Full Smarter Commerce Global Summit Agenda
- 1. March 2011 SmarterCommerce Redefining the value chain in the age of the customer
- 2. We have enteredthe age of the empowered customer This is changing the entire way products are sourced, manufactured and distributed— and making business more complex than ever. Customer expectations of service, price and delivery is soaring. Customers now have unlimited access to information and can instantly share it with the world Social networking and mobile commerce have dramatically changed the dynamic between buyer and seller. 95 million Number of tweets sent via Twitter each day 75% Percentage of people who believe companies don’t tell the truth in advertisements $93 billion Amount in sales missed due to out of stock inventory
- 3. These disruptiveforces ripple from the customer through the enterprise and across entire industries Source: IBV Analysis Individuals The connected consumer The networked workforce The empowered citizen Industries Value migration Value chain redefinition Fragmentation Enterprises Evolved business models Optimized digital operations Connected enterprise “ " The consumer is using new channels to perceive value, and associated pricing implications.“ Consumer Products CEO, United States "Profits will shift away from analog distribution to digital distribution; we will see increased margins in digital distribution and increased international distribution.“ Media and Entertainment CEO, United States “ Disintermediation of clients by smaller niche players (such as mobile players) is cause for concern.“ Financial Markets CEO, Canada
- 4. Power has shiftedto the customer - compressing margins and changing paradigms In this new era, businesses need to: Service customers flawlessly, predict and drive customer loyalty Market, sell and fulfill the right product and service at the right price, time and place Understand and anticipate customer behavior and needs based on customer insights across all channels Adapt sourcing and procurement based on customer demand and o ptimize supplier interactions across extended value chains
- 5. Successful companies arestaying competitive by transforming their approach to commerce 95% Amount an international transportation company reduced partner integration time. 41% Amount a retail pet company increased sales per web visitor. Also increased open and click-through rates to five times the industry average. 70% Amount a leading provider of teaching, learning and research solutions grew direct- to-consumer commerce revenues year over year. 376% Amount a US-based national communications service provider boosted ROI by reducing customer churn.
- 6. At IBM wecall the path forward: Smarter Commerce It drives growth by enhancing, extending, and redefining the value you provide Smarter Commerce is a strategic approach that places the customer at the center of your business operations It increases margins by boosting efficiency at every stage of the commerce cycle It synchronizes your entire value chain to deliver consistent and predictable outcomes It maximizes the insight generated through customer interactions It capitalizes on social and mobile commerce It improves collaboration and visibility for your customers & partners Customer
- 7. Smarter Commerce focuseson three dimensions centered around the customer You need an approach that allows you to more effectively connect, collaborate, conduct commerce and create a differentiated customer experience In today’s world of instant business, you need deep insights, in real-time that you can turn into immediate action Customer Insight In turn, you must re-think how your customers define value, and the changes you must make to your value chain so you can deliver exactly what your customers want - profitably Customer Value Strategy Customer & Partner Engagement Customer … increasing the value companies generate for their customers and partners in a rapidly changing digital world
- 8. Smarter Commerce canhelp transform every phase of the commerce cycle Buy Drives intelligent, adaptive and optimized extended supply chains based on customer demand Market Creates personalized and relevant offers with unified cross-channel marketing Service Anticipates behavior and delivers flawless customer service across all channels Sell Enables customers and partners to buy what they want, when and where Sourcing, controlling and procurement of goods and services Targeted and personalized marketing across all customer interactions Selling and fulfillment of products and services across all channels Servicing customer needs across all interaction channels Market Buy Service Sell Customer Insight Strategy Engagement
- 9. IBM’s integratedportfolio for Smarter Commerce Buy Market Sell Service Core Business Processes CORE BUSINESS SOLUTIONS VALUE CHAIN STRATEGY AND SERVICES Market and customer mgmt Aligning sales, marketing and operations to engage with customers Innovation and business value Innovating and aligning business models to drive value to the customer Trading Partner Mgmt Supplier Management Supply Chain Visibility Logistics Management Inventory Optimization Predictive Analytics/Modeling Behavioral Segmentation Cross-channel Campaign Mgmt Search Optimization, Ad Targeting Marketing Resource Mgmt B2B & B2C Cross-channel commerce Distributed Order Orchestration Fulfillment and Supply Chain Optimization Mobile Commerce Retail Store Delivery & Service Scheduling Customer Self Service Enablement Reverse Logistics Case Management Operating and Organization Models Designing operations, supply chain and the organization model to deliver customer value Workload Optimized Systems Systems, Storage and Software focused on agility, integration and automation to drive relevant business outcomes Advanced Analytics Store analytics | Purchase analytics | Consumer loyalty | Predictive and prescriptive | Social analytics | Web analytics | Master data mgt
- 10. What does SmarterCommerce mean to these clients? Staples For Staples, a $24B retailer, Smarter Commerce means transforming the customer experience across all interaction channels by delivering a personalized buying experience for over 10,000 B2C and B2B customers in 27 countries ING Bank For ING Bank, serving over 85M customers, Smarter Commerce means transforming their marketing so personalized product offers can be delivered across multiple channels in real time resulting in €20M increase in corporate earnings, 35% reduction in marketing costs, and shorter cycle times Crocs For Crocs, a $700M manufacturer, Smarter Commerce means transforming their fulfillment operations and supply chain so internet customer orders are filled with 100% accuracy through their network of suppliers at the lowest cost
- 11. Integrated Comprehensive Whatis unique about IBM’s Smarter Commerce? Optimizes the complete commerce lifecycle Leading software, services and infrastructure Integrated analytics Integrated focused industry solutions Outcome Driven Flexible and Open Measureable business outcomes Outcomes tailored to business domains Flexible deployment Modular offerings and flexible consumption Suppliers Influencers Partners Customers IBM Smarter Commerce
- 12. IBM is theright partner for Smarter Commerce Leading industry capabilities and offerings Analytics, B2B Integration, Decision Optimization, Enterprise Marketing Management, Order Management, Selling and Fulfillment Modular approach to address key challenges today and grow with confidence Leader in research and development $2.5 billion invested since 2010 to create a truly smarter approach to commerce New services practice with more than a thousand dedicated experts Expertise in over 20 industries to help create a solution customized for your specific needs Leader in Smarter Computing - Over 50,000 hardware and software developers optimizing systems to manage needs driven by commerce applications
