TIE Kinetix Magazine #4

8/2/2019 TIE Kinetix Magazine #4

1/24

RIKS B2B Motor Home Deco Channel Guide Customer Satisfaction Clopay Saves Big

Think Outsidethe Cloud

eBetteExpe ence Focus on Businessinstead of Technology

A Common GoalMcGaw and TIE Kinetix Join Forces

N mbe o ~ 2012

T-Mobiles HigherConversion Through


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3/24

TIE ~ 2012 ~ P3

O v on

A vision o looking beyond technology, a visiono making business processes easier and moree fcient. A vision o true partnership, whereTIE provides the right solutions to make ourcustomers businesses prosper.

Technology, no matter how advanced, is just avehicle to achieve business goals. Thats why both

ERIKS and Clopay decided to choose a SaaS solution tostreamline their EDI processes. See the articles on page 8 and page 20. It isall about ocus and cutting edge business solutions. Companies need toocus on their core competence in order to improve their competitiveadvantage. Strong partnerships have proven to be o great value, as you canread on page 7 and 18 about our partnership with Progress So tware and theOnline Company.

The combination o business knowledge and matching technicalsolutions has led to signifcant results at T-Mobile (page 14). So tosummarize: We will continue to ocus on the technology so you can ullyocus on your business, thats our vision!

Enjoy reading!

CONTENT

MAsThEAd

P04 T n O t e t e Clo

P07 T e Powe o Comb nat on

P08 Eriks B2B Moto

P10 home deco C annel G e

P12 McGaw Ma et ng anTiE k net x, a Common Goal

Publication TiE k net x, hoo o p,Net e lan ~ www.t e net x.comEditor & Management s zanne Glo e| FFect ve.nl Art Direction & Design remco Baa , san a hell ngman |beet-vo mgev ng.nl Coverphoto Ma celrob P otog ap y Printing Van sc aG a me a Cooperation from BelnFe nn ez igle a Authors J m La n,Pat c van Boom, s zanne Glo e

2012 TiE k net x, P.O. Box 3053, 2130 kBoo o p, Net e lan . all g t e e ve . No pa to t p bl cat on may be ep o ce n any mannew t o t pe m on o t e p bl e .

14T-M i :Bette Onl ne C tomeExpe ence inc ea e Conve on

P16 C tome se v ce:it all abo t t e People

P18 inte v ew; sanjay k ma ,P og e so twa e

P20 Clopay save b g T o gO t o c ng Edi

P22 New

P23 Ga get

iNTrO

Jan Sundelin, CEO TIE Holding N.V.

T me f e ! in 2012 TiE k net x

celeb ate t 25t ann ve a y.

in t e e 25 yea o company a

g own, o ol t on ave mat e

an o c tome ba e a ex-pan e . i am ve y p o o w e e

we a e to ay. howeve , i am not

go ng to pen a lot o t me loo ng

bac . i want to loo a ea an

a e a v on.


4/24

Orders

5 0 % Syndicationmade easy withTIE Kinetix

Orders

P4 ~ 2012 ~ TIE

TOTAL iNTEGrATEd E-COMMErCE


5/24

TIE ~ 2012 ~ P5

ThinkOt ethe Cloudin to ay wo l o tec nolog cal nnovat on, c ange occ ap ly. T e con e-q ence o t e e c ange , e pec ally n o twa e ol t on , a e t e ab l ty oo gan zat on to ma nta n tate o t e a t tec nology. iT epa tment a e expen veto ma nta n an e o ce o management, t me an money a e at play. An a t cleby Pat c van Boom, d ecto Global Ma et ng & sale , TiE hol ng N.V.

Changes Newtechnology is nowavailable to aidcompanies implement their strategy. Web 2.0,SaaS and CloudComputing are recent concepts in the world o technology. Multi-channel media,contextual advertising,and social media areexamples o howdynamic, in the moment,and ast paced businessonline can be. In a similarashion, innovativecompanies moving theirprocesses to the cloudhave become morecommon helpingalleviate the cost sensitive pressuredecision makers ace.

The need to generate revenue and proft is theundamental goal o all businesses. There ore,management attention to all aspects o the core

undamentals is at the ore ront o every business. In orderto stay competitive in their sector, businesses must fndnew ways to optimize processes.

A t o Patrick van Boom ~ ill t at on Rick Cedrone | Remco Baars

At the same time IT solutions aremoving rom technology baseddecisions to business value baseddecisions. Marketing is now aundamental driver o IT purchasing,and, that trend shows no signs o stopping, or even slowing down, anytime soon. According to Forbes, fveyears rom now CMOs will spendmore on IT than CIOs.

The Task ahead Executivemanagers who need to fnd the best ways to integrate new technologies intheir organizations are aced with animportant decision: Do-it-yoursel oroutsourcing. TIEs mantra there ore isMake technology per orm so you canocus on your business.

What is the real business value orcustomers moving to The Cloud?Many organizations choose tooutsource their so tware basedsolutions and IT in rastructure,

Bene tfrom

techno logyinnovation

while

stayingfocused

on the corebusiness.

The Challenge Focus, ocus,ocus! Management must pay closeattention to its market, and providecompetitive products and services.Productivity in all processes is requiredto keep costs down, and keep aconstant eye to opportunities orurther reduction. Technology changesare a two-way sword. On the one handit o ers opportunities. On the otherhand, it diverts management attention,and other resources to an area that aretime consuming and expensive.

The challenge is to beneft rom thetechnological opportunities whilestaying ocused on the core businessand compe tencies.


