IBM Commerce by CrossView, B2C Strategy, Technology, Services. IBM Commerce by CrossView, B2C 1

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1 IBM Commerce by CrossView, B2C Strategy, Technology, Services IBM Commerce by CrossView, B2C 1

2 IBM Commerce by CrossView, B2C Introducing IBM Commerce by CrossView, B2C. Combining digital commerce strategy, technology and services in a single, hosted solution, IBM Commerce, B2C speeds and simplifies the creation of content-rich, highly optimized web stores. Much more than a B2C or B2B e-commerce store-front, IBM Commerce, B2C creates a customer interaction environment that can help you: Go to market quickly with a robust omni-channel presence that includes all of the features and functions customers expect in shopping today, including mobile, recommendations, endless aisle, branded boutiques and microsites, and more. Use data to boost site traffic and sales as you personalize interactions and create more compelling offers. Deliver an experience that keeps customers coming back again and again. Serve customers more efficiently and maximize the return on your investment in commerce technology. Enabling a consistent digital experience for shoppers across desktop, tablet and smartphone devices using Responsive Web Design Today, retailers must serve customers across all channels how and where buyers want to shop and purchase. IBM Commerce, B2C delivers the strategy, technology and services in one solution to help you sell more, engage customers across all channels, operate more efficiently and create a more personal brand experience. IBM Commerce by CrossView, B2C 2

3 A customer loyalty engine The e-commerce technology you choose is a gateway to sustained customer loyalty. It enables more relevant interactions. It is the engine that ensures efficiency, and that you are responsive to customers across every touch-point. Moreover, e-commerce technology is the front line for protecting your brand and your most valuable asset: your customers. IBM Commerce, B2C not only delivers the technology you need to build customer loyalty, but also the services and strategies associated with retaining a loyal base of customers. Through Managed Services, we can help you enhance operational efficiency, increase agility, heighten performance and security, so that shoppers return, again and again. Ensure that you have the computing capacity to manage peak customer loads Grow sales by delivering a true omni-channel experience and more deeply engage customers Launch quickly, realize time to value fast Ensure that your site includes the functionality that loyal customers expect Leverage base package of pre-built integrations no customization required, reducing investment and time to market Tap into strategic expertise experienced solution management, retail specialists and digital strategists guided by dedicated customer experience managers IBM Commerce by CrossView, B2C 3

4 A quick-deploy solution Based on IBM WebSphere Commerce and IBM s Commerce starter store, IBM Commerce, B2C can be integrated to the key elements of IBM s Smarter Commerce ecosystem, including Unica, Sterling and TeaLeaf. This cloud-based offering represents the value CrossView adds strategy, implementation skills, pre-built integrations, managed services, and many years of commerce and retail expertise. Sophisticated and feature-rich e-commerce storefronts can be built and launched in under four months. CrossView s digital storefront delivers best-of-breed, prebuilt integrations, advanced analytics and key features that retailers have come to expect to forge deeper connections with customers and drive sales across channels. Overview of IBM Commerce by CrossView, B2C features USER EXPERIENCE Responsive, flexible, customizable 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 IBM Commerce by CrossView, B2C 4

5 Automated support for 301 redirects as URL s 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 Department Pages + + Top level page that maps to top level categories + + Highly customizable page for merchandisers to modify or change via business user tooling Category Pages + + Supports bread crumb-based category navigation + + Category results are driven from search engine (guided navigation) Product Pages + + Support for image swapping and image zoom + + Merchandising Associations + + Ratings and reviews with Bazaarvoice Landing Pages + + Support for customized landing pages that allow business users to target key products for SEO, search or pay-per-click ad campaigns MARKETING Empowering marketing teams to respond quickly to opportunity Support throughout the site for customizable content spots that can be scheduled and controlled by business users with no IT involvement STORE LOCATOR Google Maps based store locator Data loading for store locations 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) IBM Commerce by CrossView, B2C 5

6 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 PAYMENT Flexibility, security CyberSource payment gateway integration with credit card tokenization and fraud screening + + 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 Shipping based on order total thresholds TAX 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, B2C 6

7 Key third parties Leverage a base package of pre-built integrations no customization required, reducing investment and time to market. A phased approach In four months, you can be in market with a world-class, omni-channel storefront with the power to transform your sales and your customers experience 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, B2C 7

8 Managed services Developing a robust e-commerce solution is only one part of the equation. E-commerce sites 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 ADVANCED PREMIUM PLATINUM 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 CrossView Automation Tools IBM Commerce by CrossView, B2C 8

9 Managed services (continued) ACTION ADVANCED PREMIUM PLATINUM 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, B2C 9

10 Getting smarter about commerce IBM Commerce, B2C can be integrated to the key elements of IBM s Smarter Commerce ecosystem, including Unica, Sterling and TeaLeaf. This Smarter Commerce solution will help enhance customer experience to create brand intimacy deepen trust, strengthen loyalty. Precision marketing capabilities embedded in IBM Commerce, B2C, for instance, allow marketers and merchandisers to create, manage, and deploy personalized marketing campaigns based on customer behavior. Coremetrics Intelligent Offer enables retailers to automatically generate personalized product recommendations for each visitor. Recommendations are based on current session and historical browsing, shopping, and purchasing data through a powerful set of proven and configurable algorithms. Cross-channel business processes are supported, too, serving customers, call center representatives, gift registrants, distribution channel partners, and others more efficiently. A single set of business rules, integrations and content can be created and leveraged across all channels to maximized operational efficiency. Interfaces integrate with external systems such as POS, kiosk, enterprise resource planning and fulfillment systems associated with IBM Commerce, Order Management, a platform supported by IBM Commerce, B2C. IBM Commerce by CrossView, B2C 10

11 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. Key deliverables that allow project to stay on track: Production-ready data delivered properly in the format specified by CrossView IBM Commerce by CrossView, B2C 11

12 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 to the retail industry for more than 16 years 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 business-to-consumer (B2C) and business-to-business (B2B) e-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 last 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. 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. IBM Commerce by CrossView, B2C 12

13 Today, we work with more than 35 top-name 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 been implementing e-commerce solutions since We have 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 Retail TouchPoints Customer Lifecycle Conference Loyalty Category IBM Commerce by CrossView, B2C 13

14 RIS News Fusion Awards Cross-Channel Small and Medium Business Award RIS News Fusion Awards Customer-Centric Commerce Award Retail TouchPoints Customer Lifecycle Conference Personalization Category The right partners Choosing the right e-commerce partner means making the right match. The combination of CrossView and IBM WebSphere Commerce is the perfect fit for a growing array of well-known brands for a variety of reasons: 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, IBM Commerce by CrossView, B2C 14

15 marketing, order capture and customer management. The platform is scalable, highly available and provides a powerful framework built on top of popular Java technology. It is no exaggeration to say that IBM WebSphere Commerce is the industry s most successful B2C ecommerce 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 WebSphere Commerce than any other commercially available platform. INSPIRING NEW LEVELS OF SUCCESS IN CUSTOMERS CrossView customers have a strong track record of using their wellintegrated commerce systems to drive new levels of success in their businesses. Recently, for instance, our clients saw online revenue climb 35% over last year s sales between Thanksgiving and through Cyber Monday, while orders over the five-day period rose 33% year over year. Specialty retailer Moosejaw, a leader in its field, has quickly grown its brick and mortar store presence, quadrupled its business on the web and, along the way, has built brand loyalty second to none. Advance Auto Parts is an incredible success story, growing their business exponentially, trumping competition; all while building what is arguably the best crosschannel customer experience in their industry. Learn more To learn more about CrossView and IBM Commerce, B2C, 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, B2C 15