- 13. Together we willdeliver Smarter Commerce We collaborate with you to enhance, extend, and re-define your approach to deliver value through Acting on Customer Insight Evolving your Customer Value Strategy Optimizing Customer & Partner Engagement We help you address most pressing concerns now and prepare for future growth We can help you leverage and extend your existing technology and investments …increasing the value you generate for your customers, partners and shareholders in a rapidly changing digital world. Over 2,000 of the world’s top brands rely on IBM to improve their business insight and execution
- 14. Next steps Joinus at a Smarter Commerce Webcast or Executive Event Smarter Commerce Events Learn how other IBM clients are benefiting from Smarter Commerce Smarter Commerce Customer Successes Conduct a Smarter Commerce Value Assessment © 2011 IBM Corporation
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- 16. What does SmarterCommerce mean to … Seamlessly orchestrated global supply chain, improving partner on-boarding from two days to ten minutes Cross-channel order and inventory awareness improved efficiency and fill rate on web orders to nearly 100 percent Reducing customer churn delivered a 376 percent ROI with a five month payback Transformed the customer experience across all channels for over 10,000 B2C and B2B customers in 27 countries CSX Transportation Crocs XO Communications Staples
- 17. Manages growth andproductivity by supporting high data volumes, ensuring security, and offering higher levels of service Transforming the way the Mexican Financial Community operates, taking the trading activity in the country to a new level Enables fast action to address non-returned calls as well as a decrease in errors with a return call rate four times greater Ability to adhere to market guidelines while allowing for new rules to be considered and conserving its hydroelectric power What does Smarter Commerce mean to … HSBC Brazil S. D. Indeval CTBC XM Mercados
- 18. Speedo ING BankIrish Dairy Board wehkamp.nl What does Smarter Commerce mean to … Using knowledge from how customers search online to transform the way budgets are handled resulting in improved return on investments Coordinated marketing outreach to consumers increased corporate earnings by €20 million Using the most efficient and cost effective method to connect to trading partners, providing end-to-end visibility throughout the supply chain Ability to understand consumer needs, and then build an automated targeting and personalization program around that insight
- 19. DBS Bank OricaChina Mobile Office Brands What does Smarter Commerce mean to … L ower operating costs, increased efficiency, and reduced corporate risk by ensuring a high level of data integrity and confidentiality A bility to have their partners update information with rates and additional charges, giving them greater detail and visibility in the supply chain Able to deliver more targeted and personalized services based on understanding customer preferences Successful integration with their back office systems of 50 stores demonstrates the seamless integration between their website and other business systems
- 20. Ajinomoto Japan AirlinesCyberAgent SBI Sumishin Net Bank What does Smarter Commerce mean to … Ability to manage orders across disparate systems which are both electronically and manually entered by customer service representatives Enables them to visualize the end-to-end maintenance business flow, from ordering maintenance work through completion Recommended blogs receive 6-times as many clicks as those shown in the past, with approximately 75% of those receiving positive ratings Approximately 600 billion yen in funds deposited and 400,000 new accounts opened after only 18 months since the start of operations
- 21. HZMO OBB-Dienstleistungs GmbHKEB The Sportsmaster Group What does Smarter Commerce mean to … Ability to meet required government standards for pension payments, helping them prepare for the future Visibility into real-time information about train and goods movements from across a network of business partners Provided the opportunity to extract and report data, enabling plans for customer relationship and business intelligence solutions Confidence in the business information due to the reliability of the system
- 22. Coca Cola Bottlingof Egypt The United Bank Hyundai Egypt Streamlined application security testing and automated manual tasks, resulting in improved staff productivity and application quality What does Smarter Commerce mean to … Helped garner greater confidence and trust of customers in its banking services Increased personnel efficiency due to employees no longer having to repeat work that was lost as a result of hardware instability problems ITWorx Ability to manage growth due to improved performance, availability and scalability
- 23. Recognized leadership inenterprise market management Unica : Leader The Forrester Wave™: Enterprise Marketing Platforms Q108 Coremetrics : Leader The Forrester Wave™: Web Analytics, Q309 Q309 Unica : The Leader The Forrester Wave™: Cross-Channel Campaign Mgmt, Q409 QQ409 Unica : The Leader Gartner Magic Quadrant: Multi-Channel Campaign Mgmt, Q209 QQ210 Unica : Leader Gartner Magic Quadrant: Marketing Resource Mgmt, Q109 QQ109 Gartner Unica : Visionary Gartner Magic Quadrant: Enterprise Marketing Management Q410
- 24. Recognized leadership forE-Commerce, B2B Integration, MFT, Order Management IBM Leader The Forrester Wave™: B2C eCommerce Platforms , Q4 2010 Sterling Commerce: Leader Forrester Wave ™: Order Management Hubs , Q32010 Sterling Commerce: Leader Forrester Wave™: B2B Service Providers , Q4 09 Gartner IBM: Leader Gartner Magic Quadrant: E-Commerce , Q22010 Sterling Commerce: Leader Gartner Magic Quadrant: Managed File Transfer , Q309 Sterling Commerce: Leader Gartner Magic Quadrant: Integration Service Providers , Q409
- 25. Manage Marketing acrossMultiple Interaction Channels Cross-channel marketing strategy is defined and planned using Unica Coremetrics is used to track consumer actions, and make relevant recommendations The e-commerce web site and order capture is provided by WebSphere Commerce Customer experience with responsive interaction is guaranteed by workload optimized systems Solution Scenario Planning, coordinating & executing marketing campaigns to stimulate commerce demand Generate demand with Unica eMessage (email creation, delivery, tracking Marketing messages and campaigns are defined and planned using Unica Campaign Deliver custom landing pages with targeted messages and promotions via WebSphere Commerce Precision Marketing Optimize display and search results with Coremetrics AdTarget and Coremetrics Search Insights from social media, third party websites, purchase history ,etc Capture responses and refine Web Mobile Retail Store Systems Store
- 26. Offer regional productpromotions and optimize inventory location ILOG is used to optimize the logistics network Network details are deployed into the Sterling Transportation Management System Sterling Supply Chain Visibility monitors flow of inventory vs. annual norms WebSphere Commerce leverages this intelligence to issue custom regional promotions OR Regional promotion to sell Denver inventory faster is delivered via WebSphere Commerce Precision Marketing Warm winter in Denver results in excess snow blower inventory… … meanwhile, a cold spell in Boston is causing back orders due to lack of inventory Supply Chain Visibility Sterling Trigger an inventory movement of snow blowers from Denver to Boston lLOG Logistics Network Optimization Solution Scenario Leveraging supply chain intelligence to shift inventory & execute regional promotions Capture results for future supply and inventory