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P6 ~ 2012 ~ TIE

allowing them to ocus on their core business. This will remove resourcesspent on non-core competencies so keysta can apply emphasis on critical business activities. This also allowsthem to avoid underutilized sta andcarrying extra in rastructure, typicallyrequired or disaster resiliency. Thisstrengthens business values such asaster time-to-market, predictability,lower development and operating costsand immediate access to latest technologies and innovations.

Cloud computing capabilities areundamentally shi ting the competi-tive business landscape by providing anew baseline or creating and deliver-ing value to customers. Applicationsand social connectivity trends arecreating a per ect storm o opportu-nity, enabling cloud adopters totrans orm internal operations,customer relationships and industryvalue chains.

When you trust your solutions tothe cloud it is imperative to rely onyour business partner. This partnerthere ore must understand your business, and be able to translate business needs into solutions, provideexcellent customer service andsupport and should be robust,seasoned and agile at the same time.

how TIe kIneTIxfITs In TIE Kinetixhas a long lastingexperience in all threeo its solution areas.Founded in 1987 whenEDI and BusinessIntegration were frst evolving, TIE was a truepioneer, and innovator.At the start o themillennium whendotcoms and web shopswere still developing,and the concept o content syndicationdidnt exist, TIE was

Marketing, Sales, and Fulfllment! Oursolutions connect these dots, increating a closed-loop or major business processes. In doing businessonline, E-Commerce is not just sellingonline, E-Commerce is supporting andintegrating your major businessprocesses, online and with your business and trading partners. That isTotal Integrated E-Commerce!

Within this approach, TIE deliversso tware-based web-centric solutions.These solutions empower organiza-tions to improve their supply chaine fciency and coordination. Our threeintegrated plat orms (Content Syndication, E-Commerce, BusinessIntegration), together called TIEKinetix, enable business partners towork seamlessly together on the major business processes throughout thesupply chain.

ThInk ouTsIde The Cloud,ThInk T.I.e. TIE Kinetix takes care o the technology, latest developmentsand innovations so our customers canocus on their business, stay ahead o the curve and enables our customers tothink outside the cloud. TIE Kinetixallows technology to per orm so ourcustomers and partners can ocuson their business.

Logistics

MarketingSalesFulfllment

Orientation

TransactionSell

Deliver

Appli cationsand social

connectivitytrends arecreating a

perfectstorm of opportunity.

defning the frst solutions or early adoptersin these market spaces.

ToTal InTegraTed e-CoMMerCe(T.I.e.) Technological development ensuresproductivity in supply chain activities andwill rely increasingly on the Internet toconduct business. Marketing executivesrequire new tools to empower theirchannels with marketing and product in ormation. Consumers and industrialusers will per orm more o their purchasingactivities online. A shi t to managedservices and So tware as a Service (SaaS)reduces high sel -managed costs.

TIE brings together the technologyneeded or the major business processes o


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TIE ~ 2012 ~ P7

E-COMMErCEA t o Suzanne Glorie ~ P otog ap y The Online Company

Conve on gene at ng nte net concept

In the USA, the so called Cyber Monday 2011 (theMonday a ter Thanksgiving) broke all records,growing with 15% compared to the year be ore.The neCessITy of a good InTerneTConCepT The online market is huge. The client isking. To have a good internet concept is absolutelynecessary i you want to acquire market share. Erikvan Laar and Maarten de Vries, rom The OnlineCompany, know this better than anybody else. They

CombinationThe Power ofT e onl ne op ma et a expan e eno mo ly.in t e t al o 2011, t e onl ne o e n t eNet e lan ave nc ea e by 13%. No le t an

40% o C tma opp ng wa one onl ne.

(e.g. SEA display marketing, a fliatemarketing), interim and project management to execution/implemen-tation and even complete outsourcing.

The nature o the projects are quitedi erent, depending on how maturecompanies are when we are talkingabout E-Commerce. The OnlineCompany distinguishes three kindso clients, companies that:

Need support with setting up anE-Commerce strategy and theimplementation.Are unhappy with their current online per ormance, or example by not getting a good ROI or havingto deal with a lot o complaints,mal unctions and such.Want to optimize, innovate and/or(partially) outsource their ownE-Commerce model.

and exibility. TIEs technology incombination with our concepts leads toan optimal user experience, resulting inincreased sales or our customers, andthat is what this is all about.

This cooperation has already lead usto good results, especially in thetelecom market, among others at T-Mobile. The application o innova-tive web concepts resolved in aincreasing conversion, aster time-to-market and growing online sales.

De Vries: Thats why we do it,to have satisfed clients! We can seethat our approach works and there orplan to intensi y and expand thepartnership in the coming year.

have been active in theonline market since2000 and helped set upGenie.nl, the BritishTelecom internet portal,which later became 02and inally Tel ort.They saw how theamount o online saleskept growing. Van Laar: In those ouryears we have learneda lot, we have seenGoogle grow as wellas the emergence o a iliate marketing.In 2005 we decided tostart our own company,The Online Company,where we could use ourknowledge to help other businesses.

The Online Companyhelps businesses tooptimize their E-Com-merce results. De Vries:We o er a completepackage ranging romservices, strategy,campaign management

TeChnology as The basIs of e-CoMMerCeConCepTs Online company has a suitable solution orall these clients. Since 2006 we have been workingtogether with TIE Kinetix to deliver the technology behind the E-Commerce concepts. Van Laar, It beginswith a strategy, a line o thought, a good concept. Then it needs to have a stable technical oundation. TIEMamboFive E-Commerce Suite is all that: stable,scalable and innovative.

