Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions

Transcription

1 Deliver a Better Digital Customer Experience Through Sonata s Digital Engagement Solutions

2 The World is Going Digital The incredible growth of the internet, the proliferation of mobile devices and the consumerization of IT are redefining the way people shop for and consume goods and services. The traditional boundaries between channels, time periods, spaces and devices through which consumers access service providers at various stages of the consumption cycle are fast disappearing. As a result, today s consumer is more connected and empowered than ever, with wide access to information about product parameters such as price and performance. Therefore consumers are demanding a seamless, personalized and social consumption experience, and reshaping the way both incumbent and upcoming new businesses must compete to win the wallet of the digital consumer. Companies hence have an imperative to pursue digital innovation and ongoing engagement with their customers. They must apply best-in-class digital engagement IT solutions that enable them to connect better with their key stakeholders to drive conversation and interactive dialog, leading to revenue growth and customer satisfaction. This must be done in quick time to take advantage of rapidly changing technology trends and at the same time reliably handle the complexity of attracting, selling to and retaining digital consumers. Sonata s Digital Engagement Solutions Sonata specializes in integrating technologies such as. Omni-Channel Commerce, Mobility and Analytics, with a deep understanding of consumer engagement processes in industries such as Travel, Retail and Consumer Goods, to help you achieve next generation engagement solutions for your business. Seamless connectivity across channels, devices and service touch points, personalized products, services and promotions, smart mobile and intelligent service processes these are just a few areas of our specialization. Solution Features Benefits TransactionPlus Omni-Channel Commerce platforms for integrated web, mobile, store, kiosk and call center access Omni-Channel Inventory, Logistics and Fulfilment process Mobile Optimized Websites Website Performance Analytics and Engineering Allows companies to seamlessly connect with consumers across channels and devices Consolidated Omni-Channel Platform Enhances Customer Experience Sonata helped one of Europe s largest tour operators transform its operations from legacy ecommerce and brickand-mortar retail platforms into a consolidated Omni-Channel platform for browse, search, book and service capabilities for all channels. BENEFITS: A mobile-enabled website, personalized search and packaging, as well as enhanced yield management applications integration enabled the business achieve strong growth and profitability. Sonata is a very important extension of our team and over the years has made a significant contribution to our success in serving our customers better than anyone else in our business sector. Leading Travel Company Solution Features Benefits ValuePlus 360 degree Customer Master Data and Single Sign On Analytics-based Personalization engine for customerspecific search, recommendation and offers Dynamic packaging of products and services Pricing and Yield Management Digital Payment Systems Improves customer experience through enhanced personalization and fulfilment options Digital Solutions to Better Engage With Customers One of the largest hypermarket chains in the world wanted to extend its strong store presence to better digital engagement with customers. BENEFITS: Sonata-enabled solutions across multiple areas such as 360 degree view of customers, cross channel ordering and fulfilment, and loyalty program management to ensure new age technologies were leveraged for business readiness. Thanks to the team on this great achievement and for your commitment on this success. World Leader in Retail

3 Solution Features Benefits ServicePlus Customer Mobile Self Service Applications Portfolio Development SMAC-enabled Work Processes Enterprise Mobility Enablement Increases customer satisfaction and loyalty by improving service levels via intelligent anytime, anywhere service features. Mobile Enabled Solution Improves Sales Team Efficiency A global F&B CPG giant decided to empower its sales team with superior work systems. Sonata provided a mobile-enabled Account Investment Plan and Performance Review Process for better demand generation. BENEFITS: A real-time Account Deal Calendar with online Deal Approval streamlined sales operations. Integration with the ERP for end-to-end supply chain efficiencies lowered costs further. Solution Features Benefits SocialPlus Social sentiment analysis Social listening and CRM Social sharing systems Strengthens company brand and image by leveraging social technologies to understand, serve and encourage positive word-of-mouth from customers Feedback System Solution Improves Service Levels A leading travel company wanted to more systematically capture customer feedback at various stages of the travel experience lifecycle for internal and external use. BENEFITS: Sonata s open source feedback aggregation, moderation and distribution solution enabled multiple brands and markets to automate, increase and enhance feedback to improve service levels as well as share customer experience socially.