- 27. Provide a consistentview of a consumer’s order across multiple interaction channels Coremetrics is used to track consumer actions, and make relevant recommendations The e-commerce web site and order capture is provided by WebSphere Commerce Sterling Order Management maintains a consistent view of the consumer’s order The POS from Retail Store Systems integrates with the entire system Consumer is shown a web ad for a new TV. Ad content selected by Coremetrics. Consumer completes the purchase using WebSphere Commerce Phones the call center or engages online to change the order from delivery to pickup. Process powered by Sterling Order Management Visits the store to pickup the TV, views the order via the IBM RSS POS Unica prompts the POS to recommend an offer on new speakers and local installation services … sold! Decides to extend the order, from a mobile device Solution Scenario A unified, cross-channel shopping experience Capture responses and refine
- 28. Seamless Customer Experienceacross multiple Interaction Channels Web (WebSphere Commerce & Portal) Mobile (WebSphere Commerce Mobile Store) In Store POS & Kiosks (Retail Store Solutions) Call center (Sterling Order Management – Call Center) Social Media Solution Scenario Delivering Unparallel Customer Experience via Human, Digital, Mobile & Social Interactions WebSphere Commerce & WebSphere Portal Retail Store Systems WebSphere Commerce Mobile Store Social Networks Sterling Order Management – Call Center Customer “ Call Center” “ Social Networks” “ Web” “ Mobile” “ Store POS & Kiosks”
- 29. Buy SupplyChain Analytics; Procurement / Buying / Merchandising Analytics ; Market Basket Analytics IBM ® Sterling Order Management reduced order fulfillment costs by efficiently orchestrating order and service fulfillment Flexibility for future growth required to meet changing customer demands Analytics Strategy & Enablers Workload Optimized Systems Core Business Solutions Core Business Processes Trading Partner Management Supplier Management Supply Chain Management Supply Chain Visibility & Optimization Logistics Design & Management Inventory Management Procurement Transformation Supply Chain & Procurement Business Process Outsourcing Products Sterling Commerce (Warehouse Management, Transportation Management, Supply Chain Visibility, Collaboration Network/B2B Services, e-invoicing) ILOG Supply Chain (Logistics Optimization, Inventory Optimization) IBM Smart Analytics System Transaction optimized system for high-volume transaction workloads Smarter Results For CSX Transportation, a $10B leading transportation supplier, Smarter Commerce means a seamlessly orchestrated global supply chain, improving partner on-boarding from two days to ten minutes. Sourcing and procuring goods and materials required to deliver products and services to meet customer demand Supply Chain Strategy Operating Model Design Business Model Innovation Key Value Enablers - Process Excellence, Organization & People Strategy, Technology Strategy and Change Management
- 30. Market IBM ® Sterling Order Management reduced order fulfillment costs by efficiently orchestrating order and service fulfillment Flexibility for future growth required to meet changing customer demands Analytics Strategy & Enablers Workload Optimized Systems Smarter Results Core Business Solutions IBM Smart Analytics System: Transaction optimized system for campaign management and other high-volume transaction workloads Developing, delivering, and measuring relevant and consistent messages across multiple channels to drive demand For ING Bank, serving over 85M customers, Smarter Commerce means transforming their marketing so personalized product offers can be delivered across multiple channels in real time resulting in €20M increase in corporate earnings, 35% reduction in marketing costs, and shorter cycle times Core Business Processes Contact Center Optimization Channel Transformation Predictive Analytics/Modeling Behavioral Segmentation Cross-channel Campaign Management Search Optimization, Ad Targeting Marketing Resource Management Marketing and Campaign Management Business Process Outsourcing Products Coremetrics (Digital Analytics, Search Optimization, Ad Targeting, Behavioral Segmentation) Unica (Cross-channel Campaign Mgmt and execution, Event Detection, Real-time Recommendations, Marketing Resource Mgmt) WebSphere Commerce (Precision Marketing) Retail Store Solutions (POS Hardware & Software for Retail Stores) Customer, Marketing and Sales Analytics; Web Analytics ; Social Media Analytics; Purchase Analytics Customer, marketing, social media, and digital brand & presence strategy Business Model Innovation Key Value Enablers - Process Excellence, Organization & People Strategy, Technology Strategy and Change Management
- 31. Sell Marketing Analytics;Web Analytics ; Customer Analytics; Social Analytics; Purchase Analytics IBM ® Sterling Order Management reduced order fulfillment costs by efficiently orchestrating order and service fulfillment Flexibility for future growth required to meet changing customer demands Analytics Strategy & Enablers Workload Optimized Systems Smarter Results Core Business Solutions Transaction optimized system for website operation and other high-volume transaction workloads IBM Smart Analytics System Selling and fulfillment of products and services across multiple channels to drive profitable revenue growth For Staples, a $24B retailer, Smarter Commerce means transforming the customer experience across all interaction channels by delivering a personalized buying experience for over 10,000 B2C and B2B customers in 27 countries Core Business Processes Channel Transformation B2B / B2C Cross-channel commerce Fulfillment, Logistics, and Supply Chain Optimization Supply Chain Management Mobile Commerce Retail Store Multi-channel & Contact Center Outsourcing Products WebSphere Commerce (Order Capture, B2C/B2B e-commerce) Sterling Commerce (Order Management, Configure, Pricing, Quote, Warehouse Management, Transportation Management) ILOG Supply Chain (Network Optimization, Transportation Optimization) Retail Store Solutions (POS Hardware & Software for Retail Stores) NEW! Sales and CRM strategy Business Model Innovation Key Value Enablers - Process Excellence, Organization & People Strategy, Technology Strategy and Change Management
- 32. Service IBM ® Sterling Order Management reduced order fulfillment costs by efficiently orchestrating order and service fulfillment Flexibility for future growth required to meet changing customer demands Analytics Strategy & Enablers Workload Optimized Systems Smarter Results Core Business Solutions Transaction optimized system high-volume transaction workloads IBM Smart Analytics System For XO Communications, a leading provider of communications and networking solutions to businesses, Smarter Commerce means reducing customer churn and delivering a 376 percent ROI with a five month payback Core Business Processes Delivery & Service Scheduling Returns Management After-sales support Customer Self Service Enablement Reverse Logistics Case Management Contact Center optimization Channel Transformation Customer Contact Center Outsourcing Technical and Product Support Outsourcing Products Sterling Commerce (Delivery & service Scheduling, Reverse Logistics) IBM Case Manager (Case Design, Run-time, Analytics, Collaboration, Rules & Events) Unica (Service Notification & Communications) Retail Store Solutions (POS Hardware & Software for Retail Stores) Customer, Marketing and Sales Analytics; Purchase Analytics Servicing customer needs across all channels to drive repeat sales and increase lifetime value of customers CRM Strategy Contact Center Optimization Channel Transformation Key Value Enablers - Process Excellence, Organization & People Strategy, Technology Strategy and Change Management
Editor's Notes
- #2 We are here today to talk about Smarter Commerce Smarter Commerce is a unique approach that increases the value companies generate for their customers, partners and shareholders in a rapidly changing digital world. It is designed to help companies better integrate and more effectively manage their value chain, including buy, market, sell, and service processes to put the customer at the center of decisions and actions leading to greater customer loyalty, revenue / margin growth and agility. Smarter Commerce is about redefining the value chain in the age of the empowered customer We would like to take you our perspective of the market, how it changing and how you can capitalize on these changes.
