CRM: Customer-Initiated Interactions

Most complex, multi-channel selling environments now include an online business model, allowing an enterprise to reach a worldwide audience, and potentially generate exponential company growth. Online selling environments can enable leads & opportunities to create and shop for products, view and compare quotes, place orders, receive and pay invoices, and dispute charges.

Self-care portals aim to take the load off an organization’s customer service representatives (CSRs) by allowing customers to manage accounts and purchases on their own. Customers have the flexibility to place orders and update account information in real-time, with these changes and orders being passed to other systems efficiently and accurately in a monetized ecosystem.

Successful self-care systems also reduce trouble tickets and issue escalation with FAQs and customer-facing knowledge to promote issue resolution without the need for a customer to speak with a customer service representative.

For most service providers conducting e-commerce selling, electronic bill presentation and payment (EBPP) allows bills to be generated, delivered, and paid online. E-bills can expedite the Quote to Cash process by getting bills to customers more quickly and allowing customers to pay instantly, electronically. However, electronic payment collection requires both legal and industry compliance and can cause quite a headache for internal control and compliance staff, and external auditors.

Customer Relationship Management (CRM) is perhaps the most consistently misused term in our industry. The customer relationship that is being managed by the software category is an exceedingly broad term that must be narrowed to make sure we are comparing similar software. ATG breaks CRM into four distinct categories, based on the channel that is being used to manage the customer relationship.

Sales Force Automation (SFA)

The tools sales teams use to manage salespeople, prospects, opportunities, and pipeline.

Customer Success | Call Center

The tools customer service agents (historically in a call center environment) use to manage customers or prospects.

Customer-Initiated Interactions

The tools a service provider’s customers use to manage their own services or accounts.

Partner Relationship Mgmt.

Tools a service provider’s partners use to manage customers or prospects.

Customer-Initiated Interactions Components

CRM - Customer-Initiated Interactions

Shop

Allowing customers to shop online requires e-commerce platforms to model a company’s product catalog in a way that is desirable to end-customers. Online storefronts must be able to both inform the customer about products, services, and bundles, as well as accept orders and payment securely. From a systems’ perspective, online shops might house some product information locally in a company’s content management system (CMS), with other content being pulled from external systems serving as the source of record (i.e., pricing information).

Additionally, the online channel should be tightly woven with sales force automation, business intelligence and marketing automation to put a company’s goods and services in front of the right prospects, direct them to the correct landing page, and quickly and efficiently tell the site visitor why these products and services best fit their needs.

In the online selling world, everyone on the internet that sees a banner ad, a search result, a review, or a blog post about a company is a lead. Every visitor to the website is an opportunity. Having the right message, the right processes, and the right technology to make it easy and comfortable for a shopper to select your company’s offerings is the primary step to acquiring and retaining online customers.

Cart

When online shoppers add products to the cart, a very important step has been realized in the online shopping continuum. It is the visitor’s first real decision. It’s a small commitment to a potential purchase and ongoing customer relationship with the company.

Shoppers can add and remove products to and from the cart without consequence, as well as change quantities, discover additional add to cart for better price discounts and create their own bundles in many cases. Typically, as physical inventory is added to or removed from the cart, a good service delivery system will reserve and un-reserve that inventory in real-time, with a timer on how long that inventory can be held in the cart before automatically being removed and made available to the general internet public again. This is important to note for any just-in-time physical inventory companies that fulfill their own orders.

The cart page of a website is a key conversion point in the online buying process. Getting the shopper to press the buy button requires a precise recipe of trust, emotion, and common sense. The potential customer must believe in both the product or service they are purchasing and the company from whom they are buying, regardless of whether the transaction is B2C or B2B. They must also feel that the product or service solves a problem or meets a need and that the offer is fair.

When the above obstacles, and potentially many others, are overcome, the order is nearly assured. Unless something in the payment or delivery process causes friction, the website’s system should begin lighting up the service delivery, credit card processing, marketing automation, invoice finishing & delivery, order management, contract management, revenue recognition management, financial management systems, and billing and collections engine domains.