TogeTher for suCCess The combination o The Online Company with TIE is very success ul. Bothcompanies complement each other well. Where TheOnline Company is very strong at implementation andtranslation o the business needs into a well oundedconcept, TIE is great at providing the technology behind it.

Van Laar: TIE understands exactly what we meanand knows how to keep a good balance between quality

Technologyas the

basis of E-Commerce

concepts.


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P8 ~ 2012 ~ TIE

ERIKSB2Bmotor

SaaS based solution

ERIKS is an industrial service provider with an extensive selectiono mechanical components such as valves, caps, hoses, plastics,tools, etc. It has a dynamic range o products with more than5,000,000 articles. In addition, ERIKS provides up-to-dateproduct and usage in ormation. The company also strives,together with its customers, to achieve a reduction in downtime, cost and o er environmental and low-energy solutions.


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Content yn ca-t on ee l v ngmagaz ne onl nepo tal c aVTWonen.nl

P10 ~ 2012 ~ TIE

MediaInnovations

To innovate is a necessity, even or SanomaMedia. They are the biggest Media Companyin the Netherlands with magazines, customermedia, TV stations, events, websites, mobile sites,mobile apps and iPad apps. Their magazine port olioconsists o more than 70 varied A brands .

Sanoma Media Netherlands Ltd. is a part o the

home deco C annel G e

countries. Based on net sales results,Sanoma is one o the top 15 mediacompanies, one o the top 5 magazinespublishers and one o the top 6 in studymaterials and education solutions inEurope.

Sanoma Media was looking or waysto urther develop the B2B market andwhilst doing that also trying to reachthe dealer network, the next link in theconsumption chain, together with thehome urnishing manu acturers.

They want to be the link betweenmanu acturers, consumers and dealersin order to help to strengthen themarket that has been weakened by thecrisis. So when TIE Kinetix came upwith the idea o an online service,Home Deco Channel Guide, Sanomaimmediately saw the possibilities.Sanoma Sales Manager, Joost Prikker,We have always had very goodcontact with manu acturers and wealso have a huge reach within theconsumer base. We see Home DecoChannel Guide as a per ect opportu-nity to reach the dealer network and to become the link between the manu ac-turer, dealer and consumer.

ConTenT syndICaTIon, ThedrIvIng forCe behInd hoMedeCo Channel guIde Theunique cooperation between TIE

Kinetix and Sanoma Media resulted inthe Home Deco Channel Guide where,thanks to Content Syndication,collections and campaigns can becentrally advertised and kept withinthe dealers websites.

This has also been advertised at VT Wonen.nl, where, when you use thedealer locator, people can fnd the right dealer in their region a lot more easily.

Thanks to the Home Deco Channelmicro site, the Sanoma Media livingeditorials daily post ree in ormationsuch as the latest trends and news and by doing so, greatly inspire theconsumer.The Home Deco ChannelGuide is the ultimate connection between the manu acturer and thedealer on the one hand, and theconsumers on the other hand.according to Joost Prikker. Our livingportals o er inspiration to theconsumer and point out to them theway to the dealers websites, a win-winsituation or everybody.

T e me a wo l a a t cally c ange n

ecent yea . Ta t onal me a a to eal w ta ec ea e n a ve t ng ale , w le t e t toonl ne opp ng eman a e ent app oacom p bl e an t e me a.

A t o Suzanne Glorie ~ P otog ap y Zebra Fotostudios

Sanoma Group, aversatile media organiza-tion that bringsin ormation, educationand entertainment tomillions o peoplethroughout twenty


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TIE ~ 2012 ~ P11

Trend: searChIng forInspIraTIon onlIne Consumerslike to be inspired by using theinternet. The Multichannel Monitor2010 shows that 56% o interioracquisitions used the internet to get in ormation. Nevertheless, the living branch is a traditional one that needs toimprove greatly in the online area. Just a ew dealer websites give an up-to-date view o the collections that theysell. It is a lost chance!

The living magazines online portals,such as vt wonen.nl, are a desired placeor consumers looking or inspiration.This site receives around 276,000visitors monthly.

produCTIve CooperaTIon,The basIs for an organICgrowTh Since Home Deco ChannelGuide was launched, Sanoma hasreceived a huge response rom homeurnishing manu acturers as well asrom dealers. To make it easier, dealers

may participate during the frst year orree. Dealers are experiencing di fcult times, says Prikker, Their businesshas decreased considerably. We hopethat we can help them by doing this.

Sanoma and TIE decided to grow theconcept organically. The concept iscatching on and slowly well-known brands are coming orward. The dealernetwork is still small, but in the last months we have seen interest growing. We have chosen or organic growth,deliberately choosing to do thingsproperly, rather than quickly, saysPrikker. We want to develop thesystem along the way. Right now wehave a great basis to start with, but wecan expand thanks to the input rom themarket and the expertise that TIEKinetix has.

Its great to work with Sanoma,says Emile van de Klok, TIE Interna-tional Managing Director. They areopen to modernization, know theirmarket rom the inside, have a huge

reach and know how tolaunch a new concept into the market. Joost Prikker is also verypositive about thecooperation, especiallythe interaction with TIEKinetix is good, eventhough each o us isstrong in his own feld,Sanoma in marketingand sales, TIE Kinetix inproduct development and technology. Westrive continuouslyto develop a betterproduct.