- #3 There is a new breed of customer, dictating a new set of terms in the dynamic between buyers and sellers. An empowered customer generating an explosion of mobile and social interaction. 5B mobile phone connections globally 600M+ user of Facebook 45% of consumers ask friends for advise before purchasing 64% of consumers make a first purchase because of a digital experience These customers are empowered by technology and transparency. They expect to engage with companies when and how they want, through physical, digital and mobile means. They want a consistent experience between all channels. They compare notes and instantly share. And they can champion a brand or sully a reputation with the click of a mouse. Customer expectation is soaring –- at the same time that global supply chains have become increasingly interconnected and complex.
- #4 These disruptive forces are rippling from the customers through to enterprise and across entire industries. Individuals Its not just about the connected consumer driving the “consumerization” of business The networked workforce engages in new ways to collaborate both inside and outside the enterprise The empowered citizen is increasingly digitally engaged and networked Enterprises Business models must evolve to monetize and capture value across channels, products, services, customers Optimized digital operations transform how products and services are created, marketed, sold, delivered and serviced Connected enterprise changes organization and people Industries Value migration as value shifts along the value chain, often moving closer to the end consumer Value chain redefinition – The roles and relationships of industry players across the value chain are changing Fragmentation as new industry entrants change the broader ecosystems, capturing significant value
- #5 Power has shifted to the consumer, compressing margins and changing paradigms, compressing margins, calling for a new approach to commerce Businesses need to: Understand and anticipate customer behavior by listening to their customers and turning insight into action. Its not just about predicting, but re-acting Adapt their supply chain based on customer demand and orchestrate seamlessly among their trading partners and suppliers. Market, sell and fulfill the right product and service, at the right price, right time and place Service their customers flawlessly and learn from their behavior to predict and take action.
- #6 Successful companies are staying competitive by transforming their approach to commerce Here are some examples of companies realizing the benefits of Smarter Commerce: CSX CSX Corporation, based in Jacksonville, Fla., is a transportation company providing rail, intermodal and rail-to-truck transload services. Our transportation network connects customers to ports, production and distribution centers and markets across the eastern United States. Links approximately a 21,000 mile rail network and serves more than 70 ocean, river and lake ports Petco – a retail pet supply company drove email campaigns and intelligent web offers to increase sales per web visitor by 41% and open and click through rates were 5 times the industry average with intelligent marketing solutions. Cengage Learning Cengage Learning is a leading provider of innovative teaching, learning and research solutions for the academic, professional and library markets worldwide. The company's products and services are designed to foster academic excellence and professional development, increase student engagement and improve learning outcomes. Cengage Learning's brands include Heinle, Gale, Wadsworth, Delmar, Brooks/Cole and South-Western, among others. XO Communications is a US-based national communications service provider of VoIP, voice, network, carrier, wholesale, and hosted services to businesses, government, domestic and international telecommunications carriers, cable companies, content providers, and mobile wireless companies. The need: XO communications needed a better way to manage customer churn among its thousands of midsized business customers. It could handle its larger customers with individual client services managers, but needed a more cost-effective way to target midsized customers that needed attention. The solution: XO Communications used IBM Business Analytics to analyze its customer data and identify customers that had characteristics suggesting a likelihood to churn. It used that information to prioritize efforts of its client services team, and implemented new programs to incent at-risk customers to stay, reducing churn.
- #7 At IBM, we call the path forward Smarter Commerce It starts with putting the customer at the center of your operations – which is itself is not a new idea – however, truly operationalizing it in today’s world of mobile/ social, ‘instant business’ means clients must leverage and act on insights generated through mobile and social commerce. It helps them more effectively buy market sell and service – improving margins, creating new revenue streams – improving efficiency and providing improved outcomes through out their entire value chain
- #8 There are three areas organizations need to focus on - “get rights” – insight, strategy and engagement Companies need deep insight into customer behavior and needs – and the ability to anticipate and predict behavior to take immediate action This insight in turn helps them develop and continue to refine their customer value strategy – how to enhance, extend – and redefine value as viewed by the customer – and key here, do it profitably That brings us to the third point –leveraging that strategy to build customer and partner engagement throughout the value chain - to do that effectively today, they need an approach that allows them to connect, collaborate, conduct commerce to create a differentiated experience. If they do these right, they’ll increase value to customers, partners and shareholders.
- #9 Smarter Commerce can help transform every phase of the commerce cycle Buy: Smarter Commerce optimizes supplier and partner interactions based on changes in shopping/buying behavior across the supply chain and reconsiders partner roles and relationships to generate new and differentiating customer value. Market: Smarter Commerce uses customer insight - deep insights about customers – gleaned in large part from the global conversations taking place online– to deliver timely and personalized engagement across multiple touch points. Sell: Smarter Commerce enables customers and partners engagement so they can shop, exchange information, and collaborate across all touch points, spanning human, digital, social, and mobile modes of access that are optimized according to their preferences. Service: Smarter commerce enables flawless customer service across all customer interactions and anticipates their behavior and take action to keep them loyal.
- #10 The winners in tomorrow's commerce world will deliver a “Smarter Commerce” experience – one that is cross-channel by design, allowing customers to shop or buy seamlessly across channels and touch points. An experience that is informed by customer insights and is able to deliver product recommendations that are not only highly relevant, but also timely in nature. Smarter Commerce will benefit from highly efficient marketing capabilities that allow for a consistent message to be delivered across all mediums. And finally, Smarter Commerce will use intelligence gathered from an optimized supply chain to ensure that products and services will be fulfilled accurately and efficiently. IBM’s integrated portfolio for Smarter Commerce is comprehensive, covering Value Chain Strategy and Services (Consulting) – enabling solutions for core business processes, advanced analytics and workload optimized systems. Mapping back to the 3 things we mentioned that clients need to get right: Strategy – IBM can help clients analyze, refine, and redefine their value chain strategies Engagement - Improve and transform their customer & partner engagement through core business solutions across all of these elements leveraging a best of breed portfolio of software, services and systems – such as retail store systems Insight - And continually evolve their value chain leveraging analytics to turn insight into action And very importantly, enabled by our workload optimized systems – more demand, more devices, more data has led to dramatic increases in the need for storage and server capacity as well as computing power. It has never been more important to have highly efficient systems –optimized for these workloads – and we have a portfolio perfectly tailored to meet those needs. IBM has depth and range to address all of the processes here – and do so in an integrated way.