Quote

For products with negotiable prices or discounted bundle options, quoting logic is necessary. Quotes provide customers a way to evaluate different pricing options based on product configuration. Generating accurate, real-time quotes requires systems to account for product attributes, discounts, applicable promotions, and bundling business rules systematically, without customer service representatives intervention. In an online negotiated-selling environment, often the customer selects the products and services of interest, fills out an online contact form, and is contacted by a company sales representative. Injecting the proposal into a CPQ system to automate approval and upsell or cross-sell is a better means of closing service-seeking proposals with business rules to determine the best pricing based on a number of segmentation attributes. Generally speaking, shipping freight costs on physical inventory, should be provided as well as any taxes and fees. Best practices in online selling require transparency throughout the selling process to reduce returns and customer churn.

Order

E-commerce and retail order management systems help merchants improve order processing, track inventory, partners and online selling marketplaces, and much more. Typical online orders are placed directly online but can also be consummated via a call center, a chat window, email, or even a fax machine.

An excellent order process gathers all the needed data to process the order, verifies that the data is correct and above reproach, and then communicates with the customer every step of the way via triggered events. Important events that should be communicated to the customer are when the order is placed, approved, and shipped or provisioned. After the estimated arrival date, it is best practice to touch base with the customer to make sure their expectations were all met or exceeded.

The entire order process and the systems that run those processes should continuously be monitored to improve the customer experience. Many customers prefer the digital buying experience because of its ease and convenience. The lowest expectation of today’s shopper is a simple purchasing experience and near instant receipt of the service or product.

Content Management System (CMS)

Content management systems (CMS) are applications used to create and distribute content in a centralized location. Entire websites are built and maintained by content management systems, with the flexibility to store text, images, videos, data, etc. Content management systems have a wide variety of features companies leverage to boost their online presence such as search engine optimization (SEO) services, additional modules and plugins, content templates, user management tools, and audit logs.

The best content management systems allow a company to easily mix and match the content for both products and services for bundle creation which are easy to understand and have a great value story. They also do not just piece-meal together a slew of SKUs onto a web page with a promotional price.

Additionally, a good content management system easily generates on-the-fly landing pages for products, services, and bundles which can target visitors based on demographics, incoming links, visitor status (new or returning), and other segmentation provided by marketing or business intelligence.

Branding

Every company strives to keep their brand image across all selling channels and marketing activities. E-commerce is a way to enhance brand image and awareness to potential customers, with thoughtful planning needed as enhanced visibility also creates a risk of misaligned brand imaging.

Clients who are moving from generating paper bills on-premise to EBPP-generated statements also strive to keep consistent, effective branding. Logos, bill presentation, marketing materials, promotions, and so on, cast a much wider net brought online and must constantly be evaluated for any negative branding effects.

Online visitors who may be unfamiliar with your brand should be presented with numerous forms of evidence about your trustworthiness early in the shopping experience. Testimonials, ratings and reviews, badges and awards, and data security call-outs should all become part of your online brand as well.

Product Catalog

An online product catalog is yet another instance of an organization’s offerings. Online catalog instances differ from instances in billing, provisioning, and selling catalogs as they often include enticing product descriptions and images.

Content management systems platforms may interact with other systems in a company’s ecosystem, and optimized monetization environments streamline these integrations. Sourcing product data from separate catalogs helps ensure a single source of truth for data remains, even though it may be modeled in multiple systems/interfaces.

Bundling

Bundling has become a very important tool for companies to increase customer spend, raise margins, and maintain competitiveness. While most visible in the telecommunications and entertainment industries, nearly all verticals use some sort of bundling strategy today.

Bundles can be a combination of products, services, extended warranties, and discounted or free delivery and installation. Strategies employed include dollars-off and percentage-off discounting, buy-this-get-that, and tiered savings based on customer spend. Some companies also use their customer-loyalty programs as an extension to entice potential buyers with additional benefits.