Eventually they both like to reach acomplete integration between print, onlineand television. By combining andintegrating varied media through articles,campaigns and adverts, we o er a maxi-mum reach to manu acturers and dealersand we are a source o inspiration and aguide or the consumer, says Prikker.

Both striveto reach acomplete

integrationbetween

print,online andtele vision.

CONTENT sYNdiCATiON


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5 0 % Syndicationmade easy withTIE Kinetix

N E W !Syndicationmade easy withTIE Kinetix

Syndicationmade easy withTIE Kinetix

T O P 5

A t o Jim Larkin ~ ill t at on Beet Vormgeving

sta t ng n ea ly 2011, TiE k net x, on be al o CNET inte act ve an McGawMa et ng, collabo ate on a new global campa gn yn cat on p oject oM c o o t Co po at on. T e p og am, leve ag ng t e TiE k net x Contentsyn cat on Plat o m, la nc e J ly 1 t, 2011 an q c ly ga ne e ove5,5 m ll on en e pe mont v t ng t e yn cate campa gn .

M t al Goal o M c o o t

Actoneas

P12 ~ 2012 ~ TIE


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TSyndication marketing con-tent is the only way to de-liver content throughoutthe online channel. Marke-

ting content served withTIE Kinetix CSP is the best.

SA L E !Syndicationmade easy withTIE Kinetix

TIE ~ 2012 ~ P13

CONTENT sYNdiCATiON

O ver the frst 6 months, theprogram eatured 17 di erent languages, allowing 1,300partners rom 65 countries to activelysyndicate more than 125 campaigns.The Microso t distributors and OEMpartners represent some o the largest IT companies in the world.

onlIne CaMpaIgns Alice McGaw,President o McGaw Marketing, isresponsible or the creation o Microso ts global online campaigns,and she articulates this daunting chargerom her Ontario, CA o fce. Insteado ftting what Microso t wanted intoan existing portal, TIEs technology isso exible that we could confgure thesystem and create the ront-end to suit what was needed. This allowed us to build all o our localized sites, the waywe imagined, without restrictions.

TIE gave me the reedom to explainwhat I thought the design should looklike, and how I thought it should beorganized, said McGaw. The uniqueinter ace is intuitive and was achieved by cooperation and working together asa genuine meeting o the mind, all witha common end goal.

McGaw delights in the simplicityperceived by her client: From theMicroso t perspective, we (CNET/TIEKinetix/McGaw Marketing) meet oncea week or an hour. What they dont seeare the daily phone calls involvingeveryone, in three time zones, working

as one to make the launch happen. Be ore the launch,everyone was working weekends and nights with nocomplaints. The client doesnt have to manage threecompanies; we manage ourselves working as one team.

This unique relationship allows three distinct companiesto work closely, yet remain solely ocused on theirstrengths. This atmosphere creates an ideal collaborative

set in stone. Strategiccomponents can sprout rom any part o theprocess blurringresponsibilities, or the better. This is a result o the willingness by all tostep out o their role torealize the goal. McGawinsists, Theres no timewasted on who shoulddo it, or whose job it was, or who gets credit.Everyone on my teameels that when wereworking with TIE theocus is always ongetting the job done.Then we can all besuperstars.

This mutualadmiration is not lost onMcGaw, They genu-inely work with us asmembers o the sameteam. Always the sameobjective, to get thecampaign right andworking, and up on time.

Its an attitude thats not always ound ingroup dynamics, but we all want to givethe client what they want.

This level o understanding in aworking relationship can come only roma combination o on the job know-howand old- ashioned hard work. AliceMcGaw seems to think its working.TIE keeps our stress level down! Werecurrently working on 46 campaignmicrosites that will be launched globallyon the short term. As or the syndicationaspect, we have no worries about that.

working environment as well aspractical solutions.

under proMIse, overdelIver McGaw, who works withmajor global content syndicationcompanies, is not bash ul about herondness or TIE, For such anestablished company TIE Kinetix actedlike a startup. They consistently asked,What do you need us to do? How canwe help? Always under promising andover delivering. TIEs experiencedeveloping content syndicationsolutions over the last decade hasallowed or many types o syndicationprojects over a number o verticals.Thats one o the huge benefts o TIE being such a seasoned company. All thekinks have been worked out. Almost everything weve asked or has already been developed.

Over ten years o syndicationprojects allow TIEs team to be agileand reactive enough to move swi tly inreaction to any issue. This act isconfrmed by McGaw, Their responsetime is unprecedented. Even when theyare busy, they are always quick torespond. Everyone on my team lovesthem. Everyone is treated as equals,with great amounts o respect.

geTTIng The Job done Theroles between the companies are not

Everyoneon my team

feels thatwhen were

workingwith TIE

the focus isalways ongetting the job done.


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Text xxx ~ P otog ap y xxx

P14 ~ 2012 ~ TIE

The SwitchA

ter fnding the correct product he begins the checkout process.But as he is orced to click

through a f th screen, he realizes hewont be able to fnish in time or hisnext meeting. Frustrated anddisappointed, he closes his browserwithout completing the transaction.Now imagine i that man couldcomplete the same transaction within just one or two screens. The possibilityo his purchasing the Smartphone be ore his next meeting increasesexponentially.

The telecom industry has becomeone o the most competitive markets intodays economy. With so manyvendor, product and service options

in between meet ng a man eage to eplace ex t ngmob le p one w t t e newe t ma t p one e a eao m c abo t. Nee ng to accompl t ta q c ly,e nav gate to an onl ne p one op.

