e-commerce managed services sell more. worry less

E - C O M M E R C E M A N A G E D S E R V I C E S

• Powerful IBM technology• Flexible and scalable solution• Wide range of marketing tools• No investments, no licence fees,

no additional staff• High safety standards

Sell More. Worry Less.

Poslovanje v oblaku

Creatim expertise

IBM WebSphere Commerce

Sell More. Worry Less.

In Creatim we have set up a whole service ecosystem to support your marketing, transactions, fulfilment and customer service activities.

The three pillars of the Creatim e-commerce solutionCreatim's e-commerce service model is based on

• A managed services model used as a cost-effective and elastic alternative to on-premise solutions,

• IBM WebSphere Commerce enterprise edition, the most advanced e-commerce platform currently available in the market,

• Creatim expertise on designing bespoke e-commerce solutions.

Creatim provides an end-to-end outsourcing e-com-merce solution, designed to remove risk and improve the performance of your online operations. We can support you with a wide range of marketing, customer support and IT professional services. By leaving the technology issues to our experts you can totally focus on your business. Are you ready to speed up sales?

Poslovanje v oblaku

Creatim E-Commerce

ManagedServices

Makreting

Transactions

Fulfillment

Customer service

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Turnkey solutionCreatim builds fully integrated, bespoke e-commerce solutions to help you market your business, meet your customer’s expectations and manage your own behind-the-scenes logistic systems. First we start with a per-sonalised storefront which guides the shopper through the buying process and utilises various analytic and merchandising tools to maximize ROI. Next we will inte-grate existing systems as well as third-party payment services for secure check-out and multiple delivery options. And fi nally, we will empower you to manage all the touch points with your customers to deliver exactly what you promised.


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RedPrairie Escalate RetailNetSuite

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As of November 2011

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E-commerce as a managed serviceWhy IBM WebSphere CommerceCreatim specialises in IBM WebSphere Commerce, a platform built to satisfy the most demanding clients. Transacting billions of dollars of internet business a year its main value lies in predefined analytic and mer-chandising tools, tested for efficiency in the real econ-omy. Robust architecture, flexibility and high safety standards make it – according to Forrester and Gartner

– the most advanced e-commerce technology currently available on the market.

In the contrast to open source systems WebSphere commerce development is organized and standardized by IBM. This results in predictable upgrades and sus-tainable functionalities.

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“Our business model relies on a long-term customer satisfaction therefore we have to provide ROI.”

Creatim managed servicesCapitalise on the subscription economy. No invest-ments, No licence fees, No additional staff. Our man-aged service model will help cap your costs and mini-mise the risk to your business. Hire as much capacity as you need and scale your shop as your business grows. Take advantage of

• Upgrades, availability and safety provided by the vendor,

• More up-time and reduced risk due to a stable infrastructure,

• Enhancing your business efficiency by freeing up your own experts.

Our servers, located in a secure data centre, are con-stantly supervised by IBM. With a direct link to the internet backbone, they provide an enterprise level environment for high-traffic services.

Mitja SpendeSales Director

Various systems, one experience

Gorazd MurnikUser Experience Manager

“Online shopping experience is more than just user interface design. Retailers have to redefine a number of processes which usually requires deep cuts in the internal organisation.”

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Support

S

ales

CatalogueManagement

Inventory

Analytics

Segmentation

Product Information

Management

User interface

CustomerService

Delivery

Makreting and Promotion

User Management

Call Center

Payments

P

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Design Quality Control

Integration Implementatio

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The Conceptbrief

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System integrationsIn order to deliver high performance and the seamless shopping experience your customers expect from you we can orchestrate various back-end systems, third party solutions and online-features such as:

• Enterprise Resource Planning and Customer Relationship Management systems,

• Loyalty systems,

• Single Sign On (SSO) Systems

• Content and product information management solutions,

• Advanced order management,

• Payments and checkout.

There are a myriad of processes required to make an online-store work well. Creatim has a long history of in-tegrating various third party systems such as SAP, Ora-cle, diff erent payment providers and delivery services.

Multichannel environmentOne of IBM WebSphere commerce’s biggest advantag-es against its open-source counterparts is its ability to seamlessly connect various digital and physical touch-points into a unifi ed user experience. By integrating all of the processes and systems that need to be aligned retailers are able to off er an excellent service even when a customer shops on the web but pays using a mobile device or browses a print catalogue and orders over the phone.