Online channels often require additional triggers to offer bundles. Inventory availability, geographic eligibility, even method of payment may be factors that allow or forbid displaying bundles online.

For billing and financial management processes, the online invoicing system should break out the individual pieces of a bundle and assign them a cost and a sale price. This allows the correct general ledger accounts to be updated and individual line item revenue recognized when the item-specific trigger has been activated.

Present Invoice

Closely related to billing, invoicing represents the charges due, description of charges, a method of payment, and terms of payment. The terms invoice, bill, and statement are often misused in the context of service provider billing.

Invoice


Official Accounting Term: An invoice represents the charges due, description of charges, a method of payment, and terms of payment.

Statement


Semi-Official Accounting Term: A statement is typically provided monthly or quarterly and includes all of the activity for a given period. The statement consists of a listing of the previous balance due, payments, adjustments against past invoices, new charges, and a new balance due. The document incorrectly but commonly called a bill from a cell phone or cable company is a monthly statement that aggregates information from one or more invoices.

Bill


Informal Term: Bill can be used to describe an invoice, statement, or a guy named William.

Paperless, electronic invoicing is a huge cost-saver and sustainable business practice for companies. Self-care applications allow companies and their suppliers to create invoices and exchange billing, approval, and payment information without having to collect physical checks. Customers can pay, or even dispute, their invoices directly online, as well as receive a history of all financial transactions made. A sound self-help portal online allows a company to reduce or redirect human resources from its call center environment, and, all else being equal, improve their customer satisfaction performance.

Dispute

Dispute is typically considered a billing issue. Credit card chargebacks, late fees, overcharges, duplicate charges, and courtesy concessions all fall under the dispute umbrella.

Disputes almost always need some form of human intervention to gather relevant details and placate the customer. Online self-help applications can gather the initial data, but follow-up needs to be immediate via a phone call, a chat session, or an email. And any action taken on the company’s part needs to include an automated response to the customer to assure them the issue has been resolved to their satisfaction.

Trouble Ticket

Trouble ticketing is closely related to disputes but casts a wider net. Trouble tickets are electronic records of customer issues, with all relevant data attached, that can span selling channels, products, services, and even include potential net-new customers.

A good trouble ticketing system includes a business rules engine that can change the status of a ticket, add pertinent data from a knowledge management system, and track the lifecycle of the entire case. Status changes should trigger automated communications with the customer and the account manager.

A holistic view of trouble ticket performance should be available via a dashboard, and the service incidences should forever be associated to the customer account to track their effect on churn, future spend, and lifetime value.

Payment

Payment occurs when a customer remits money to the provider of a service. In subscription models, payments are commonly made on a recurring basis that follows the customer’s bill cycle. For example, Bob pays every month for his month of service. In addition to recurring payments, customers may make one-time payments for services that do not repeat or pre-pay for upcoming service periods.

Credit Card Payment

Paying by credit card is very typical in business to consumer (B2C) and business to small business (B2SB) industries. A credit or debit card is kept on file in a payment card industry (PCI) compliant manner, and recurring payments are processed on a periodic basis. Credit cards are rejected for a variety of reasons for authorization and should be carefully and proactively monitored.

Still prevalent across all industries, most major service providers work with a Lockbox service provided by major banks to manage incoming check payments.

Automated Clearing House (ACH) is a form of electronic payments that are processed directly from the payer’s financial institution to the service provider’s.

Emerging payment methods including PayPal, Bitcoin, Apple Pay, Google Wallet, baseball cards, and beaver pelts.

Trial

Trialing is an important tool for service-provider enterprises. In a typical scenario, a customer can use a product or service for a limited time at no cost to test drive an offering before making a decision to purchase or subscribe. There are several ways that companies offer a trial to its customers.

