IBM Commerce by CrossView, Order Management Order management in the cloud IBM Commerce by CrossView, Order Management 1
IBM Commerce by CrossView, Order Management is a solution that delivers strategy, technology and services to optimize order fulfillment across all sales channels and expedite implementation. Today s consumers expect a faster, more fluid shopping experience one that enables an easy shift between touch points to shop, buy and fulfill orders. A well-orchestrated order management system is a key element of any truly crosschannel commerce environment one that is tightly integrated across all facets of commerce. Retailers can leverage inventory more effectively, maximize internal and external resources, and keep order promises. Historically, access to these and other efficiencies has been limited to big brands with deep pockets and an extended timeframe to implement until now. Introducing IBM Commerce by CrossView, Order Management IBM Commerce by CrossView, Order Management delivers the strategy, technology and services retailers need to integrate industry-leading order management technology into the commerce environment. This newly launched suite of cloud-based order management solutions enables retailers to create a superior customer experience by executing and coordinating order fulfillment processes across supply chain networks, affordably and in significantly less time than more complex, investment-intensive solutions require. Value extends across the commerce lifecycle: Customers can seamlessly order from anywhere and retailers can fulfill from anywhere and return to anywhere. Product and pricing information is up to date and more consistent across channels, engendering greater customer satisfaction E-commerce profitability and return on inventory investment is increased IBM Commerce by CrossView, Order Management 2
A global view of inventory is enabled along with flexible fulfillment options that drive increased sales and deeper customer satisfaction: Order online, ship from store Buy anywhere, return anywhere Buy online, pickup in store Ship from other store to customer Drop ship from vendor to customer Warehouse space requirements are decreased Shipping and expediting costs are minimized Speed and simplify implementation Based on IBM s industry-leading order management solution IBM Commerce, Order Management, this suite of solutions can be implemented independently or together as foundational elements supporting order management across the retail enterprise. CrossView delivers the strategy, technology and services required to speed and simplify implementation and ensure that each solution addresses the precise requirements that can help you establish competitive advantage. STORE INVENTORY Global visibility Enables ship to store and order online, pickup in store capabilities. Empowers sales associates and call center representatives with global visibility into inventory levels. 12 14 week engagement IBM Commerce by CrossView, Order Management 3
OMNI CHANNEL ORDER HUB Integrated Order Fulfillment Consolidates order history information, providing a single view of order history for any customer across all sales touch points (online, in store, call center) Optimizes the opportunity to drive repeat or follow-on sales 12 14 week engagement INTELLIGENT ORDER ROUTING One source of order information Enables order routing capabilities within multiple fulfillment environments Automates fulfillment within a complex supply chain split, route, reassemble Ideal for retailers growing through acquisition and integrating multiple fulfillment sources 14 16 week engagement IBM Commerce by CrossView, Order Management 4
Delivering sustained value across channels GLOBAL VISIBILITY IBM Commerce, Order Management combines multi-channel order aggregation with global inventory visibility. This enables a key competitive differentiator for retailers: the ability to order from anywhere, fulfill from anywhere, and return to anywhere. Inventory and resources are appropriately allocated from internal or external sources to meet the conditions of an order and the requirements of your business. With global order visibility, store associate can access the original order and, based on store operation rules you define, associates can process the return and ensure customer are getting the proper credit based on the original sale. Associates can determine the disposition of returned items reshelf, categorize quality for discounted sales, scrap the items, or return them to suppliers Stores are also able to accept returns from another channel. INTEGRATED ORDER FULFILLMENT Deliver a thorough cross-channel buying experience from initial browsing through order fulfillment. Call center representatives have access to order, inventory, delivery and installation tools and information to provide highquality customer service. Access and control of fulfillment operations is extended to store associates and sales representatives through intuitive mobile applications. And, in combination with CrossView mobility tools, store associates are armed with a cross-channel view of past customer interactions to personalize the in-store shopping experience. IBM Commerce by CrossView, Order Management 5
ONE SOURCE OF ORDER INFORMATION Aggregate orders from multiple channels -- online, call center, store -- and provide a single source of order status information across these channels. This enables key capabilities that customers have come to expect, including buy online and pick up in store. Moreover, revenue recurs with repeat and scheduled order capabilities that the technology enables. At the same time, order administration is simplified, reducing your investment in of time and resources for this activity. A single order record can be easily accessed by authorized users to modify, add or cancel line items or entire orders. Return and repair requests are linked to original sales orders to provide visibility into the repair or return lifecycle. Reverse inventory is tracked back to the appropriate location, including partner locations, to support reverse logistics for customer returns. IBM Commerce by CrossView, Order Management 6
