Driving Multi-channel Commerce

Transcription

1 Driving Multi-channel Commerce Business Overview Online shopping is being redefined. Not only are voluble customers making their presence known across ecommerce sites, but these digital consumers are also viewing online shopping as an experience, rather than a mere act of transacting. Today, digital consumers rely heavily on multiple channels to research products, seek out information, and purchase goods and services. As consumers embrace social media and social technologies, they expect their shopping experience to keep pace. Such participative shopping, where consumers can engage with and get opinions from their social circle, is a fulfilling experience that can motivate them to buy. It is imperative, now, more than ever, for companies to understand their consumers and engage them on their terms.

2 Infosys CommerceEdge Platform The Infosys CommerceEdge Platform provides a comprehensive way for organizations to maximize sales, deliver a superior customer experience, and lower customer engagement costs. The platform supports the latest advances in ecommerce such as personalized user interactions, agile merchandising and rich catalogs to deliver a superior shopping experience, both on the web as well as the mobile channel. Using social interactions to personalize and enhance the shopping experience, it helps drive traffic, increase conversion, and improve the average order value. The platform is delivered through the enterprise SaaS model. It is differentiated by the convenience of single-point-accountability as it assumes complete ownership of applications, infrastructure and professional, business and consulting services. This effectively energizes the enterprise s ecommerce and social commerce strategies. Secure, open, configurable and scalable, the Infosys CommerceEdge Platform can integrate with the enterprise s core applications, arming the organization with the agility to respond to dynamic business challenges and maximize time-to-value. Networking Sites INTERACT Commerce Platform ecommerce Platform TRANSACT Integrated with Existing Enterprise Systems AAA BBB CCC DDD EEE FFF Supported by Services P 2

3 Infosys CommerceEdge ecommerce Platform The platform empowers enterprises to adapt to the changing realities while maximizing sales, delivering superior customer experience and lowering customer engagement costs. The ecommerce Platform is also available on mobile as a channel, enabling easy access and wider reach. The platform also supports the latest advances in ecommerce, such as personalized user interactions, agile merchandising and rich catalogues to deliver a superior shopping experience. The platform is built on the industry leading commerce software and is available in the enterprise SaaS model. It delivers on its promise through industry-specific applications that enable enterprises to: Respond swiftly to market needs Drive multi-channel and cross-channel sales Provide a superior, relevant and personalized customer experience across channels Offer robust merchandizing support Leverage social interactions and drive conversions by integrating with the Infosys Edge Platform Web Contact Center In-Store Catalog Mobile Multi & Cross-Channel Commerce Call Center Web Campaign Management Split Testing Search Core Commerce Reporting/ Analytics Merchandising Personalization engagement Creating, sharing, connecting Mobile engagement Mobile platform and services Pre-built integrations Integrations to third-party systems Business Benefits Maximizes Sales Delivers Superior Customer Experience Reduces Costs Attracts customers through search engine optimization Increases conversion rates through personalization, content targeting and searchandizing Enhances average order size by presenting targeted, timely and personally relevant cross-sell/ up-sell offers Increases agility by empowering business users to manage promotions and campaigns with minimal or no IT support Enables superior customer intelligence through comprehensive analytics Delights customers with a personalized shopping experience Enables segment-based targeting of content and offers Facilitates peer-to-peer collaboration and active community participation through social media marketing Helps avoid capital investments Manages multiple country catalogs through a single architecture Provides customer care through self-service and peer-customer support P 3

4 Infosys CommerceEdge Commerce Platform The Commerce Platform enables enterprises to leverage social interactions to personalize and enhance the customer s shopping experience, while increasing web-traffic and driving sales. The Commerce Platform provides social tools to attract friends to the ecommerce site and facilitates interactions with those friends over multiple channels. Deploying capabilities such as recommendations from friends, friend purchase history, social product combination, and co-shopping, it makes the online shopping experience even more social than it is in the real world. The Commerce Platform is available both as a web and mobile application to cater to the needs of customers on the move. Influence Communities, Forums, Blogs Rewards Commerce Product Combination Connect Co-shopping For Sellers/ Enterprises For Shoppers Business Benefits Facilitates Customer Acquisition Leverages shoppers social networks to drive awareness and increase traffic Disseminates relevant content to shoppers social networks and increases traffic Registers more users by leveraging shoppers social graphs Provides social sign-on options to drive traffic Enables superior customer intelligence through comprehensive analytics Enhances Conversion Increases purchases by surfacing opinion from friends during the shopping process Drives purchases by surfacing purchases made by friends Offers options for shoppers to solicit social help on ecommerce sites or on public networks like Facebook, Twitter, etc. Increases Average Order Value Provides product recommendations from friends and other relevant communities Enables shoppers to create and share product bundles Facilitates Decision Making Enables shoppers to get help from friends and peers during the buying process Allows shoppers to obtain help on relevant social networks like Facebook, Twitter, etc., or on ecommerce sites Offers Product Discovery Provides shoppers alerts on purchases and opinions shared by the shoppers social networks Gives shoppers personalized content and recommendations based on social interactions and behavior Enhances Shopping Experience Improves online shopping experience via capabilities like co-shopping, group gifting, etc. P 4

5 Enable Connectivity?Why Infosys CommerceEdge Platform Infosys CommerceEdge platform allows buyers to log in using the credentials of their favorite social networking site (Facebook, Google, Yahoo, etc.) and bring friends on-board from there. It also surfaces social opinion in the form of ratings, reviews and recommendations from friends, and purchases made by friends, via alerts and in context of the shopping experience. Personalize Shopping Experience Infosys CommerceEdge platform s superior ecommerce functionalities help enterprises attract and convert visitors. It enables personalized shopping experience, segment-based targeting, up-selling and cross-selling. The platform features powerful multi-faceted search with tools for marketing and merchandizing, service agents, and a comprehensive reporting suite. Accelerates awareness Infosys CommerceEdge platform Gets your messages to a wide audience, quickly and also creates awareness of products and services in a specific or large segment in terms of reach, relevance and time. Grows revenue Infosys CommerceEdge platform attracts customers and increases conversion rates through personalization, content targeting and cross-sell/ up-sell offers. Scalable, Reliable and Flexible Infosys CommerceEdge platforms technology, architecture and infrastructure is based on Service Oriented Architecture (SOA), enterprise quality standards and Cloud computing. It provides flexibility and scalability, and integrates with the client s core business applications. Our enterprise quality infrastructure ensures high performance and reliability. P 5

6 Delivery Models Infosys Cloud Infosys CommerceEdge Platform is available as an out-of-box offering which enterprises can start using and realize the value of almost immediately. In this model, Infosys takes end-to-end responsibility for all aspects of the offering from infrastructure and applications to professional services and consulting with clear service-level agreements. This model also provides a capex versus opex advantage because the pricing is based on the value being delivered by the platform, based on page views or order volume. Client Cloud Infosys CommerceEdge Platform can also be deployed in the client s Cloud, aligning with customer strategy. This solution is priced on subscription basis fees for usage of the Infosys IP. Infosys provides services clustered around running the platform such as strategy, adoption, application support, business process management, and professional services. P 6

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8 For more information, contact About Infosys Many of the world's most successful organizations rely on Infosys to deliver measurable business value. Infosys provides business consulting, technology, engineering and outsourcing services to help clients in over 30 countries build tomorrow's enterprise. For more information about Infosys (NASDAQ:INFY), visit Infosys Limited, Bangalore, India. Infosys believes the information in this publication is accurate as of its publication date; suchinformation is subject to change without notice. Infosys acknowledges the proprietary rights of the trademarks and product names of other companies mentioned in this document. P 8