The most common method of trialing is for the company to not collect payment information, but instead follows up with the trialing customer at scheduled intervals to close the deal on the product as well as up-sell and cross-sell. This method will usually generate many more opportunities, but a lower conversion rate to the product or service being trialed. Leads that participate in a trial in which they provide a credit card have made a conscious commitment to the product by volunteering their payment information, so customer commitment after the trial period maintains a better conversion rate.

The next method works similarly to the first, but the company collects the user’s payment information, authorizes (not charge) the credit card, then begins charging the customer when the trial period ends and the customer has not taken the proper steps to cancel. It has become common practice in most verticals to notify the customer that their trial period is nearing expiration and offer them instructions on how to cancel. It is a best practice to monitor customer usage during the trial period and periodically contact them for any questions or concerns.

The third type of trial is common among service providers whose customers’ service needs are likely to increase soon. Many providers that target start-ups or SMBs offer their product free until the user hits a certain threshold, such as transactions, contacts, or mailings. Their pricing plans beyond the free threshold are typically reasonably priced and movement through the pricing striations becomes automated based on the customer’s usage of their service.

Regardless of which type of trialing is used, the opportunity becomes a customer when a customer commits to a subscription service, and with that, the monetization process is set in motion. Full account details, fulfillment and provisioning, usage, and zero-dollar invoicing are triggered. This represents all of the company’s domains that would touch a typical order. Business intelligence is gathered and employed. Marketing automation loads the appropriate fodder, while sales and customer service agents are deployed.

Authorization

Authorization is the process of giving someone permission to do or have something. In general, the amount of required proof to gain access to something is proportionate to the value of what is being sought. Security of systems resources generally follows a three-step process of identification, authentication, and authorization.

Entitlement

In a billing context, entitlement relies on the billing system to decide if a customer should be permitted to use the service in the manner they are attempting and whether there is a billable impact caused by what they are trying to do.

Upsell, Cross-Sell & Expansion

These sales processes are the central methods for increasing average revenue per user, an essential growth metric for most businesses using a recurring revenue business model. These businesses also focus heavily on annual contract value. Upselling and cross-selling can be done at the time of customer creation or over the course of the life of the customer.

Upselling is the process of selling more of a particular service. For example, moving from 6 MB internet speed for $25 per month to 18 MB for $45 per month is a typical upsell.

Cross-selling is when a customer purchases a separate product or service in addition to what they had originally anticipated buying. For example, if the customer originally intended to buy internet service, but the sales representative convinced them to purchase phone and cable services too, the sales representative successfully performed cross-selling.

Expansion is the process of broadening the selling engagement with the customer to additional locations, business units, or channels.  This process is not independent of upselling and cross-selling, but it refers to specifically growing the size and buying power of the customer. For example, if a sales representative is selling software to the accounting group at John Deere in Missoula, MT and they expand the sale to include the sales team plus two other locations, they have achieved expansion.

Have you heard a cross-sell like this before?
Thank you for using our cable services and updating your credit card information! Did you notice that we have expanded our internet offerings in your neighborhood and are offering free service for three months if you add it to your plan now?

The combination of upselling and cross-selling is the primary method of driving more revenue within an existing customer base. Another common phrase is wallet share. Many service providers have a goal of increasing the wallet share from their customer base, which is often done through upselling, cross-selling, or both. The concept of bundling or packaging is a method for accelerating an upsell, cross-sell, or both.

Create & Maintain Account

Self-care applications allow customers to create and maintain accounts. The use of self-care interfaces reduces the workload for account executives and customer service representatives as customers can now handle registration, updates, and cancellations.

Create & Maintain Service

Much like product creation, create and maintain services should live in the billing and rating catalog with supporting data residing in the other systems’ databases. For products and services made available online, the content management system is synced with the billing and rating and provisioning and fulfillment catalogs to provide a stylized, customer-facing look at the service being provided.

Knowledge Management

Knowledge Management is the process of collecting a company’s tribal knowledge, aggregating it, and then making it available to both internal and external users. From a customer-initiated interactions point-of-view, it means creating a digital library of product and service manuals, FAQs, white papers, case studies and any non-proprietary information that a customer could use to answer their own questions without needing to use company call center or sales resources.