- #11 IBM was able to provide Staples with an e-commerce and order management solution that 1) handles both B2C and B2B needs on a single platform, 2) supports more than 10,000 B2B buying organizations, 3) drives over $1B annually in B2B sales, and 4) almost $10B in annual B2C sales, making Staples the #2 online seller (behind Amazon.com) in the Internet Retailer Top 500 list. Key elements in the solution include WebSphere Commerce, used for Order Capture, and Sterling Commerce, used for Order Management. In the near future, IBM will bring even more business value to customers like Staples by better integrating these two products, delivering seamless cross-channel commerce and the ability to bring supply chain information well forward into the online marketing and selling processes, so promotions can be adjusted based on inventory health or even current inventory location, for finely-grained regional marketing. ING Bank Dutch bank ING’s marketing campaigns were losing effectiveness because many of them weren’t relevant to the bank’s customers. The bank’s organizational structure, processes, applications, and heavy reliance on direct mail were not meeting the needs of a multichannel bank with a strong Internet focus. With IBM Smarter Commerce – Marketing Solutions ING was able to cut marketing costs through optimization of marketing functions, coordinate marketing outreach to consumers and they were able to create a unified cross-channel solution controls marketing via direct mail, email, web, call center and branches, resulting in: € 20 million increase in corporate earnings attributed to increased marketing effectiveness Annual direct mail costs reduced by 35% Campaign cycle time reduced to maximum of 4 weeks Crocs - Cross-Channel Order and Inventory Awareness Improves Efficiency at Crocs – they were able to Create a single view of inventory that can be accessed across all regions and channels, resulting in: Fill rate on web orders at nearly 100% All inventory now planned and reserved by channel Improved end-user and wholesale customer
- #12 Chart Title: What is unique about IBM’s Smarter Commerce? IBM has the most comprehensive Commerce solutions (SW, HW & Services) that span the buy and sell-side of commerce, with the customer at the center of the value chain, while exploiting technologies such as social business, collaborative processes, and analytics to deliver solutions across a wide range of industries Outcome Driven : Drives measureable business outcomes to industry specific business function areas – whether it is the head of Supply Chain, marketing, sales or the CIO. Delivers powerful optimization capabilities around all aspects of the commerce lifecycle Flexible : IBM’s delivers Smarter Commerce on a best in class delivery platform that is scalable, interoperable and extensible to support various delivery business models including on-premises, cloud, hybrid and hosted delivery. Modular offerings and flexible consumption. Integrated : Integrated products and capabilities to deliver industry focused solution offerings and a strong set of integrated analytics to track customer behavior across all channels IBM’s investing in the most comprehensive Smarter Commerce portfolio on the planet.
- #13 IBM Is your partner for Smarter Commerce Our leading solutions will help you drive smarter commerce. IBM solutions for Smarter Commerce include: Analytics, Interactive Marketing, Decision Optimization to turn insight into immediate action, Multi-channel and cross channel selling and fulfillment as well as B2B exchanges for your customers, partners and suppliers. IBM delivers powerful, channel agnostic enterprise marketing capabilities to drive targeted and personalized campaigns focused on the customer at the center of the value chain. Provides a single view of the customer across all interaction channels optimizing shipping routes to reduce latencies in the supply chain IBM’s delivers a brand and shopping experience that extends beyond traditional channels to cover social networking and 3 rd party websites, with the ability to extract actionable insights about customer behavior across the extended channels IBM delivers a comprehensive selling and fulfillment suite of products that provides rich, channel agnostic configuration, pricing, quoting, order management and supply chain capabilities IBM delivers an expansive B2B trading partner network, Edge Gateway, and comprehensive Managed File Transfer which are a mandatory requirement for commerce across the extended value chain. All in a modular approach – you don’t need to do it all at once – get started, enhance, extend your capabilities We are the global leader in R&D Investments – over $6B in annually and over 3000 researchers WW, including in the areas of customer insight, financial management, social business and supply chain. And have invested over $2.5 B in bring key capabilities into our integrated portfolio to drive smarter commerce. We also have a new services practice over 1000 consultants to help drive your strategy – gain insights and deliver an optimized customer and partner experience to enable you to be more competitive in a rapidly changing digital world. And, our Smarter Computing leadership with powerful systems and offerings to meet your needs are core to the foundation of our Smarter Commerce initiative.
- #14 To succeed in this new world of commerce, you will need to deliver a “Smarter Commerce” experience – one that is cross-channel by design, allowing customers to shop or buy seamlessly across channels and touch points. An experience that is informed by customer insights and is able to deliver product recommendations that are not only highly relevant, but also timely in nature. Smarter Commerce will benefit from highly efficient marketing capabilities that allow for a consistent message to be delivered across all mediums. And finally, Smarter Commerce will use intelligence gathered from an optimized supply chain to ensure that products and services will be fulfilled accurately and efficiently. IBM is your partner in “Smarter Commerce”
- #15 This slide should be customized to your client’s needs and where they are in the decision cycle.
- #17 NORTH AMERICA CSX Transportation – Seamlessly orchestrate global supply chain and partner communities. CSX was able to Extend and Automate Processes Across Enterprise Boundaries resulting in Partner On-Boarding Improved from 2 Days to 10 Minutes ING – ING Bank coordinating marketing outreach to consumers – the were able to create a Unified cross-channel solution controls marketing via direct mail, email, web, call center and branches, resulting in: € 20 million increase in corporate earnings attributed to increased marketing effectiveness Annual direct mail costs reduced by 35% Campaign cycle time reduced to maximum of 4 weeks Crocs - Cross-Channel Order and Inventory Awareness Improves Efficiency at Crocs – they were able to Create a single view of inventory that can be accessed across all regions and channels, resulting in: Fill rate on web orders at nearly 100% All inventory now planned and reserved by channel Improved end-user and wholesale customer XO Communications - Reducing customer churn delivers a 376% ROI with a 5 month payback. They were able to use predictive analytics to identify customers likely to churn resulting in: Reduce customer churn by 8% in the first year and an additional 18% in the second year
- #18 LATIN AMERICA HSBC Brazil - By reducing file transfer time from 7 hours 40 minutes to 3.1 minutes, the new solution let the bank offer customers a product that discounted receivables in a few minutes Increased productivity by supporting high data volumes. Improved overall efficiency by quickly delivering information to customers S.D. Indeval - Speeds compensation and conciliation, improves process efficiency and increases liquidity for trading participants Liquidity needs for trading participants now require 52% less economical resources than the current platform. Performed 26% more operations than before. Reduced trading transaction costs. CTBC - improves collaboration, visibility, and speed for bill collection Increased collection rate by 76% within one year. Reduced errors by implementing automation and eliminating manual processes XM Mercados - utilizes technology to adhere to its Colombian Electricity Market guidelines Near 100% matching of supply-to-demand in a timely fashion. Flexible solution enables new rules to be easily entered into calculations.
