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JARROD LAYPractice Manager - eCom, B2B and Mkt [email protected]: 585.739.9574
Commerce PracticeOverview
About Us
• Proven Success: Dozens of references, real ROI data points,
customers ranging from 8-10 figures in online rev• Cross-Industry Expertise:
Retail, Manufacturing, Distribution, Healthcare, Financials, Government and more
• Numerous IBM Awards: Customer Centricity, X-Channel, Beacon
• Numerous Customer Industry Awards:
Internet Retailer, Multi-Channel Merchant
• History of leading edge prowess: – Sirius has been deploying WCS since 2001– Sirius was the first BP to bring a customer live on eSites– Sirius was the first BP to bring a customer live on the WC mobile store– Sirius was the first to bring an Endeca to Solr migration to production– Sirius is 1 of only 4 BP’s able to offer BP SaaS for WCS– Sirius has authored certification exams, Redbooks and whitepapers for IBM– First BP to deploy tealeaf (post acquisition)
Sirius released IP to Open-Source: for contribution to the formal IBM/Adobe Connector Project
And Sirius helps ensure success
Challenges- Difficult site search, low conversion
- Seasonality, peak/performance
- Increased demand on mobile channel
- Operations increasingly rapid in site refresh (true IT/LOB separation required)
Best Practices- [Onsite] Search optimization
- “Platform” services based architecture
- Mobile relaunch (discard screen scrapers)
- Deploy AEM on top of WCS
Business Results- 7.1% increase in site search conversion
- 33% increase in holiday mobile traffic
Consumer Facing Commerce Solutions
Challenges- Global operations in over 100 countries
- Global implementation of Peoplesoft
- Various one-off web front ends around the globe, difficult to manage
- Extremely burdened call center
Best Practices- Global deployment utilizing e-Sites
- Single Asset Store – single catalog, set of integration code, central management
- Real-time integration to PSFT via MQ
Business Results- Single solution serving 20 countries in 14
languages
- 20% reduction in phone/fax orders, redirected to web
- 1200% growth in second year 0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
180,000
Fiscal Month
Ord
ers/O
rd
er L
in
es
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
3,000,000
3,500,000
4,000,000
4,500,000
Ord
er V
alu
e (U
S$)
Revenue (in US$) # of Order Lines # of Orders
Canada
Netherlands
U.S. Surgical
France
Belgium
Austria,
Switzerland
United Kingdom
Nordic Countries
Worldwide Web Sales Trend
Channel Facing Commerce Solutions
Challenges• Multiple brands on different code bases
• Marketing dependant on IT for updates
• 20% of web orders end up in call center
• Cross-channel integration
Best Practices• e-Sites and Asset Store for integration
• Full content control via LOB tools
• Centralized data store
Business Results
• Record sales per day
• Mobile Store
• Significant reduction in calls
• Single code base fully managed by marketing/sales
Performance Bike Wins! Best Multi-Channel WCS Deployment of the Year at IBM Summit 2010
Omni-Channel Commerce Solutions
Online Retailer Business Drivers – Why Buy Tealeaf?
Drive Online RevenueDeep Customer InsightBetter Manage Customer
Experience During Holiday Spike - TV
Clearly Understand Customer Support Issues
“We Use Tealeaf EVERYDAY. Its paid for itself THREE TIMES
OVER” - Jeff C. – CIO
Requires visibility into the actual customer experience
Benefits Quantified in Study
Increased Conversion Rate 3.5%
Increased Average Order Value 0.5%
Improved Retention Rate 1%
Reduced Problem Resolution Time 60%
Reduced Incidents (Project Avoidance) 10%
Reduced Disputed/Fraudulent Chargebacks
0.05%
Source: A commissioned study by Forrester Consulting, “The Total Economic Impact of Tealeaf’s Customer Behavior Analysis Suite.” July 2010
Experience Optimization Solutions
Challenges- Protocol support
- Translation/transformation Issues
- Reliability (guaranteed delivery)
- Security
Best Practices- Major protocol support (FTP, FTPS, SFTP (w/PGP),
C:D, HTTP, HTTPS and more)
- Flexible Business Process models that adapt across a single or multiple customer/partner integrations
- Clustered deployment, guaranteed uptime
- Secure, auth/priv access model
Business Results- Reduced on-boarding efforts
- Wider adaptation (broader support of protocols and docs)
- Reduced phone calls/follow up on missing docs
B2b/EDI/MFT Solutions