Many businesses are now also using AI-powered chatbots to provide customers with another intuitive self-help option. Good knowledge management solutions, whether built in-house, used as-a-service, or purchased to deploy on-premise, need to be well organized, use common speech search, and offer a quick connection to a live chat or email resource if the available knowledge management system does not address the customer’s needs.

Status

Status can mean a lot of things in the service provider space. You can have a status for a trouble ticket (high priority to low priority), account (open or closed) or for a payment (approved, rejected, voided, etc.). Each status can have a different workflow attached to it. An example would be if your account status is past due, the system can lock a certain functionality until your account status is back to current.

Detailed: People | Process | Technology

People:

The primary actor in the CRM: Customer-Initiated Interactions domain is the customer, but sales, customer service, and product organizations handle the requests and transactions that are sourced from this channel. Twenty-one of the 31 processes utilized by the domain is owned by one of these three groups.

Process:

ATG maintains a set of 75 key business processes to support management of customers and revenue for service providers. Thirty-one of these processes originate, or are impacted by the CRM: Customer-Initiated Interactions Domain functions. Below are the key processes that are touched in CRM: Customer-Initiated Interactions Domain, categorized by the organizational unit that owns the process:

Sales Organization

Quote: Product Configuration – configuration of feature and attributes of products and services prior to a sale.

Quote: Product and Service Pricing – configuration of product and service pricing available through the quoting tool.

Quote: Product and Service Discount – configuration of product and service discounts based on certain criteria (e.g., volume discounts, geography).

Order Entry – Creating a new service for a customer, including capturing the necessary information to provision and bill for the service effectively.

Renewal Processing – methods used to continue a customer’s services beyond the contract’s expiration period. It may be an automated or manual process.

Up-Sell Processing: Initial Order – selling a customer a separate, better product or service from what they had originally expressed interest in during the needs assessment.

Cross-Sell Processing: Initial Order – selling a customer a separate product or service from what they had originally expressed interest in during the needs assessment.

Customer Service Organization

Customer Inquiry – The process of routing customer questions & concerns to the right solution and tracking the outcome.

Up-Sell Processing: Ongoing – the primary method for increasing Average Revenue per User (ARPU), and it is the process of moving a customer to a better product or service at some point during their relationship with your company.

Cross-Sell Processing: Ongoing – the primary method for increasing Average Revenue per User (ARPU), and it is the process of moving a customer to a similar product or service at some point during their relationship with your company.

Knowledge Management – The ability of a business to identify, create, and distribute information quickly across their customer base and the entire organization.

End Customer Account Maintenance – The methods by which a customer can manage their own account details via customer portal, website, etc.

End Customer Self-Help – The way a customer can resolve problems on their own.

End Customer Self-Help (Mobile) – The way a customer can resolve problems on their own via a mobile platform.

Product Organization

New Product Introduction Process – configuring attributes and introducing new products or services to the product catalog.

New Product Introduction Process – Mobile – configure attributes and introduce new products and services made available on mobile devices.

New Product Monetization Process – the configuration of pricing for a new product or service.

Bundled Product Introduction Process – the configuration and introduction of grouped products and services to the product catalog.

Promotion and Discount Process – the configuration of promotions and discounts to new or current products and services.

Trial Processing – Configuration and management of products that do not bill at all during an agreed upon time frame, includes processes for provisioning and reporting

Entitlement Processing – Management of active products and services within a customer account.

Operations Organization

Quote: Product/Service Approval – configuration of required approvals for products, services, discounts, and pricing configurations prior to the sale.

Finance Organization

Tax Processing – Methods used to streamline complicated taxation rules and regulations.

Finance - Billing Organization

Credit Card Processing – Methods to receive credit card payments including authorization, payment gateway, processing, interchange, and credit card success.