- #19 NE EUROPE Speedo - increases return on pay-per-click (PPC) advertising Return on ad spend in 30-day first-click data for the term Speedo swimming increased by 195%. ING - new direct marketing program has resulted in higher response rates. with response rates as high as 60%. The bank expects a €20 million increase in annual earnings through improved direct marketing effectiveness. Irish Dairy Board - Business partner integration drives supply chain success and cost efficiencies at Irish Dairy Board A reliable and Secure communication foundation for enhanced global collaboration. Tightly integrated business relationships with customers, and efficient up-stream supply chain with suppliers. Optimized and transformed customer satisfaction Eased integration for faster on boarding of partners—current and future. Wehkamp.nl - Improved performance over standard promotional programs with: 23% higher open rate 68% higher click through rate 271% higher sales-per-send ratio 67% lower opt-out rate
- #20 AP DBS Bank - Rapid onboarding helped DBS Bank increase new customer connections by nearly 60% Secure file exchange solution that delivers Cash Management services to customers. Improved visibility; providing DBS with the information to quickly deal with exceptions. Orica - Orica can now move mission critical financial files securely to banks and other institutions where processing control is required at each end. Improved operational efficiencies by streamlining business processes and reducing manual efforts Reduced transportation costs Maintained IT staff levels while electronic transaction volume quadrupled China Mobile – Able to deliver more targeted and personalized services based on understanding customer preferences Single view of the customer enables the telco to deliver targeted and personalized services based on customer preferences Enables telcos to quickly roll out next-generation services to market, and follow them up with integrated marketing Office Brands - Office Brands now has a strong foundation on which to build and is already processing 15,000 online orders every month. provides scalability to support Office Brands’ future growth readily supports the deployment of multiple e-commerce sites if required.
- #21 JAPAN Ajinomoto - Enhanced customer satisfaction by promising availability and serving the distributors and retailers on their terms Single view of the order across business divisions to customers and Ajinomoto Corporate Agility in responding to the changes in the business environment Leverage investments in existing IT systems Japan Airlines - Improved quality of service in the first year: System outages down 58 percent IT service interruptions down 39 percent Time to recover from outages down 80 percent CyberAgent - translates blog user insights into a more engaging experience Expected increase in loyalty among blog readers and blog authors Expected increase in page-view volume by virtue of smarter recommendations and a more engaging blogging experience Expected increase in advertising revenue SBI - A total of approximately 600 billion yen in funds was deposited and 400,000 new accounts were opened after only 18 months since the start of operations The time required to launch the service was shorter than that required for the development of conventional financial products. By constructing a platform using SOA (service-oriented architecture), dramatic flexibility was achieved in adding new services
- #22 Central and Eastern Europe HZMO - Ability to meet required government standards for pension payments, helping them prepare for the future Ensures compatibility with diverse partner systems Frees up resources and reduces costs Provides efficient, accurate and standardizeddata exchange Provides secure data exchange to help ensure privacy of information OBB-Dienstleistungs GmbH - Optimized data exchange for rail carrier ÖBB Improved customer service through provision of new services and customer-facing technologies Increased customer satisfaction KEB - management is able to analyze data from all its worldwide operations, identifying areas for improvements and cost-efficiencies Plans can be optimized efficiently, allocating work based on cost, margin and environmental impact. Time to consolidate group financial information has fallen to a few hours. The Sportsmaster Group – Confidence in transparency of business procedures Reliability of business information Greater accuracy of budget data
- #23 AFRICA Coca Cola Bottling of Egypt – Ability to manage growth due to improved performance, availability and scalability Improves performance while reducing the number of processors from 16 to 7 Reduces risk and reduces the number of servers needed for disaster recovery Increases server utilization by 35 percent while supporting 71 percent more users The United Bank - improves its security posture and achieves PCI compliance when it implements an IBM Internet Security Systems solution. Enabled the bank to achieve the required security posture for its credit and debit card services Helped garner further confidence and trust from customers for its banking services Hyundai Egypt - An IBM hardware solution drives Hyundai Egypt to improved performance of its ERP application Includes a disaster recovery solution for vital Oracle data—an additional level of protection that Hyundai Egypt previously lacked Helps increase personnel efficiency, as employees no longer have to repeat work that was lost as a result of hardware instability problems ITWorx - Rational AppScan software enables ITWorx to streamline its application security testing Greater flexibility leading to increased productivity Streamlined testing procedures
- #24 Through Unica’s and Coremetric’s focus on marketing and the success of our customers is reflected in our analyst rankings and industry awards. Unica Highlights include: Leadership in Gartner’s Magic Quadrant for campaign management/customer relationship optimization for more than 5 years in a row The only “leader” in Forrester’s 2008 EMP Wave. Highlight the quote “gold standard” – you just can’t make up stuff like that. Coremetrics Leader in Forrester’s Web Analytics Wave Q3 2009 (most recent)
- #25 Respected analysts at Gartner and Forrester have released detailed reports profiling the acquisition, calling IBM’s move “ a big play ” and “ one that will lead to major changes in the B2B market, making IBM a significant player in B2B ” . Dozens of press outlets picked up the May press release and made their own assessments of the acquisition. However, Ray Wang of Altimeter hit the nail on the head… “Sterling Commerce’s focus on financial services, retail, telecom, and manufacturing verticals complement IBM’s overall industry strategy and should play a key role in building value in each vertical” Forrester Research: Ken Volmer, Forrester "This is a true win-win situation with both parties gaining something valuable… There are real opportunities for synergies here” IBM To Acquire Sterling Commerce… A Move That Will Lead To Significant Change In The B2B Market by Ken Vollmer, Brian K. Walker, Patrick M. Connaughton, George Lawrie – Forrester Research Excerpt: In an aggressive move, IBM has taken steps that will lead to major changes in the business-to-business (B2B) integration market. If approved, its proposed acquisition of Sterling Commerce will provide customers with comprehensive, end-to-end integration and commerce capability that covers a wide range of real-world business challenges. Gartner: Benoit Lheureux, Gartner ”I’ve said it before and its worth saying again — these are interesting times in B2B!” IBM Makes a Big B2B Play With Strategic Potential as It Acquires Sterling Commerce by Benoit J. Lheureux, Jeff Woods, Gene Alvarez, Thomas Skybakmoen, Paolo Malinverno, Dennis Gaughan, C. Dwight Klappich, Jess Thompson, Fabrizio Biscotti, Jessica O'Brien, Tim Payne, Jim Sinur Excerpt: IBM's acquisition of Sterling Commerce makes IBM a much more significant purveyor of B2B solutions, with the inclusion of managed services. The acquisition also expands IBM's WebSphere portfolio of multienterprise applications and application infrastructures. Industry analysts are excellent resources for you to learn more about IBM and our offerings. We are recognized as one of the few companies that help organizations integrate both internal and external processes to maximize business performance, and create opportunities for growth. In fact, leading analyst firms, Gartner and Forrester Research, cited us as a Leader or Visionary in these key reports. Gartner Disclaimer: The Gartner Magic Quadrant is copyrighted 2009 by Gartner, Inc., and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the “Leaders” quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
- #26 Why is this better than just buying the products as they were? It is about the integration to optimize the process Can we put in a specific industry context so it comes across more clearly? How can people shift marketing $$ and get more engagement With Unica Campaign, marketers can plan, design, execute, measure and analyze multi-wave, cross-channel and highly personalized marketing campaigns. These campaigns can be further optimized in the context of the shopping experience through Coremetrics. For example, if you had a specific marketing tagline of a few key words that was part of the marketing campaign, these words could be used as input to Coremetrics Ad Target to help optimize customer search results and search engine marketing. Awareness of the marketing campaign could be further driven through the Pivotal Veracity Marketing engine. Then custom landing pages with specific online product promotions, tied to the campaign (and driven by search results based on the marketing tagline) can be executed in context of the shopping experience by WebSphere Commerce.