Workfl ow managementOnce we build the site all these processes can be man-aged by your staff . Utilizing advanced features of IBM Content Manager your people have end-to-end control over the creation, management, and publishing of content, promotion and order management — no addi-tional IT support is needed.

Intuitively designed Management Centre user in-terface enables simple processing of store man-agement, merchandising and marketing tasks.

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From concept to implementation

Solution outlineThe ultimate drive for your e-commerce aspirations lie within your business strategy. In order to develop a clear vision you must ask yourself:

• What do you expect from your e-shop and how much you are prepared to invest in it?

• What organisational, logistic and technical changes are required within your company to establish and grow your e-shop?

• Which processes can be managed successfully in-house and which ones can be outsourced to qualifi ed partners?

Once we have your concept brief we can help you eval-uate various options and recommend the best solution regarding the scope, budget and your key objectives.

Project planTo ensure the project implementation will be done ac-cording to the time frame and budget agreed upon we will fi rst focus on key system functionalities including:

• User experience design,

• Database design and integration concept,

• System management concept,

• Infrastructure and safety policy.

Every sphere of activity requires a detailed plan de-scribing key entry data, exit conditions, duration and necessary steps to meet the target outcomes.

By connecting relations and interactions among key system functionalities into a stable architecture the project is ready to move into the implementation phase.

Product Information Management• Master data (SKU, name, classifi cation)• Commercial data (pricing, inventory)• Rich data (extended descriptions,characteristics, images)

Your internal processes drive the e-store

Catalogue management• Regular catalogue updates• Marketing and Promotion tools

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Implementation and testingWorking together we will allocate the tasks that will move your concept from paper to operational imple-mentation. These activities are:

• HTML design,

• Custom functionality development,

• Setting up the WebSphere servers,

• Back-end systems integration,

• Third party Integration,

• Setting up the infrastructure,

• Quality assurance testing and “Go-live”,

• Training.

We utilise predefi ned process templates avoiding custom functionality development costs and time-con-suming troubleshooting. We recommend using custom features only if they are absolutely necessary for lever-aging your competitive advantage.

Maintenance and supportCreatim partners with IBM to deliver the level of techni-cal support and security you expect including

• More than 99% up time,

• Regular maintenance,

• New software upgrades,

• 24/7 customer support upon request,

• Additional hardware capacities upon request.

On top of technical support we can help you if you suf-fer from time and resource challenges in your day-to-day marketing activities.

On the basis of a marketing support agreement with you we can provide consulting, creative services (ban-ner and landing page design), marketing campaign execution and data analysis, to name a few.

Customer Care• Call centre• Returns management• Account management

Target Marketing• Personalized catalogue• Personalized promotions• Analytic and segmentation

Order Management• Payment processing• Delivery management• Documents

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Exactly what I want

Target MarketingKnow your customers. Track them as they browse, click and scroll. This is the only way to off er them relevant products, at the right price.

Creatim can complement this process by implementing various tools to help you:

• Create and execute target search engine and social media campaigns,

• Manage lists and targeted e-mail promotions for various customer segments,

• Execute targeted marketing initiatives based on various customer actions,

• Check the eff ectiveness of site content or marketing campaigns through A/B testing.

Knowing your customers’ individual preferences will help you retain their loyalty. If they are happy with your off er they may buy from you again. Repeat custom is the back-bone of the most successful e-commerce businesses.

Using web analytic it is not diffi cult to second guess your customer’s wishes. Maximise their value by off er-ing them discounts, attract them via social networks and reward their interest and loyalty. Measure their response, refi ne target messages and surprise them with bespoke off erings.

Andrej PercDirector and senior consultant

“Online customers don’t judge you against your next-street competitor. Their standard are the best Online-Shops in the world. They expect seamless and safe shopping experience.”

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Regarding the customer‘s• Segment

• Basket content

• Purchasing history

• Browsing history

• Current location

• Date and part of the day

• Social network activities

• Personal preferences

You can execute• Special (targeted) sales messages

• Promotional offers,

• Discounts on specific products or categories (buy one, get one free, delivery ...),

• Product or category awareness and promotion,

• Targeted e-mail messages.

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Cloud in Action

The ChallengeM-Tehnika is a successful offline retailer of construction materials, technical and furniture goods. Recently the company decided to extend its operations online. Crea-tim won the tender for the M-Tehnika eCommerce site due to the key deliverables of long term cost efficiency and flexibility of the Creatim eCommerce solution.