Payment Processing – The steps taken to process different payment methods from customers.

I.T.

Maintenance and Oversight of Monetization Ecosystem – processes around ensuring that all touch points and connections within the ecosystem are optimized to their fullest potential.

Vendor Management of Monetization Ecosystem – oversight and communication duties of ecosystem software components and their vendors, including management of vendor roadmap and change logs and general relationship nurturing.

Monitoring & Testing of Vendor Functional Releases – as ecosystem components release updates and patches, each is checked and tested to confirm all systems are working together as required by the business’ requirements.

Cross-Training of Monetization Ecosystem Components – process for training organizational resources on the appropriate software systems.

Security Oversight of Monetization Ecosystem – process for maintaining and controlling access and permissions to ecosystem components.

Data Stewardship Across Monetization Ecosystem – process of assigning ownership and sources of truth for data within the organization.

All Organizations

Daily, Periodic, or Ad Hoc Reporting (Extraction, Load, Report, Dashboard) – movement of data between domains to create single source of truth for reporting and dashboarding.

 

Technology:

The customer-initiated interactions domain is divided into two software categories.

  • E-Commerce – Software solutions that provide a platform for online selling. They typically provide integrated multi-channel, multi-site selling and can manage small B2C up to large enterprise B2B direct-channel selling of products and services.
  • Entitlement – Entitlement software solutions are used by software manufacturers and sellers that need to monitor usage, licensing, security, installation, and monetization.

Key Vendors

| E-Commerce |

ESSENTIALS

Founded: 2009
HQ: Austin, TX
Company Type: Privately Held
Website: www.bigcommerce.com
Delivery Method: Cloud

OVERVIEW

BigCommerce is a leading cloud e-commerce platform for established and rapidly-growing businesses. The platform combines enterprise functionality, an open architecture and app ecosystem, and market-leading performance. BigCommerce enables businesses to grow online sales with less cost, time and complexity than alternative on-premise software.

PRODUCT & SERVICES:

  • Customer Relationship Management (CRM)
  • E-Commerce
  • Payment Processing

TARGET MARKET

BigCommerce targets organizations in many industries and of any size.

CUSTOMERS

  • Kodak
  • Toyota
  • Paul Mitchell
  • CamelBak
  • Ben & Jerry’s

ESSENTIALS

Founded: 2008
HQ: Dallas, TX
Company Type: Privately Held
Website: www.broadleafcommerce.com
Delivery Method: Cloud

OVERVIEW

Broadleaf Commerce is an open-source, e-commerce framework written entirely in Java on top of the Spring framework. Designed for B2B and B2C, the platform works to simplify multi-channel commerce and digital experience management. The customizable and extensible platform allows targeted enterprise organizations to scale their e-commerce systems accordingly.

PRODUCT & SERVICES:

  • Customer Relationship Management (CRM)
  • E-Commerce
  • Marketing Automation
  • Product Catalog Maintenance
  • Payment Processing

TARGET MARKET

Broadleaf Commerce targets organizations in many industries. Target organizations are enterprise-class, commerce-driven organizations.

CUSTOMERS

  • The Container Store
  • O’Reilly Auto Parts
  • ICON Health & Fitness
  • Ganz eStore
  • Pep Boys

ESSENTIALS

Founded: 2009
HQ: San Francisco, CA
Company Type: Public
Website: www.cloudcraze.com
Delivery Method: Cloud

OVERVIEW

CloudCraze is built on Salesforce’s cloud platform and was acquired by Salesforce in April 2018. It has powerful B2B commerce capabilities to enable companies to deliver a more comprehensive personalized experience for their business customers throughout the buying process. CloudCraze helps market leaders grow sales, reduce costs, and increase customer satisfaction.

PRODUCT & SERVICES:

  • E-Commerce
  • Order Management
  • Marketing Automation
  • Payment Processing

TARGET MARKET

CloudCraze targets organizations primarily in the manufacturing and distribution, consumer goods, and software and media industries. Target organizations are medium to large enterprises.