T-Mobiles online improvements

available to customers, a Telcos abilityto improve the customer experiencecan have a huge e ect on conversionrates. T-Mobile ully understands thischallenge. As one o the top 3 globalwireless carriers and subsidiary o Deutsche Telecom AG, T-Mobileserves 150 million subscribers acrossEurope and the USA.

Eight years ago, at the request o theMarketing department, T-MobilesNetherlands IT group built acustomized online web shop. Thoughstate-o -the-art at the time, the systemgrew too in exible to support thecompanys needs, making it di fcult or the Internet Marketing group toquickly and easily execute campaigns,

support special o ers or take advantageo market opportunities. In anon-demand world that requirescompanies to react almost immediatelyto remain competitive, it was takingT-Mobile months to develop theunctionality to support newinitiatives. The company urgentlyneeded to reduce that time-to-market down to weeks, i not days.

InCrease flexIbIlITy andreduCe CosT Flexibility and cost were the primary drivers to start asearch or a new solution, says Tessel Jarigsma, Senior Vice President orInternet and New Media at T-Mobile.The marketing department was lookingto decrease its dependence on IT and toincrease its own ability to quicklydefne, customize and executecampaigns without having to deal withcomplex technology issues. Jarigsma:First and oremost, we needed asolution that o ered the exibility toquickly and easily meet the ever-

A t o Progress So tware ~ P otog ap y Marcel Rob


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TIE ~ 2012 ~ P15

E-COMMErCE

We were looking or aneasy-to-use webshop or ourcustomers. With TIE Kinetix wehave minimized the number osteps related to placing anorder. In addition, we are nowable to o er richer content: cus-tomer reviews, up sell opportu-nities, stock in ormation anddetailed product descriptions.As a result thereo , we are ableto increase the conversion andgenerate more revenue rom ourweb shop. Tessel Jarigsma,T-Mobile Sr. Vice President forInternet and New Media

changing, ondemand needs o theindustry. Second, it no longer madesense or us to incur all o thedevelopment cost to customize asolution when there were excellent solutions on the market developed byvendors who knew ar more about thesubject than we do.

And with approximately 30% o alltelecom products in the Netherlandspurchased online, T-Mobile concludedthat a more exible shopping plat ormwould be a strategic step orward in itsonline strategy and ability to gainmarket share. So, as Jarigsma began hersearch or a new solution, the list o criteria included ar more than just unctionality requirements.

Management requirements were just as important to us, even not moreso, explains Jarigsma. Flexibility,cost, time-to-market, agility thosewere the elements that were going togive us the business success andcompetitive advantage we werelooking or.

seleCTIng s s According to Jarigsma, theTIE Kinetix MamboFive E-Commerce Plat ormo ered both the unctionality and management requirements the company was looking or.And in addition, T-Mobile could trust andleverage the extensive expertise and experienceo TIE Kinetix and its business partner TheOnline Company so T-Mobile can ocus all

and because the entire system iscloud-based, T-Mobiles Marketingdepartment now has ar more reedomand agility to execute their ownprograms.

An additional advantage is that T-Mobile does not have to worry about the technology and availability. Due toa stable Progress-based plat orm TIEKinetix ensures 99.9% uptime o thephone shop.

huge busIness benefITs Onlyshortly a ter the implementation,T-Mobile is already realizingtremendous business benefts. Thecompany has substantially improvedthe customer experience with newunctionality, content and ease-o -use.For example, it has integrated socialmedia and signifcantly reduced thenumber o steps and web pages

customers are required to navigate to completetransactions. A series o processes that once requiredT-Mobiles customers to navigate through fve di erent web pages has been merged into a single page.

their e ort on doing business in a verycompetitive environment.

T-Mobile has replacedits previous solution withTIE KinetixsE-Commerce So tware as aService (SaaS) plat orm. Byoutsourcing its entireplat orm, T-Mobileachieves an optimal balance betweentechnological possibilitiesand the ever-changingdemands o the business.The exibility o the TIEKinetix system enablesvery ast time-to-market

T-Mobileis alreadyrealizing

tremendousbusinessbene ts.


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P16 ~ 2012 ~ TIE

A t o Suzanne Glorie ~ P otog ap y Remco Baars, Leah Oliver

Its all AboutW t o t c tome t e e no b ne . T e e o e c tomeat act on an c tome ppo t a e ey tem at TiE k net x.An nte v ew w t Nata c a he jboe -re jge an Jeanne hentge .

Global c tome at act on

How do you measurecustomer satisfaction at TIE Kinetix?Natascha : We regularly docustomer satis actionsurveys, even weekly, andkeep a very close watch onhow we are doing.

TIE Commerce goes the Extra Mile to help itsCustomers. I have always been satisfed with theirsupport

American International Industries

Gerry and Jake aregreat to work with. I wishall support was as goodas TIE Commerce

THK RhythmNorth America Co. Ltd

Do TIE Kinetix employees embrace thiscustomer satisfaction philosophy?Jeanne: Absolutely. All our employeeslive and breath customer service and asmanagement we stimulate and awardservice oriented behavior. We yearly giveout a customer support award to theemployee whos proven to go the extramile to make our customers happy.

