E Commerce Implementation Process

Transcription

1 Atlanta OAUG E Commerce Implementation Process Chiranjib Chatterje Manager Practice cchatterje@kpmg.com

2 Agenda The shift in Applications Market What is CRM E Commerce - the Solution Implementing E Commerce Implementation Challenges

3 The shift in Applications Market Business Medium of the future High Extended ERP Internet Commerce Supply Chain Customer Management Impact on Competitive Advantage Financials Manufacturing HR Back office Low Growth Rates High

4 What is CRM CRM Footprint Marketing Sales Service Marketing M A R K E T P L A C E Telemarketing imarketing Telesales Field sales Mobile/PDA istore E R P A P P L I C AT I O N S Customer Care Field Service Mobile/PDA isupport Mobile Call Center Web Marketing Intelligence Sales Intelligence Customer Intelligence

5 What is CRM E-commerce Roadmap v3.0 v3i v11i imarketing imarketing OIC (ICS) istore istore Payment Server ipayment ipayment ibill & Pay ibill & Pay Web Customers Web Customers isupport

6 What is CRM E-Commerce Walk - In Compelling Experience Call Center Integration Identification Shopping - Cart Registration Ordering Call me CTI Products / Pricing Configuration, ATP, 1:1 Mkt, Product Recommendation Talk to me now On - Line Collaboration Payment Credit Card, Issuing Credit Fulfillment Shipping, Tax, Freight/ Collections Cash Collections

7 E Commerce - the solution E Commerce - Integration with Back-office ERP Reports Finance Manufacturing Order Processing Customers Sales Orders Order Status Update Items/Price List ATP E Commerce - istore - ibill - ipay - imarketing These interfaces are today available between 10.7 and istore 3.1

8 E Commerce - the solution E Commerce - Other Available Integration ERP Reports Finance Manufacturing Order Processing E Commerce - istore - ibill - ipay - imarketing Payment Shipments 3rd Party TAX Personalizations Soft goods Download These additional interfaces are available for more focussed integration with third party applications. These interfaces with the third party applications can augment/substitute the order processing capabilities of ERP.

9 Implementing E Commerce Key Points for Design Acquire customers faster and hold on to them Have the store up and running quickly Seamless integration with the back office Security for customer personal information Report tools for customer buying analysis Key Points in the Implementation Process Communicate the Objectives and Issues to the Management Parallel execution of Visual designs and Technical design E Commerce experienced resources Keep watch on future developments to avoid customization

10 Implementing E Commerce Design - Acquire Customers and Hold onto them Attract Customers Gather Information - Target Customers, Competitors Target E Mails Gift Certificates, Gift Registry Enable good shopping experience Customers will be attracted to a site, if the site is self intuitive in navigation, allow customers to quickly identify their needs. This adds to a good experience to the customer..

11 Implementing E Commerce Design - Acquire Customers and Hold onto them Convert Walk-in Customers into Accounts Incentives, Discounts Coupons Free gifts on purchases E Mails to first time customers A walk in customer is converted into Accounts when they see the benefits of becoming a regular customer.

12 Implementing E Commerce Design - Acquire Customers and Hold onto them Extend and Retain the customers E Mails on new products E Mails on new discounts/sale Up Sell and Cross Sell Remember Preferences Recommend based on previous purchases Cross selling allows to view the product availability in like subjects for example displaying toys, masks etc when the customer is looking for dresses. On upselling customers also view the other related Halloween products like candies etc. This triggers the impulse buying nature of the customer and meets his/her total need for the occasion.

13 Implementing E Commerce Design - Seamless integration with back office Interfacing the Sales Order into ERP Updating the Sales Order with correct shipping and Tax Allow multiple ship-to for a Sales Order Charging the credit card once E mail notification to customer on the order status Viewing sales order status with shipment tracking number - customer self service Availability of the product while ordering Allow customer Service support - ( 800 numbers)

14 Visuals Technical Implementing E Commerce Implementation Process - Visuals & Technical Develop HTML pages and integrate customization Wire frame Comps Functional Specification Site Map/Architecture Competitive Analysis Integrate Customization with wire frame Additional Customization Interfaces with ERP Base istore Install istore

15 Implementation challenges Lets Discuss