CUSTOMERS

  • Coca-Cola
  • Cummins
  • Ecolab
  • Land O’Lakes
  • WABCO

ESSENTIALS

Founded: 1994
HQ: Minnetonka, MN
Company Type: Privately Held
Website: www.digitalriver.com
Delivery Method: Cloud or On-Premise

OVERVIEW

Digital River offers SaaS commerce, payment, and marketing services to B2B and B2C digital-product and cloud-service companies as well as branded manufacturers. Digital River’s various subscription and consumption models, recurring billing tools, and micro-transaction solutions give clients the ability to monetize globally.

PRODUCT & SERVICES:

  • E-Commerce
  • Order Management
  • Billing & Collection
  • Payment Processing
  • Marketing Automation

TARGET MARKET

Digital River targets organizations in many industries. Target organizations are of any size as well as geographic location.

CUSTOMERS

  • Microsoft
  • Lenovo
  • Adobe
  • Cisco WebEx
  • Kaspersky Lab

ESSENTIALS

Founded: 2000
HQ: Vancouver, BC
Company Type: Privately Held
Website: www.elasticpath.com
Delivery Method: Cloud

OVERVIEW

Elastic Path is an e-commerce software provider that offers digital commerce technology that maximizes revenue and creates excellent customer online experiences. The software is built on API-first architecture with solutions that are purpose-built to fully integrate existing technology stacks. Elastic Path’s open commerce products allow customers to adapt to frequent changes and demands of the world. Built-in flexibility combines omnichannel e-commerce with marketing clouds, enabling for the digital customer journeys that maximize engagement and drive revenue.

PRODUCT & SERVICES:

  • Customer Relationship Management (CRM)
  • E-Commerce
  • Order Management
  • Payment Processing

TARGET MARKET

Elastic Path targets organizations in many industries. Target organizations range from SMBs to enterprise organizations.

CUSTOMERS

  • Intuit
  • McGraw-Hill Education
  • T-Mobile
  • Garmin
  • Republic Services

ESSENTIALS

Founded: 1911
HQ: Armonk, NY
Company Type: Public
Website: www.ibm.com
Delivery Method: Cloud

OVERVIEW

IBM WebSphere Commerce is a component of the IBM Watson Commerce product line and offers a content management system, provides a personalized omnichannel shopping experience, and tightly integrates with other IBM and third-party products. WebSphere Commerce utilizes Watson AI throughout the software including AI enabled content delivery, commerce insights, customer experience insights, and advanced searching.

PRODUCT & SERVICES:

  • Customer Relationship Management (CRM)
  • E-Commerce
  • Configure-Price-Quote (CPQ)
  • Order Management
  • Service Delivery
  • Marketing Automation
  • Product Catalog Maintenance
  • Business Intelligence
  • Payment Processing

TARGET MARKET

IBM WebSphere can be utilized by any sized company. However, IBM primarily targets enterprise organizations. Organizations may be of nearly any industry and sell B2B or B2C.

CUSTOMERS

  • Carhartt
  • abof.com
  • Lindt
  • IKEA
  • Parker Hannifin

ESSENTIALS

Founded: 2008
HQ: Campbell, CA
Company Type: Privately Held
Website: www.magento.com
Delivery Method: Cloud

OVERVIEW

Adobe’s upcoming acquisition of the Magento Commerce Cloud will enable commerce to be integrated into the Adobe Experience Cloud, delivering a single platform that serves both B2B and B2C customers globally. The Magento Platform provides e-commerce, order management, and AI capabilities to users.

PRODUCT & SERVICES:

  • Customer Relationship Management (CRM)
  • E-Commerce
  • Order Management
  • Payment Processing
  • Marketing Automation

TARGET MARKET

Magento targets organizations in all industries with emphasis in fashion, food and beverage, health and beauty, and automotive industries. Target organizations are medium to large enterprises.