Do you see changes in support needs?Natascha: Customerslike personal contact,now more than ever.They want to speak tosomeone that knowstheir specifc situation.Thats why we do not operate as a call center.All our support engineers know thecustomers, understandtheir business and areable to directly come upwith solutions. Oursurveys show that ourcustomers really valuethat. Although we dowork with frst andsecond line support,they are all TIE Kinetixemployees that operateas one team to deliver

Natascha Heijboer-ReijgersBusiness Unit Manager


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TIE ~ 2012 ~ P17

TOTAL iNTEGrATEd E-COMMErCE

the People

I was directlyput in touch with2 nd and 3 rd linesupport, even be orethe service callwas generated!Within 24 hoursmy problem wascompletely solved.You draw theconclusion...

Mediq

Always the right answer,always the frst time

Polk Audio

What are the key strengthsof TIE Kinetix support services?Jeanne: The length o timeto contact a customer a terthey report an issue,knowledge o our products,and the interaction with thesupport technician aredefnite strengths. Most o our support engineers have been with the company ormany years and theres not a

problem they cant solve.Natascha: Dont orget teamwork, our customerscan count on over 70 yearso experience, across ourinternational support teams.They share knowledge,support and educate eachother. Thats why acustomer will usually not notice when they arespeaking to a junior support engineer.

the best possiblecustomer service.Jeanne: O course thereare other trends like theneed or online helpunctionality andextended support. It goeswithout saying that wecontinuously improveand grow our services inorder to ully meet ourcustomers needs. Wehave the advantage o having highlyknowledgeable andexperienced support sta on 2 continents. We go as ar as 24/7support i required.The survey results areextraordinary, withscores between 90 andeven 100% customersatis action.

Those are extraordinary results,how do you explain that?Jeanne: It is all about the people. Apersonal approach, knowledgeable,pro essional and a help ul support sta that listens and provides real solutions.Natascha: I a customer is unhappy,which can happen occasionally, weimmediately take action, we will not rest until we have come up with anacceptable solution and a happycustomer! Well let the customersspeak or themselves.

Jeanne HentgesVP Business toBusiness Operations


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P18 ~ 2012 ~ TIE

The company o ers acomprehensive port olio o best-in-class enterprise so twarespanning event-driven visibility andreal-time response, open integration,data access and integration, andapplication development anddeployment all supporting on-premises and SaaS/Clouddeployments.

Typical value driven customerrelationships in the online age are ademanding thing as service providerslook to improve their online process.Advancements allowing solutionsin rastructure, o erings, and capabili-ties to provide or the ever changingneeds o customers can be a movingtarget. Simply put, an intelligentlyequipped and implemented E-Com-merce shop allows users to keep costsdown, while providing a streamlined

WorkingVerticalsonP og e so twa e Co po at on an n epen ent ente p eo twa e company t at enable b ne e to be ope at onally

e pon ve to c ang ng con t on an c tome nte act ona t ey occ to cap tal ze on new oppo t n t e , veg eate e c enc e an e ce .

inte v ew w t sanjay k ma , P og e so twa e

sales in rastructure allowing consumers toexecute complex processes via a simple andelegant inter ace.

at Progress So tware rom his RedwoodCity, CA o fce, Kumar shares his desireto put a fne point on the uniquestrengths o each companys solution,and how both systems work so welltogether.

Sanjay, Progress Software and TIE Kinetix have worked closely for years now, and the integration betweenthe two has gained traction in the last year. How has this progressiondeveloped, and where has it resonated in the marketplace?The relationship has been going on orsome time, but about a year ago, westarted to get more exposure aroundthe things we had to do in di erent verticals. We started having a strongerocus in certain verticals where ourproducts worked as solutions in that space. It looked like it was starting toalign very well with some o theactivities that TIE Kinetix was doing. We set up an exploratory set o meetings to better understand the typeo things TIE was doing withtelecommunication companies such asT-Mobile and KPN, where the TIEKinetix MamboFive E-Commercesolution was utilized as an onlinestore ront. In doing so we also saw its

Progress So twarehas been a strategicpartner o TIE Kinetix orover 10 years allowingTIE to deliver pioneeringsolutions built on theProgress ramework.More recently however,Progress has been usingTIE MamboFiveE-Commerce suite as aront end application tothe multi aceted backendo Progress So twaresCommunications OrderManagement Solution.

Speaking with SanjayKumar, VP o Communi-cations & Media Industry

TIE hasbeen

fantasticin actuallyprojectingto the nextgenerationwhat they

want

to see.

E-COMMErCE


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strong ability to act as the order entry/order capture system enabling sel carerom a customer perspective.

For example, once youve captured acustomer order, how do you orches-trate all the work that needs to be doneacross multiple systems, multipleprocesses and avenues like that to bringa customer on and activate their service,with any updates to that service? Allthose moving parts. Its obviously a bigarea o ocus or service providers.

So what was interesting, we oundthat what TIE was doing could be theront end to the things that we woulddo. Thats where we started to have theconversation around exploringopportunity. Over the last year therewere a number o situations wherecustomers were saying Youre doingthe order management what can you doon the order capture side? In whichcase, we entered into the conversationwith TIE Kinetix to help on that ront.There have been a number o occasionsthroughout the year where weve beenable to present a combined solutionwhile still working as separate entities.

Progress and TIE presented at theTM Forum together in Dublin, IR earlier this year, where many from the

telecommunications industry cametogether to talk about innovations inthe marketplace. What was the initial reaction from that event? We saw a lot o excitement there. Wewere doing a catalyst helping to defnehow to work within these managedservice o erings that service providersrun or enterprise level customers,such as banks. It was interesting because there was strong interest romthe telecom industry, but it had a lot o overlap with the fnancial servicessector because o ten they were theend customers or these services.