- #27 ADD – ILOG – ease of use of rules – harnessed internal knowledge, but a rule in ILOG so it happens dynamically In this scenario you have information on product inventory positions based on the ILOG-optimized logistics network. You have a warm winter in Denver resulting in excess inventory of coats – but in Boston there is a cold winter, causing back orders due to lack of inventory. WebSphere Commerce is used to offer a discount to Denver buyers because inventory turns are not what they were last year; this is not about changing the inventory plan, it is simply about taking action to adjust inventory levels and turns 1/3 through the season so you aren't left with all he overstock at the end of the buying season. You could either trigger an inventory movement from Denver to Boston or trigger the incentive to buy in Denver. Either way this is about optimizing the Denver inventory in real time rather than holding it and having to do a "fire sale" to get rid of it later. Ultimately it all comes down to using IBM technology to get the product inventory to where the demand is, or taking action to move the inventory faster to where the demand isn't.
- #28 Start anywhere, end anywhere is the whole interaction process ADD social aspect – Analyzed Twitter responses – through SPSS – and applied into core metrics – which offers through which channels – tell the whole story – analyze social media, pricing changes (like TUI)
- #29 Slide 11: Why is this better than just buying the products as they were? It is about the integration to optimize the process Can we put in a specific industry context so it comes across more clearly? How can people shift marketing $$ and get more engagement With Unica Campaign, marketers can plan, design, execute, measure and analyze multi-wave, cross-channel and highly personalized marketing campaigns. These campaigns can be further optimized in the context of the shopping experience through Coremetrics. For example, if you had a specific marketing tagline of a few key words that was part of the marketing campaign, these words could be used as input to Coremetrics Ad Target to help optimize customer search results and search engine marketing. Awareness of the marketing campaign could be further driven through the Pivotal Veracity Marketing engine. Then custom landing pages with specific online product promotions, tied to the campaign (and driven by search results based on the marketing tagline) can be executed in context of the shopping experience by WebSphere Commerce.
- #30 Steve Mills 09/15/10 Strategy & Enablers: Our consulting expertise in this area focuses on helping our clients to develop and execute strategies that improve their supply chain and operational effectiveness and efficiency by capitalizing on increased interconnectedness and insight from across the value chain. In addition, by applying our expertise in process excellence, technology strategy, organization design and change management across the buy, market, sell and service processes, we help our clients realize the full potential and value from their smarter commerce investments. STG / Workload Optimized Systems talking points: IBM’s Smart Analytics System speeds deployment and reduces time to value by providing an optimized and integrated hardware, software and services solution that helps businesses understand product demand patterns down to the location level to forecast future product needs. The solution consists of small / medium / large / extra-large configurations and includes POWER7, disk, DB2, IBM InfoSphere Warehouse, Cognos and installation and customization services. This system has been optimized and pre-tested to handle: Mixed analytics workload (complex and simple / short queries) High number of transactions per second, heavy query volume, such as thousands of short queries in real time Data ingestion from real time transaction systems, to meet needs for queries requiring near real-time information from transactional systems IBM provides systems optimized to handle large transactional requirements, allowing companies to create a high-speed, low latency network between themselves and their business partners. The solution is a “soft bundle” and is customized to the client’s environment and consists of POWER7, disk and DB2 PureScale. The system has been optimized and pre-tested to handle: Thousands of transactions per second Thousands of concurrent users Near-linear scalability as workload is added Global Process Services Supply Chain?Procurement Outsourcing talking points: IBM provides full supply chain planning and procurement business process services through our supply chain Business Process Outsourcing services. By integrating their procurement systems and standardizing processes, we help clients identify savings opportunities and improve collaboration with their suppliers. The ability to control their procurement spend, can contribute to an improved bottom line and increased visibility to procurement needs which allows them to better support the integrated supply chain from customer demand to fulfillment. IBM's sourcing and procurement outsourcing services has its origins in IBM’s own supply chain transformation which has yielded industry-leading results and continues to contribute to the overall financial performance of the company. Today, IBM manages an aggregate procurement spend in excess of $48B U.S. annually, unprecedented in the market. Our clients typically attain 5-10X ROI on procurement outsourcing services fees. Additional benefits include reduced risk of rogue spending and the associated financial loss. Analytics Supply Chain Analytics - The supply chain analytics offering helps to achieve credible, clear, and comprehensive business insights by providing visibility to the stores, warehouses, corporate offices and beyond, even to authorized suppliers, customers and others in a retailer's value chain. This is achieved through through a series of reports that track a series of key performance indicators. Procurement / Buying / Merchandising Analytics – this is a part of Supply chain Analytics Market Basket Analytics - Market Basket Analysis builds on IBMs proven data warehouse techniques and relevant specialist capabilities in reporting and business analytics to better understand product sales patterns and customer preferences, increase marketing effectiveness and improve up/sell cross sell opportunities.
