eCommerce

The ongoing COVID-19 pandemic has changed the world and set a new normal in consumer expectations to buy products and services conveniently and more importantly, securely. More and more businesses will need to go online. This pandemic has provided a unique new entry to many players both as an opportunity and as a threat for survival.

We are the right partner that can help businesses go online by helping them with their Minimum Viable Product (MVP), developing their eCommerce platform, managing its day-to-day operations and monitor the eCommerce platform from a business operations readiness perspective. In addition, we provide a pulse of the business metrics through data marts and analytics.

ecommerce
Our-Perspectives

However online businesses are not an easy play, nor should it be viewed as just another alternate channel. Businesses should enter this market carefully by not investing to compete but rather to invest in building their own unique corner in the online marketplace by focusing on a Minimum Viable Product (MVP).

One needs to also capitalize on trends such as Conversation Commerce, where businesses use tools (social tools, smart speakers and mobile phones equipped with special voice recognition assistants) to offer services to their customers. They can now participate in this customer experience journey in a unique and personalized way for every interaction and every customer – not just 1:1 personalization at the customer level, it is 1:1 personalization at an interaction level.

What-Clients-Need
  • A Minimum Viable Product (MVP) approach to building an online business and making it a successful venture. This is especially essential for a brick and mortar (B&M) business looking to establish an online presence in order to survive.
  • A pulse of the business metrics which is only possible by a data driven approach that yields business insights.

Minimum Viable Product

ecommerce-What-We-Deliver

We work with our customers to create a Minimum Viable Product (MVP) which is the crucial first step to helping businesses establish their online presence. The MVP represents a sufficient set of features (usually a subset) to satisfy early adopters. The final, complete set of features is only designed and developed after considering feedback from the product’s initial users. Our approach will involve a balance between addressing customer experience and creating a lean operations cost to minimize initial investments.

Development of eCommerce Platform

We work with businesses in developing their eCommerce platform. This has three components

  • Customer facing systems: Helps customers shop online. Ex. website and/or the mobile app
  • Business facing systems: Set of tools to define the business rules behind eCommerce. Ex. setup products, prices, order processing rules.
  • Operations facing systems: Address post-purchase requirements of the customer. Ex. customer service portal and call center portal.
Development-of-eCommerce-Platform

Development of eCommerce Platform

Development-of-eCommerce-Platform

We work with businesses in developing their eCommerce platform. This has three components

  • Customer facing systems: Helps customers shop online. Ex. website and/or the mobile app
  • Business facing systems: Set of tools to define the business rules behind eCommerce. Ex. setup products, prices, order processing rules.
  • Operations facing systems: Address post-purchase requirements of the customer. Ex. customer service portal and call center portal.

Running eCommerce IT platform

Running-eCommerce-IT-platform

As the eCommerce site represents a company’s brand, it is essential to ensure the platform is kept running successfully with special care and attention not just on special days (Black Friday, Cyber Monday) but every day. Performance matters!

24×7 Follow the Sun Model

Our distributed team provides best-in-class site management for various eCommerce platforms including Magento Commerce, Shopify Commerce and SAP Hybris platforms. We provide 24×7 coverage using a globally distributed team thereby preventing tired team members from handling critical site issues at odd hours. We have L1 support at multiple locations thereby providing the much needed first level of response.

24×7-Follow-the-Sun-Model

24×7 Follow the Sun Model

24×7-Follow-the-Sun-Model

Our distributed team provides best-in-class site management for various eCommerce platforms including Magento Commerce, Shopify Commerce and SAP Hybris platforms. We provide 24×7 coverage using a globally distributed team thereby preventing tired team members from handling critical site issues at odd hours. We have L1 support at multiple locations thereby providing the much needed first level of response.

Business Operations Tooling

ecommerce-Business-Operations-Tooling

While technology tools to monitor and manage applications and servers are fundamental to an eCommerce platform, we pride in bringing unique business tools as part of our toolkit which enables us to monitor an eCommerce platform from a business operations readiness perspective. Ex. Pricing correctness tool that checks product pricing on a regular basis to ensure that prices are not out of a range.

Holiday Readiness

The outcomes are same regardless of the unique shopping event / occasion and the eCommerce platform has to be ready to handle the surge in load. As part of “Run the Business” we run special readiness projects to strengthen the platform to handle the crucial days successfully.

Holiday-Readiness

Holiday Readiness

Holiday-Readiness

The outcomes are same regardless of the unique shopping event / occasion and the eCommerce platform has to be ready to handle the surge in load. As part of “Run the Business” we run special readiness projects to strengthen the platform to handle the crucial days successfully.

Deep Business Modeling

Deep-Business-Modelling

We put special emphasis on operational business metrics. Most payment gateway failures are detected after the event through an alert system. But it is the ability to predict an impending failure through understanding of traffic patterns and using Machine Learning models to predict failure points which is key. And only a high level of business understanding makes this possible.

Support Automation

We recognize that there are many operations that require immediate response and preferably users being able to take care of some issues themselves. We identify those frequently used services and use our automation framework to build a self-service chatbot based solution to address these needs.

Support-Automation

Support Automation

Support-Automation

We recognize that there are many operations that require immediate response and preferably users being able to take care of some issues themselves. We identify those frequently used services and use our automation framework to build a self-service chatbot based solution to address these needs.

Developing the eCommerce Data Hub

Developing-the-eCommerce-Data-Hub

At the heart of a eCommerce platform is analysis (ex. traffic analysis, lost sale analysis, omni-channel modeling and return analysis). This requires a strong analysis hub that can support complex cross reference of web analytics along with product and inventory data. It also connects customer service notes and other unstructured data with NLP into this to build a unified data model for analysis. This model, referred to as the eCommerce Data Hub, can be leveraged to build various business drivers.

whyus
  • Expertise in eCommerce platforms like Magento Commerce, Shopify Commerce and SAP Hybris
  • Ability to work with our customers in defining their MVP and thus ensure a scalable and successful online presence
  • Our holistic approach combines technology, business, operations and a unique understanding of brands. This ensures that the company brand is reflected through a high performing, intuitive and rich UI/UX interface
  • A unique automation framework that reduces support ticket volume by accelerating self-service for common issues. Leads to increased customer satisfaction too
  • Unique business focused toolkits that help monitor eCommerce platform from a business operations readiness perspective
  • Specialists in building data marts and data analysis for business insights to run and operate a profitable eCommerce business
success-stories

Self-healing chatbot based solution

Our customer leveraged our automation framework to build a self-healing chatbot based solution to address end user needs. Our approach led to a 30% reduction in ticket volumes, and more importantly, increased customer satisfaction.

The eCommerce Revolution is Underway

Ride the wave or be left out.

The ongoing pandemic has exposed the gap between the eCommerce players and those doing business the bygone way. The haves and the have nots. This is your chance to survive and thrive.

What’s your MVP?

We work with you to create your Minimum Viable Product and your online presence. Get ready to rock.

Say Hello to your eCommerce Platform

We work with you in developing the three components of your platform – Customer facing systems, Business facing systems and Operations facing systems.

Embrace a Data Driven Business

We build the data marts and data analysis for business insights so you can run and operate a profitable eCommerce business.