It resonated in the industryespecially as it relates to TIEs mobilestore ront, and it can be used across awhole series o solutions that serviceproviders are selling. It also becamereally interesting as TIE startedapplying it to areas o the managedservice models that started appearing.So its been a great year. Were still building on a number o theseopportunities as they pop up as aresult o our initial discussions.

How has TIEs strengths manifested in the partnership with ProgressSoftware in terms of both technology,and experience?

As a company TIE has been great witha very rapid response to these activities. Very little red tape, with a great commitment to making things happen,which is critical. Thats a very strongcomponent. From a solutionperspective, its very easy to showcaseyour o ering to demonstrate what would be the desired result. Itsamazing how ast you can show thoseactivities. Especially compared to othertraditional solution sets that are out there, those that are non-CRM based,non-SaaS based type o o erings. Itsthat speed o change that translates totime to market or service providers;its a antastic story. It complements theProgress value proposition well, wherethings are really driven by muchquicker time to market, theconvergence o products and servicesand the bundling o those against thechallenges that they relate to.

The partnership with TIE hasworked extremely well in that type o model, with a strong motivation. It doesnt hurt that Progress technologyis inside the TIE product. It just makesit easier to work together. Not that thetechnology was ever a challenge, but the act is we have a relationship romall sides.

A t o Jim Larkin ~ P otog ap y Stock photo

TIE ~ 2012 ~ P19


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sanjay k ma , V ce P e ent,Comm n cat on & Me ain t y at P og e so twa e

P20 ~ 2012 ~ TIE

The other part is that the technol-ogy meets the end desire. It has aantastic wow actor when youpresent it to the business community.Being able to show the type o experience that customers will have, orhow to use it internally, and being ableto see some o those results r ight away, being able to show it on a notepad, it has a very power ul attraction rom the business teams. Its an area whereservice providers traditionally have been too technology and engineeringoriented, with not enough ocusaround the customer experience andthe overall look and eel that thecustomer would have. TIE has beenantastic in projecting to the next generation what they want toactually see.

A t o Jim Larkin ~ P otog ap y Clopay

Bringing more than 40 years o leadership to the garage doorindustry, Clopay is the onlygarage door manu acturer to hold theGood Housekeeping Seal.

Plastic Products Division Withthree locations in the US, three inGermany, and one in Brazil, Clopay is aglobal leader in specialty flms,extrusion coatings, custom-printingand engineered laminations. Thecompany is widely known or its uniquetechnology developments in the areas o microporous breathable, elastomerics,monolithic, and apertured flms andcomposites. Clopays products are usedin the hygienic, healthcare, protectiveapparel, and industrial markets.

TIghT b2b InTegraTIon Industrial door leader Clopay needed amore e fcient way o managing their business to business integration withpartners and customers. They ound theday-to-day operation o an in-houseElectronic Data Interchange (EDI)program intensive and expensive.Maintaining updated trading partnerversions, training and retaining qualifedtechnical resources, and purchasingin-house so tware is costly andunmanageable. Recognizing theseneeds, they decided to ully outsourcetheir EDI processes to an experienced

ClopayBuilding Products Divisionwith our manu acturingacilities and 49 distribu-tion centers across theU.S. and Canada, Clopay isNorth Americas leadingmanu acturer o residen-

tial garage doors and aleader in the industrialdoor market.

Weve worked closely for over 10 years,and have had a great synergy particularly in the last year. What areyour projections for 2012 and beyond? There is certainly been a strongcommitment to a strategy around becoming more solution and verticalocused. In 2011, we built a newrelationship. Prior to that was anunderlying technology that Progresshad as part o the solution sets at TIE. It was much more o a partnership interms o how we go to market withyour solution and our solution as acommon value and proposition tocustomers. I think were going to see alot more o that in 2012. As we seethese opportunities with a globalootprint, it matters how quickly wecan move down those paths. 2012 iswhere well start truly reaping the benefts and seeing this type o valueproposition really grow.

Its part o a strategy across anumber o industries around the idea o helping service providers enhance theirend to end customer experience. As wepartner together, we have the enablingtechnology to get access to theirsystems, orchestrate activities, withresponse to operational pains. That combined with the solutions that TIEprovides enabling interaction withtheir customers and being able to deter-mine a lot o the metrics and activitiesthat are happening along that ront. You can see a great synergy to be able to build a greater picture around that end-to-end customer experiencemanagement initiative.

Its exciting working with TIE, asits a very agile company rom anorganizational perspective. From asolution perspective TIE has been apleasure to work with as well. I thinkwere going to see a lot more aspectsgrow in 2012 on this ront, because o that culture and vision in terms o thenew uture acing solutions or ourenterprise customers.


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TIE ~ 2012 ~ P21

BusiNEss iNTEGrATiON

Saves Big

solution not only supported the integration o the companys internal business processes, but more importantly enabled direct connections between the business processes o Clopay andits trading partners. TIE Kinetix inter acesprovided an easy-to-use solution that ensuredexibility enough or any kind o integrationscenario in the uture.

Clopay is ully outsourced using TIE KinetixBusiness Integration Plat orm connected to theTIE directConnect Communications networkallowing them to enjoy the advantages o trueeBusiness through a secure Internet business-to-business gateway. Using this power ulcombination gives the exibility to rapidlyimplement new E-Commerce processes withtheir Oracle Applications Suite to increase

course we have added trading partners,more documents, and trans ers. Weeven added another dedicated line orXML trans ers rom a particular vendor.There is daily use o web tools orresearch and support that we use andhave even taught our customer serviceteams to use. Through it all we have beneftted rom TIEs expertise withmultiple trans er/delivery protocols andsuggesting fxes or daily issues that arise. The team has gone out o theirway to make sure our business can not only receive and process current documents but grow incrementally.