Case Studies HAUTE COMMERCE Luxury retailer realizes stunning gains with global inventory visibility When a high-end fashion retailer saw the shift away from brick and mortar stores to alternate channels, it sought new ways to serve and satisfy its wellheeled customer base. Enabling a global view of inventory across all channels would ensure that shoppers could acquire goods when, where and how they wanted to buy. Moreover, with a global view of inventory, orders and customers, sales associates could deliver the highly personalized service that differentiated the retailer. Order management experts from CrossView implemented a IBM Commerce, Order Management-based solution that delivers a holistic view of inventory, orders and customers across the company. Inventory could be promised in any channel. Buy online, pickup in store; ship from nearby store and return to any store were enabled. But, more importantly, customers acquired the merchandise they sought, so sales, service and loyalty soared. The retailer s multi-channel shoppers are spending up to four times more than single-channel shoppers. Online returns are driving 20 percent in additional revenue. An amazing 70 percent of multi-channel shoppers are taking advantage of alternate inventory sources when an item is not available in store. Now that s haute commerce. BUY THE BOOK Order management hub eases integration for bookseller Acquisition fueled growth for a large book retailer in North America. And, IBM Commerce by CrossView, Order Management 7
while sales and market share increased exponentially, so, too, did the organization s complexity. With each acquisition, legacy fulfillment and billing systems needed to be integrated a costly and time consuming undertaking. Typically, each integration project lasted two years and, still, a unified approach to order management was elusive. Order management experts with CrossView proposed the creation of a transactional order management hub bypassing legacy systems. This solution could be implemented in under six months, and offered the intelligence to orchestrate and route line items to the appropriate legacy systems. This approach not only reduced the bookseller s investment in integrations, but it provided greater flexibility and speed to pursue their aggressive acquisition strategy. BUY AND BUY Home improvement retailer grows repeat business by creating one view of order history Repeat business was the bread and butter for a large U.S., home improvement chain. The retailer sought to improve efficiencies and grow sales by creating one view of each customer s online order history. Order management experts from CrossView implemented a IBM Commerce, Order Management-based solution to centralize order transaction history, creating a consolidated view of customer purchases across all sales channels: in store, online and call center. This enabled the retailer to personalize promotions based on how and where each shopper buys merchandise and, at the same time, to reward loyalty. Through the solution, the company has achieved a greater than expected improvement in repeat transactions for prior orders. Moreover, it has set the stage for easy integration of future channels newly acquired companies, along with new sales channels. IBM Commerce by CrossView, Order Management 8
A holistic approach Our holistic approach ensures that you have access to strategic planning to optimize the value of order management in your enterprise, as well as access to technology that offers a single view of supply and demand across channels, and services to implement and drive sustained value. Through an iterative methodology applied to designing and implementing solutions, CrossView adheres to a highly cost-effective approach to delivery one that enables the implementation of an order management solution in significantly less time than other solution providers, and that embraces the nuances of your retail enterprise and your unique objectives. We provide the skills, insights and expertise you need to make this technology work for you. From inception, design, development, implementation and transition to operational readiness, CrossView can help integrate order management technology into your commerce environment. IBM Commerce by CrossView, Order Management 9
Managed services Implementing an order management solution is only one part of the equation. Even if the technology is already deployed, you must continually ensure that it s optimized and addresses evolving requirements across your organization and among customers. Are you taking full advantage of the value embedded in your order management environment? How can you use order management as a differentiator? What capabilities can you add simply and cost effectively? These are some of the questions our Managed Services team can help you answer. Specialists in all facets of commerce, CrossView offers a variety of Managed Services in the following key areas: Strategy Technical Performance Development and Quality Assurance Hosting Our tiered Managed Services offerings ensure that you have access to the precise skills and solutions you need across the commerce value chain including order management. IBM Commerce by CrossView, Order Management 10
Managed services 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 Environment Automation for Business Users Quality Assurance Automation IBM Commerce by CrossView, Order Management 11
Managed services (continued) ACTION ADVANCED PREMIUM PLATINUM Holiday Readiness Dedicated ecommerce Delivery Manager Ongoing Solution Enhancements Security Services Disaster Recovery - Hosting and Process Third Party Support IBM Commerce by CrossView, Order Management 12
Cloud Hosting CrossView Cloud Hosting allows you to place the servers that operate IBM Commerce, Order Management in the cloud, removing the need for physical data centers, equipment costs or management costs. Additional capacity can be spun up on demand reducing lead-time for expanding capacity or new initiatives. The speed of systems is often a barrier to their adoption. Speed literally means sales in the e-commerce space. CrossView has a strong focus on performance all of our systems are designed and tested to produce quick response time for internal and external system users alike. 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? IBM Commerce by CrossView, Order Management 13
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. The talent on our team CrossView has been implementing e-commerce solutions since 1997. 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 commerce and order management 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. Members of our team proficient in order management include: Enterprise Architects Business Architects Solution Architects Program and Project Management IBM Commerce by CrossView, Order Management 14
Practice Leaders Technical Architects Lead Consultants QA Leads Business Analysts Configure-Price-Quote (CPQ) Architect and Modelers Solution Developers Learn more To learn more about CrossView and IBM Commerce, Order Management and to schedule a meeting with a member of our team, contact the marketing team at CrossView or visit our website at www.crossview.com. IBM Commerce by CrossView, Order Management 15