High Impact Ecommerce Solutions Through Insight, Technology & Innovation

Transcription

1 High Impact Ecommerce Solutions Through Insight, Technology & Innovation Platform Implementation At our core is more than 25 years expertise in selecting and implementing the right commerce platforms. We ve built on this know-how to deliver digital technology that introduces a step-change in marketing, data management and operations. 1

2 PLATFORM IMPLEMENTATION Much of the work by Salmon has focused on improvements behind the screen to allow us to build new and exciting functionality that will make the shopping experience better, faster and more efficient for our customers. Jon Rudoe, Digital and Technology Director, Sainsbury s COMMERCE PLATFORMS We keep sight of your overall vision, reduce project risk, accelerate time to market and give you one accountable supplier Choose The Right Platform And Partner Put your commerce platform programme on track with the right approach. The stakes are too high to get it wrong. Yet to deliver customer experiences that drive sales across channels and continents is highly complex. That s why seamless integration is just one factor to consider when you choose your commerce platform and partner. You also need to think about the whole customer experience across touchpoints, and the impact the platform will have on your overall business strategies, processes and operations. We extend your inhouse capabilities with a full range of expertise from multichannel and technology strategy, to customer experience design, implementation and managed services. Choose your commerce service provider first; then we can define your technology strategy before we select, develop and integrate the platform to meet your goals. Our Expertise We select, deliver, integrate and optimise commerce platforms for the world s leading brands. Our deep understanding and many years experience of the leading platforms and supporting components, means our commerce platform implementations can be delivered with minimal disruption to the business - whether across retail, luxury goods, grocery, B2B or manufacturing sectors. 2

3 At the start of a commerce platform programme we listen and understand your challenges during interactive workshops. We build relationships with your IT, ecommerce and marketing teams to ensure we integrate changes across your business and consider your long-term strategic goals Then we call on our experience to select the best technology for your business needs. Our Experience Sainsbury s We led Sainsbury s commerce re-platform programme - one of the first and largest grocery implementations on IBM WebSphere Commerce anywhere in the world. The website includes support for thousands of simultaneous promotions and a single customer view for grocery and general merchandise. It s taken Sainsbury s 14 years to reach 1bn annual sales online and this new platform gives us the capacity to double this. Salmon has been a key partner in helping us transform our digital offer, managing the overall programme and more than ten third parties. With ongoing support from Salmon, we look forward to achieving this significant milestone. Jon Rudoe, Digital and Technology Director at Sainsbury s DFS Extensive customer experience research informed our development of a new multichannel platform for the leading British furniture retailer. Their customers now enjoy a seamless, integrated journey and more control from inspiration through to order tracking. We looked at a number of platform options and we ended up with IBM WebSphere Commerce and Salmon, simply because they are the best in Europe from the point of view of delivering WebSphere as a platform. Russell Harte, Head of Multichannel Development & Delivery at DFS 3

4 In 2016, we re getting to a stage where the content management system and the ecommerce platform often live in harmony: each doing what they do best, elegantly, and without stepping on each others toes. PLATFORM IMPLEMENTATION Salmon added real value in many areas throughout the project: great leadership, great experience through the discovery phase in understanding the capability of the platform and taking our vision and transforming that into something we could deliver very quickly. Ken Platt, Head of Multichannel Ecommerce Delivery, Morrisons CONTENT MANAGEMENT Salmon content management solutions provide the flexibility to easily manage both enterprise and website content Choose The Right Platforms Your challenge is to find the right technology for your business in an ever-changing market. Once you have the right technology you can use content to drive engagement and increase sales. Managing this for you, Salmon continuously assesses leading and emerging innovations and technologies across all types of content: documents, images and video. Our Expertise Few digital commerce organisations understand better than Salmon how content and commerce need to work closely together across every channel. Some of the world s biggest brands come to us to optimise how their content management and ecommerce platforms work together, and to improve the overall customer experience. Calling on more than 25 years experience, Salmon will examine how each piece of technology will help you towards your business goals. We explore the changes that will reset expectations and help transform your ecommerce business. Sometimes we make bespoke changes to existing systems. On other occasions we implement new content management software from leading software vendors or open source technologies. What our experience does tell us is that individual solutions need to be developed to meet each client s content management vision. 4