TIEs power ul integration capabili-ties have enabled Clopay to e ortlesslytransact business and manage more than17,000 transactions per month without error. The overall costs or data storageand so tware execution have beensignifcantly reduced, and the timededicated to both new trading partnerset up and integration ormats have beenreduced by 75%.

In addition, we have been able tokeep the headcount down in ourdepartment and while still maintainingsystem integrity to support our businessand meet our trading partner require-ments, Hirth said. Outsourcing ourEDI services to TIE has been one o the best business decisions that we couldhave made.

visibility, e fciency andresponse to market conditions.

As a result o Outsourc-ing its supply chain connec-tions, Clopay has been ableto ocus on improving andoptimizing its internal business applications andhas experienced an annualcost savings o over$80,000 in the frst year o service. Desmond Allen,Clopays IT Help DeskManager and E-CommerceCoordinator had this to sayabout the solution, O

partner like TIE Kinetix. Otherdetermining actors that made thepurchasing decision much easier were:TIEs reasonable price, well knownreliability, support and confrmationrom several satisfed customers.

TIE Kinetix has years o experiencein supporting the operation o mission-critical electronic commerce processesin the area o communications anddocument mapping requirementsspecifed by our customers in the retailand manu acturing industry, saysCarmel Hirth, Director o IT or Clopay.

The implementation needed to beseamless to their trading partners and adetailed project plan was made withspecifc expectations rom both parties.Both companies worked together to set up a reconciliation process to ensure theaccuracy o all inbound and outboundtransactions. In a very short time rame,Clopay had outsourced all its EDItranslation, mapping development andenhancements, new trading partner set ups, daily reconciliation, error trouble-shooting and communications to TIE.

ouTsourCIng TIE worked veryclosely with the technical and businessteams o Clopay to provide an SAS 70compliant outsourced solution utilizingdatacenter in rastructure provided byConnectria Corporation. This

The overallcosts for datastorage and

softwareexecutionhave been

signi cantly

reduced.


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P22 ~ 2012 ~ TIE

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TIE ~ 2012 ~ P23

NEWs

Home Deco market ready for the future

Fourth online oodshop launched

NEW - Postpay without risk!

TIE Partner Epicor merges with Activant SolutionsERP so tware provider Epicor merged with ActivantSolutions, specialist in Business Management andRetail Point o Sale (Retail POS) Systems andDistribution ERP Systems or Wholesale Distribu-tion. The new, expanded Epicor is a global leaderdelivering business so tware solutions to themanu acturing, distribution, retail and servicesindustries. TIE Kinetix is exited about this merger.TIE CEO Jan Sundelin: Our companies havepartnered or over twelve years, our partnershipwith Epicor was one o the frst combined o eringsin the market o an ERP supplier with an integratedEDI solution. This merger brings even moreopportunities to our joined customer base.We very much look orward to working withevery component o the growing amily o Epicorproducts and services.

The collaboration between Newco Food Retail (NFR) and TIE Kinetix is paying off. Currently, they have four onlineculinary webshops live in the Netherlands.

An increasing number o consumers now shop online or a tastyhome-cooked meal. The trend is or healthy, varied ood and aconsumer desire to put resh, regional produce on the tablewithout too much trouble. Online solutions by TIE Kinetix andNFR anticipate these consumer demands and circumstances.In addition to Smaak.nl, debedrij slunch.nl, culinaireversmarkt.nl,both companies have launched smulweb.nl, the largest recipesite in the Netherlands.

Jan Sundelin, TIE Kinetix CEO: The strategic partnership westarted with NFR last year is starting to pay o , and rapidly.NFR deals with the content and logistic dispatch, and TIEKinetix with the technical development o consumer- riendlymodules that acilitate the online ordering o culinary products,dishes, menus and the long tail supermarket products.

T e ala y a not been t an e e o t e e a e many co t at t eame t me, b t t at one jac et, o t at new p one eally cool .Po tpay ve y m c app ec ate by many c tome . howeve , tb ng along q te ome o nte net op . T ey ave to el vet e me c an ze an j t ope t at t e payment w ll ollow.Web op owne ont want to eal w t ept collect on co tan all t at a le. W t Pay by b ll, a n q e collabo at on betweenTiE k net x an Got a, web op owne can enjoy t e a vantage opo tpay w t o t t e . Got a ta e ove t e nvo ce an pay t eweb op owne w t n 24 o a te el ve y o t e me c an ze.No wo e abo t npa b ll an appy c tome !

At the end of September Sanoma Media success-fully launched the Home Deco Channel Guideat the Woonbeurs, a large event with morethan 80,000 visitors. Already 3 brands are livewithin our system and Sanoma Media lled thepipeline with 20 new brands during the event.

T e home deco C annel G e a new e v ce omsanoma Me a t at p ov e b an w t n t e homedeco at on ma et w t t e ab l ty to p e ent ancont ol t e c p o ct an ma et ng n o mat onon eale web te an on sanoma onl ne p ope t el e vtwonen.nl an e- .nl. T g tal ol t on powe e by t e TiE k net x Content syn cat onPlat o m. sanoma Me a an TiE k net x ente e apa tne p n w c sanoma Me a e pon bleo t e Ma et ng an sale an TiE e pon bleo t e Tec nology.


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Documents

TIE Kinetix Magazine #4