The SolutionCreatim proposed a comprehensive site layout and sketched out all the necessary processes. The intui-tively designed user interface strongly reflects the brand that many visitors are already familiar with. User-friendly navigation conducts visitors on a step by step guide through the purchasing process from store over-view to the carefully honed payment module.

The site is fully integrated with M-Tehnika’s multiple backbone systems and payment transaction provid-ers. Built in analytics can track visitors, their clicks and preferences. This valuable extract data then feeds automatic campaign creation systems which can tar-get specific groups or even individual visitors. Really clever technology. Hence M-Tehnika’s editors and sales support specialists can instantly engage customers with made-to-measure offers, landing pages that are specially adjusted to particular search results and also combined with attractive purchasing terms.

M-Tehnika Case Study

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Creatim Services• Consulting

• Site architecture

• User interface design

• Customer experience design

• Tailor made delivery management solution

• Integration with several backbone systems

• Single Sign On integration

• Loyalty program integration

• Several payment systems integration

• Marketing consulting and support

• Technical support

• Hosting services and IT management

Various business models, one platform After completing the M-Tehnika e-store Creatim built the M-Tehnika B2B store, Mercator grocery store and B2E distribution panel which optimises the communi-cation between the client’s central warehouse and its physical stores.

Built on a single platform, we were able to re-use sever-al features and integration principles. M-Tehnika online managers can leverage the familiar user interface to manage similar processes in various M-Tehnika stores.

Consumers can access Mercator e-stores, the Mercator travel agency and several other services through the convenient Single-Sign-on application.

Nine months after the launch the M-Tehnika e-store has exceeded sales volumes planned for the whole first year of operation.

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Once a feature, now crucial for success

Creatim e-commerce solutions allow you to centrally manage complex direct and indirect business models and contractual agreements. Integration with the com-pany’s back-end systems enable you to gather all the relevant sales information into one place. You decide which content can be accessed and amended by your partners and what data is strictly for internal use only.

Your client can browse your catalogue and submit re-quests for quotes and orders. The system assists them with the process by recommending different options that the client can choose from. This means you can respond with accurate, personalised sales quotes and proposals and negotiate remaining terms and condi-

tions necessary to make a sale. The process can be man-aged via a flexible business relationship system, which accelerates the selling cycle by:

• Tailoring the process to individual partners,

• Utilizing systems for RFQ, approval and contract management,

• Customizing business accounts (customer entitlement),

• Simplifying renewals in periodic orders,

• Utilizing sales promotions similar as in B2C store,

• Managing approvals and sales status in real time.

B2B e-commerce

“As consumers, business clients are familiar with e-commerce and they expect the same level of service when doing business.”

DistributorsCreatim can integrate your catalogue with suppliers and resellers’ existing systems thus turning your business into a valuable integration hub with many benefits:

• With assisted selling and configuration you can speed up the selling cycle of complex solutions,

• Improved response times and lower interaction cost through 100% quote accuracy,

• Real-time collaboration between resellers and suppliers increase sales staff productivity.

ManufacturersCreatim e-commerce solution is not limited to simple out of a box products. Its flexible assisted selling sys-tem stimulates the cooperation between the trading partners which finally leads to a sale. The self-service

nature of the system allows buyer to configure prod-ucts, pass requests for unique variations of goods and services and monitor the order status.

Your sales team freed up from manual bureaucracy can now focus on services where face to face dialogue and human creativity are indispensable.

Lojze BertonceljHead of e-commerce

ecommerce.creatim.com

[email protected]

Creatim Rzisnik Perc d.o.o.

Poslovna cona A 2

4208 Sencur, Slovenia

+386 4 279 1800

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About CreatimCreatim Rzisnik Perc is a digital agency specialising in technology based marketing services for time and re-source- challenged companies.

Marketing and creative services add value to our IT expertise and vice versa. We believe it’s easier to work with a partner who is not limited simply to IT logic but also understands business triggers, knows how to at-tract customers and earn their trust.

Creatim has 12 years of experience on e-commerce solutions. We have carried out more than 800 projects encompassing dynamic web solutions, online market-ing, design, database publishing and advertising.

The company is an offi cial IBM partner and member of ComVort, the world’s largest network of independent marketing agencies.