisation Marketing Resource Management Sales Performance Management Sales Forecasting Incentive Compensation & Commissions Digital Signature Signature Capture & Verification Alerting (SMS, ) Mobile Applications iphone, Android Fraud Management Fraud Network Analysis

33 Selected Customers of Cognity OTE (Greece) Cosmote Greece Cosmote Romania Globul (Cosmote Group in Bulgaria) AMC (Cosmote Group in Albania) Wind (Greece) Vodafone Greece Vodafone Albania Cyta Hellas (Greece) RomTelecom (Romania) Vivacom (Bulgaria) OTEGlobe (Greece) One (Telekom Slovenia Group in FYROM) National Bank of Greece Piraeus Bank (Greece) Interamerican Group (Greece) Boehringer Ingelheim (Greece) Vardas (Greece) Intralot (Greece) Neoset (Greece)

34 Why Cognity? Deep Project implementation experience in the Southeast Europe Assets that bring value and minimize the project risks Proven track-record in complex, demanding and business critical Projects #1 CRM & MDM implementation Partner #1 Order Management implementation Partner #1 SOA Integration implementation Partner Strategic positioning for Cognity Wide range of Telecommunications Customers Fixed, Mobile, Convergent Strong positioning in Banking, Insurance & Financial Services Partnership with Globally Leading S/W Vendors Awarded Oracle s Best Partner of the Year in Eastern Europe & CIS Specialised in CRM and SOA Continuous investment Deliver according to Customer expectations On-time, On-budget and On-target

35 Thank you CRM. SOA. OM. BPM MDM. RTD. BI. DQ. Portal

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