CUSTOMERS

  • Canon
  • Helly Hansen
  • Coca-Cola
  • Rosetta Stone
  • Jaguar

ESSENTIALS

Founded: 1977
HQ: Redwood City, CA
Company Type: Public
Website: www.oracle.com
Delivery Method: Cloud

OVERVIEW

Oracle Commerce Cloud, part of the Oracle CX, is an integrated and extensible solution which helps companies find, attract and engage with customers. It uses an API-first architecture and allows full storefront customization. Features include guided search, modern experience management, SEO optimization, and more.

PRODUCT & SERVICES:

  • Customer Relationship Management (CRM)
  • E-Commerce
  • Payment Processing
  • Marketing Automation
  • Order Management

TARGET MARKET

Oracle Commerce Cloud targets organizations in many industries and of any size.

CUSTOMERS

  • Moleskin
  • Corello
  • The Vermont Country Store
  • Team Sportia
  • Lenox

ESSENTIALS

Founded: 1999
HQ: San Francisco, CA
Company Type: Public
Website: www.demandware.com
Delivery Method: Cloud

OVERVIEW

Salesforce Commerce Cloud (acquisitions include Demandware and CloudCraze) is focused on personalized shopper journeys, predictive intelligence, and a unified commerce experience. Products offered in Commerce Cloud include Digital Sales, Order Management, Einstein, Endless Aisle, and B2B Commerce.

PRODUCT & SERVICES:

  • Customer Relationship Management (CRM)
  • E-Commerce
  • Order Management
  • Marketing Automation
  • Business Intelligence
  • Payment Processing

TARGET MARKET

Salesforce Commerce Cloud targets organizations in many industries and all sizes.

CUSTOMERS

  • Burton
  • Puma
  • Panasonic
  • Ethan Allen
  • L’Oreal

ESSENTIALS

Founded: 1997
HQ: Munich, Germany
Company Type: Public
Website: www.hybris.com
Delivery Method: Cloud or

OVERVIEW

SAP Hybris Commerce Cloud is a major provider of omni-channel e-commerce and product content management software with solutions for digital commerce, marketing, revenue, service, and sales. Its modular architecture is flexible and scalable, and SAP Hybris Commerce Cloud is pre-integrated with all other SAP Hybris products and SAP S/4 Hana and other solution suites.

PRODUCT & SERVICES:

  • Customer Relationship Management (CRM)
  • E-Commerce
  • Order Management
  • Service Delivery
  • Billing & Collection
  • Marketing Automation
  • Payment Processing

TARGET MARKET

SAP Hybris Commerce Cloud targets organizations in a wide range of industries. Target organizations range from small to large, both domestic and international who require scale and capability in their e-commerce systems. SAP Hybris Commerce Cloud brings expertise and innovation that these organizations need.

CUSTOMERS

  • Tommy Bahama
  • The Chamberlain Group Inc
  • Office Depot
  • SPAR
  • Doka Group

ESSENTIALS

Founded: 2004
HQ: Ottawa, Canada
Company Type: Public
Website: www.shopify.com
Delivery Method: Cloud

OVERVIEW

Shopify is a cloud e-commerce platform that allows merchants to manage all aspects of the business from products to customers whether online, in stores, or on the go. Shopify lets merchants personalize each platform while bringing all components for sales together and guiding customers through the process.

PRODUCT & SERVICES:

  • Customer Relationship Management (CRM)
  • E-Commerce
  • Order Management
  • Payment Processing
  • Marketing Automation

TARGET MARKET

Shopify targets organizations in the fashion, beauty, consumer electronics, food and beverage, and home furnishing markets. Target organizations are usually SMBs, but Shopify Plus offers enterprise-grade capabilities.

CUSTOMERS

  • Bombas
  • Gymshark
  • The Elephant Pants
  • MMA Warehouse
  • Peepers
 
 

FIND OUT HOW WE CAN HELP

If you’re ready to find out how ATG can help transform your company, give us a call at 1-866-805-4284, or click the button below.

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