- #31 Steve Mills 09/15/10 100915 MILLS WebSphere eCommerce Forum Toronto.ppt Strategy & Enablers Our consulting expertise in this area starts with helping clients optimize and innovate their business models, develop strategies around customer experience, social media and digital brand & presence, transform and manage across disparate channels and rationalize, consolidate and optimize fragmented marketing processes. As IBM, we are in a unique position, working at the intersection of business insight and technological innovation to tie technology enablers to strategic marketing and sales acumen and effectively bring science to the art of sales and marketing STG / Workload Optimized Systems talking points: IBM’s Smart Analytics System speeds deployment and reduces time to value by providing an optimized and integrated hardware, software and services solution that helps businesses generate consumer insights from multiple data sources including marketing systems, web systems and social networks. The solution consists of small / medium / large / extra-large configurations and includes POWER7, disk, DB2, IBM InfoSphere Warehouse, Cognos and installation and customization services. This system has been optimized and pre-tested to handle: Mixed analytics workload (complex and simple / short queries) High number of transactions per second, heavy query volume, such as thousands of short queries in real time Data ingestion from real time transaction systems, to meet needs for queries requiring near real-time information from transactional systems IBM provides systems optimized to handle large transactional requirements, allowing companies to deliver marketing offers to customers in near-real-time. The solution is a “soft bundle” and is customized to the client’s environment and consists of POWER7, disk and DB2 PureScale. The system has been optimized and pre-tested to handle: Thousands of transactions per second Thousands of concurrent users Near-linear scalability as workload is added Global Process Services CRM Outsourcing talking points: IBM’s business process outsourcing services for CRM include the full spectrum of the client experience including delivering the people, processes and technology required to support marketing requirements including the following: Lead management Campaign management/list generation Customer segmentation, customer profitability, market segmentation Product profitability and channel performance Prospect analysis, market analysis, and business unit analysis We use embedded analytics to deliver insight into customer buying behavior and trends that allow our clients to develop an analytics-led strategy as the starting point to deliver the highest level of customer experience. Analytics Customer, Marketing and Sales Analytics - Solutions that help organization gain insight about their customer and visibility into their sales, and marketing performance to help optimize and shape their decisions for better business outcomes Web Analytics – Web Analytics solutions measure and optimize the customer relationships on the web. The analytical applications are delivered through the direct interaction on an organization's Web site. It analyzes customer behavior on the Internet, often offering actionable models that allow greater customization of the Web experience. Social Media Analytics - Solutions to help market professionals that need to integrate insight from social media to improve customer relationships and optimize customer interaction to drive their brand’s performance and grow their business Purchase Analytics - Purchase Analytics transforms purchase transactions into key performance indicators and metrics that enabling decision makers to benchmark and improve vendor performance, rationalize vendors, lower the cost of material, and identify delivery problems that affect business performance.
- #32 Steve Mills 09/15/10 100915 MILLS WebSphere eCommerce Forum Toronto.ppt Strategy & Enablers Our consulting expertise lies in our ability to help clients deal with industry disruption through business model transformation, use analytics to drive insightful and differentiating sales and customer strategies, develop plans and processes to manage customer experience across all channels and to develop technology and infrastructure strategies to underpin these programs – all with the primary goal of effectively and efficiently acquiring, managing and retaining their own customers. STG / Workload Optimized Systems talking points: IBM’s Smart Analytics System speeds deployment and reduces time to value by providing an optimized and integrated hardware, software and services solution that helps businesses generate consumer insights from multiple data sources including marketing systems, web systems and social networks. The solution consists of small / medium / large / extra-large configurations and includes POWER7, disk, DB2, IBM InfoSphere Warehouse, Cognos and installation and customization services. This system has been optimized and pre-tested to handle: Mixed analytics workload (complex and simple / short queries) High number of transactions per second, heavy query volume, such as thousands of short queries in real time Data ingestion from real time transaction systems, to meet needs for queries requiring near real-time information from transactional systems IBM provides systems optimized to handle large web-based transactional requirements, allowing companies to handle large scale e-commerce volumes. The solution is a “soft bundle” and is customized to the client’s environment and consists of POWER7, disk, DB2 PureScale, Websphere Commerce 7 and Sterling OMS. The system has been optimized and pre-tested to handle: Thousands of transactions per second Thousands of concurrent users Near-linear scalability as workload is added Global Process Services Multi-channel Contact Center Outsourcing talking points: GPS Contact Center Outsourcing services delivers all components of a multi-channel model that our clients need to save money and differentiate themselves in the marketplace. By delivering our business services via a uniform communications platform, we provide our clients the ability to service their customers regardless of device, location and time. We have more than 50,000 agents in over 35 delivery centers worldwide and provide sales and fulfillment services including: Tele-based sales, Web commerce, Tele relationship, Pricing delegation Our Value Generation strategy uses advanced analytics and campaign management to resolve, retain and reveal selling opportunities and customer service enhancements. Our clients experience significant increased performance in key customer services indicators including Net Promoter Score, Churn management and cross-sell/upsell opportunity. Analytics Customer, Marketing and Sales Analytics - Solutions that help organization gain insight about their customer and visibility into their sales, and marketing performance to help optimize and shape their decisions for better business outcomes Web Analytics – Web Analytics solutions measure and optimize the customer relationships on the web. The analytical applications are delivered through the direct interaction on an organization's Web site. It analyzes customer behavior on the Internet, often offering actionable models that allow greater customization of the Web experience. Social Media Analytics - Solutions to help market professionals that need to integrate insight from social media to improve customer relationships and optimize customer interaction to drive their brand’s performance and grow their business Purchase Analytics - Purchase Analytics transforms purchase transactions into key performance indicators and metrics that enabling decision makers to benchmark and improve vendor performance, rationalize vendors, lower the cost of material, and identify delivery problems that affect business performance.
- #33 Steve Mills 09/15/10 100915 MILLS WebSphere eCommerce Forum Toronto.ppt Strategy & Enablers: In the service space, we work with clients to enhance customer experience and service through all channels and minimize operating costs while also identifying opportunities to drive revenue through cross-sell and up-sell opportunities. STG / Workload Optimized Systems talking points: IBM’s Smart Analytics System speeds deployment and reduces time to value by providing an optimized and integrated hardware, software and services solution that helps businesses analyze and determine root causes of services issues. The solution consists of small / medium / large / extra-large configurations and includes POWER7, disk, DB2, IBM InfoSphere Warehouse, Cognos and installation and customization services. This system has been optimized and pre-tested to handle: Mixed analytics workload (complex and simple / short queries) High number of transactions per second, heavy query volume, such as thousands of short queries in real time Data ingestion from real time transaction systems, to meet needs for queries requiring near real-time information from transactional systems IBM provides systems optimized to handle large web-based transactional requirements, allowing companies to handle large volumes driven by services scheduling . The solution is a “soft bundle” and is customized to the client’s environment and consists of POWER7, disk and DB2 PureScale. The system has been optimized and pre-tested to handle: Thousands of transactions per second Thousands of concurrent users Near-linear scalability as workload is added GPS Customer Contact Center & Technical & Product Support Outsourcing talking points: By outsourcing customer support services to IBM GPS, clients can improve first-time response rates, fix rates. optimize customer satisfaction, enhance revenues, and reduce support costs. We provide globally-integrated outsourced support operations, reengineering support processes, increasing self-service options & usage. Some of the world’s largest companies trust their customers to IBM and we turn flawless customer interaction into long term customer loyalty. Our technical and product support services include t echnical support, help desk, product activation, warranty service, service scheduling, and field support. Analytics Our Customer Analytics outsourcing services helps us understand the key “moments of truth” that can have dramatic impact on customer interactions. Purchase Analytics - Purchase Analytics transforms purchase transactions into key performance indicators and metrics that enabling decision makers to benchmark and improve vendor performance, rationalize vendors, lower the cost of material, and identify delivery problems that affect business performance. Customer, Marketing and Sales Analytics - Solutions that help organization gain insight about their customer and visibility into their sales, and marketing performance to help optimize and shape their decisions for better business outcomes