5 To use content most effectively, we continuously improve the way customers search and find your products. Applying workable innovation, we integrate new technologies to enhance browse and search functions, to offer predictive search, canned searches for clearance products and to recommend alternatives for out-of-stock products. With tailored page layouts based on purchase history, we personalise the customer experience and create opportunities to cross- and upsell. Sainsbury s When we re-platformed the Online Groceries service for Sainsbury s, we integrated a new content management system into their new commerce platform. The end result is always a robust, stable and user-friendly system. We also advise you how to manage rich media content assets, like imagery and video - and how to control content across multiple channels, languages and locations. Our Experience We fulfil complex content management requirements for large ecommerce and multichannel businesses. This meant Sainsbury s could introduce rich content across the website with additional flexibility to manage large volumes of content change quickly and efficiently. A leading UK retailer We integrated video content software to give this retailer improved bandwidth and to help customers have a more virtual and informed experience by bringing them closer to the products they browse. From our experience we ve refined how to optimise the capture, storage, management and delivery of structured and unstructured content to meet your business processes. The technologies we use perform a variety of objectives. For example we can make sure you re using the latest keywords and phrases popular and on-trend on social media. We then automate new category production so you can quickly reach your audience with the relevant language. 5

6 PLATFORM IMPLEMENTATION Our aim was to optimise our online marketing to all of our customers, to encourage return visits and to increase sales. As a result, Salmon s ecommerce experts have reviewed our promotions to make them more engaging, changed our customer content and re-designed and improved both our checkout and registration processes. We are delighted with the results. Scott Weavers-Wright, Partner at Kiddicare.com MARKETING TECHNOLOGY Use marketing technologies to deliver effective campaigns that drive sales Our Expertise We look at your existing marketing operations and recommend improvements that ultimately make your marketing efforts work harder. During the discovery phase, we take the time to understand your business and review your current marketing activities. This helps us advise you on the best ways to automate, optimise and measure your marketing campaigns. Our Experience We use our many years experience to help you choose the right marketing technology solutions and advise on how to integrate your systems to optimise marketing effectiveness. We build marketing technology and automation into your website to drive up your conversion rates. Marketing technology services include: Technology selection and integration Managed marketing technology including automation Managed marketing platform features; decision engines 6

7 PLATFORM IMPLEMENTATION Since implementing our new multichannel platform, we have had a very successful year and an outstanding Christmas with website visitors up 67% on the same period last year. Customers are more engaged with our brand and website conversion is up significantly. Ken Platt, Head of Multichannel Ecommerce Delivery, Morrisons ORDER MANAGEMENT Improve customer satisfaction and profitability with efficient processing and management of orders Our Expertise Managing orders is a complex and vital process that has a huge impact on customer loyalty and repeat purchase. It needs to be right. Our Experience We develop agile and integrated order management services that provide customers with a consistent service across all channels. We help create team structures to support new processes, systems and scope, or introduce and implement new order management technologies. From order to delivery and returns, our experts understand the processes, systems and technologies that you need to put in place. The order management strategies and solutions we develop translate into efficient fulfilment services. We ensure new systems integrate with your current ecommerce operations and are scalable to grow with your business. Our multichannel consultants balance sophisticated processes such as integrating promotions, bundling, partial shipments and split orders with design and implementation of the packaging experience itself. 7

8 ABOUT SALMON Salmon is a global digital commerce consultancy the largest in WPP s network of companies. We define and deliver market-changing solutions and customer journeys for the world s leading brands. Established in 1989, with operations in London, New York, Melbourne and Beijing, Salmon clients include AkzoNobel, Argos, Audi UK, DFS, Halfords, Premier Farnell, Sainsbury s and Selfridges. Salmon s Multichannel Commerce Solutions brochure complements this booklet on Platform Implementation. For more information, info@salmon.com or visit: Salmon Ltd. All rights reserved. All company and product names, brands and symbols mentioned herein are brand names and/or registered trademarks of their respective owners. 8