4 Service Portfolio Sonata has a strong portfolio of underlying digital engagement technology practice streams and solutions in areas such as Omni- Channel Commerce, Mobility, Analytics and Social. Omni-Channel Commerce Selling and fulfillment processes are growing increasingly complex, as customers, employees and other stakeholders demand multiple touch points and leverage several channels to reach their objectives researching, transacting or collaborating. Sonata is committed to developing next-gen Omni-Channel Commerce solutions that enable leading businesses to succeed. We have strategic partnerships with providers of leading technologies such as SAP hybris and Microsoft Dynamics AX Retail, and have implemented proven large scale deployments for world leading customers spanning customization, performance engineering, implementation and support. We leverage a large and experienced 500+ talent pool in Omni- Channel Commerce solutions, along with IP- based solution assets for fast and reliable roll-outs. Sonata has vast expertise in the E-Commerce space, and their 360 degree partnership model for product companies, such as ours, is a great benefit to us. Leading E-Commerce Product Company Mobility Mobile solutions have become central to how business is conducted today, and is redefining the pace and depth of customer, employee and partner connect with the organization. Sonata s mobility practice helps enterprises leverage Mobility in a strategic and scalable manner across multiple areas that impact business. Our services span Consulting, Application Development, Deployment and Support through a turnkey CoE-based model for comprehensive Enterprise Mobility Enablement. Our partnerships and capabilities on key platform-based Mobile Application Development and Mobile Device Management enable quick and reliable rollouts across operating systems and devices. In addition, our expertise in customer-centric as well as employee and business-centric mobile work flow application ideation, design and development, along with our scalable and skilled talent pool with proven delivery to large customers will ensure that you achieve the growth and efficiency characteristic of a fully mobile organization. Sonata has been a key partner in our commitment to provide best-of-breed People Ready solutions to our customers. Sonata s deep domain knowledge and technical skills help us ensure accelerated development cycles, improved time-to-market and increased competitive agility. Global Software Major Analytics With increasing digital connectivity and the exponential growth of mobile devices, the volume, variety and velocity of data available to enterprises has exploded. Organizations are turning to data and analytics to gain insights and drive value, hoping to strengthen their ability to make faster and smarter decisions that can help them meet today s complex business challenges. Sonata s BI & Analytics practice aims to provide these capabilities to our customers. We offer a wide range of services across multiple business process stages and technologies, spanning Big Data to traditional Business Intelligence solutions. Sonata s Unified Data Analysis Platform integrates multiple types and sources of data in one big data enterprise master with prebuilt algorithms for analysis. Our solutions leverage our large, 250+ multi-skilled talent pool along with our strong data visualization, KPI reporting and dash-boarding skills to provide business-relevant and superior, actionable insights across customer, operations and vendor ecosystems. Social In today s age of the empowered customer, the scale and impact of customer connectivity has increased, and organizations are now required to engage and connect with customers in interactive dialogs over social media. Sonata has developed a range of solutions to help businesses leverage the social media phenomenon, such as: Social Sentiment Analysis for brand image, pricing and predictive demand forecasting for business Social customer community development applications Social CRM and recommendations engine

5 Awards and Recognitions Most Innovative Partner of the Year 2012 Honored consecutively for 2013 and 2014 Gold Partner Why Sonata Sonata s Digital Engagement Solutions has helped several of our clients deliver a consistently seamless customer experience. We have a team of over 2000 professionals with deep expertise in consumer business IT solutions, and have built decades-long bestin-class partnerships with Microsoft, SAP and Oracle. In addition, other differentiators include: Over 25+ years serving Fortune 500 customers across the globe Digital engagement systems solutions partner for leading travel and retailing businesses Over half of services revenues from digital and SMAC-driven engagements

6 ABOUT SONATA SOFTWARE Sonata Software is a global IT services firm focused on catalyzing transformational IT initiatives of its clients through deep domain knowledge, technology expertise and customer commitment. The company delivers innovative new solutions for Travel, Retail and Consumer Goods industries by integrating technologies such as Omni-Channel Commerce, Mobility, Analytics, Cloud and ERP, to drive enhanced customer engagement, operations efficiency and return on IT investments. A trusted long-term service provider to Fortune 100 companies across both the software product development and enterprise business segments, Sonata seeks to add differentiated value to leaders who want to make an impact on their businesses, with IT. NORTH AMERICA EUROPE ASIA ANZ in f t For more information write to us at: info@sonata-software.com APS Trust Building, Bull Temple Road N. R. Colony, Bangalore , India T: F: