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eCommerce Helsinki 2016_Anders Innovations & GlobalSign_16th march, 2016, Helsinki_Halima, Sucksdorff

Identity and Success Management Drives B2B & B2C eCommerce Success

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eCommerce Helsinki 2016_Anders Innovations & GlobalSign_16th march, 2016, Helsinki_Halima, Sucksdorff

  1. 1. Identity and Access Management Drives B2B & B2C eCommerce Success Timo Halima, Anders Innovations Oy Erik Sucksdorff, Global Sign ltd. Helsinki 2016, eCommerce 16th March, 2016, Helsinki
  2. 2. AGENDA VP BUSINESS DEVELOPMENT ERIK SUCKSDORFF 5 Q&A 2 eServices Maturity Model 3 Topical Themes (Omni, linking, delegation, mobile) 4 Case Examples & User Stories TIMO HALIMA BUSINESS DIRECTOR 1 Digital crossroad
  3. 3. Positioning Anders in eBusiness TAILOR-MADE ADDED VALUE SERVICES AUTOMATED PROSESSES DIGITAL ONLINE BUSINESS SOLUTIONS 30 employees 3 million revenue 300 > customers > 1700% increase (2013-2015)
  4. 4. “It will no longer be enough to produce a useful product. In order for a product to be successful, its primary purpose will be the ability to fulfill an emotional need.” Consumer Paradigm (The Dream Society, Rolf Jensen 2010)
  5. 5. * = touchpoint is any time a potential customer or customer comes in contact with your brand – before, during, or after they purchase something from you. Which Customer Touchpoints Matter in eCommerce?
  6. 6. Cold Facts of Millennials – Online Marketing • Mobile Dimension: On Black Friday 2015, 36.16 % of online sales were generated via mobile devices, up from 27.91 percent in the previous year (total amount of 10,4 billion dollars). • Social Media Behaviour: Percent of 18-34 year olds who check Facebook before they get out of bed 28 % (users 1,440,000,000). • Consumer Online Behaviour: • 84% of online shoppers refer to at least one social media site for recommendations before shopping online. • 71% of shoppers believe they will get a better deal online than in stores. However, an average of 88% of all online shopping carts are abandoned in 2013 (source: UPS Pulse of the online shopper). • Shoppers spend 30% more per order when free shipping and/or shipping information is included. • Gap potential: Information consumers (3rd) vs. information providers (17th) (Forrester 2015)
  8. 8. Can Your Company Survive the next 5 years with its present digital underpinning?
  9. 9. The Future of Digital eCommerce: Tips for better Customer Experience Create a new architectural approach (Omni Channel). • Through microservices and integration a unified customer experience by combining customer data, business rules and functionality. Make a plan for “a long-term relationship” across all channels with your customers (Leverage Customer Data). • Added value by providing customers a relevant information. • Case Victoria Secret and Walmart. Take advantage of opportunities created by emerging technologies and architectures (Bimodal IT Strategy). • Seek opportunities to enable new business potential capability and (possibly) fail fast. ///// ///// /////
  10. 10. About GlobalSign Boston London Helsinki IAM Center Brussels & Paris CA Infrastructure Singapore CA Infrastructure Tokyo Philippines Offshore services India Offshore services 300 employees > 5,000 global partners > 30,000 customers > 10m identities issued, 2.5M live SSL Certs
  11. 11. • Disconnected services and user IDs • No self service feature Businessgrowth,usabilitycostsavings • Web Single Sign-On • Self-service password management • Business role modeling • Self-services, delegated management • Trusted business networks • Service use based on CRM information Maturity Model 0 1 2 3
  12. 12. OMNI
  13. 13. Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement. (Aberdeen Group) 89% of customers get frustrated having to repeat their issues to multiple representatives. (Accenture) 77% of strong omnichannel companies store customer data across channels, compared to 48% for weak omnichannel companies. (Aberdeen Group) By 2020, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution. (PricewaterhouseCoopers) Source: need-know/ THE TREND ///// ///// ///// /////
  14. 14. Better conversion – overcoming 70% registration hurdle, reducing the 70% cart abandonment rate. Improved customer experience and higher rate of returning customers. Cost savings through better self-service functions. Improved data accuracy for customer information in the CRM – Each year 30% of CRM information becomes inaccurate. THE NEED ///// ///// ///// /////
  15. 15. Unified Customer eXperience through multiple channels Ability to utilize more than one digital identity Easy & effortless registration CX ///// ///// /////
  16. 16. LINKING /
  17. 17. CRM linking allows your sales people to invite their business customers from the CRM Reducing the % of inaccurate data Access is based on contract information within the CRM CRM ///// ///// ///// IAM REST Your CustomersYour Enterprise
  18. 18. DELEGATION IAM Your CustomersYour Enterprise REST Add contacts Update contacts Optional
  19. 19. SECURITY IAM SSO Your CustomersYour Enterprise
  20. 20. Spearheading Innovation Case
  21. 21. The worlds first online eCommerce site for forest owners – Over 120 000 member-owners Multitude of services – Caretaking – Online wood trade and buying of forest services – Planning (e.g. cash flow) – Investments to shares of Metsäliitto cooperative – Electronic filing and sending of annual tax return form  Facilitating the raw material acquisition of Metsä Group forest industries IAM provides – Secure access to the portal (large transactions) – Approvals for properties with multiple owners – Role based access control METSÄ FOREST ///// ///// /////
  22. 22. New Online Service for Cruise Passengers Case
  23. 23. Duty-free pre-order shop for cruise passengers Possibility to pre order alcohol beverages – Pick up when arriving back to the home harbor Age verified with strong authentication – BankID VIKING LINE CRUISES ///// ///// /////
  24. 24. Improving Customer Experience Case
  25. 25. STOCKMANN Strong authentication solution to automate approval of consumer credit applications – Customers apply for a credit as part of their on-line shop check-out procedure – Strong authentication provides necessary identity information for the automated credit check /////
  26. 26. Cost Savings, Improved CX, New Business Case
  27. 27. DNA B2B, B2C web service to enable self- service of subscriptions users, authorizations Single identity across DNA services, business and consumer, also employees New Business: cloud brokerage ///// ///// ///// European Identity Award: Best B2B IDM - Project
  28. 28. Channel for Sales, Technical Support & Customer Service Case
  29. 29. PLANMECA B2B extranet for global distribution channels Invitation workflow embedded in CRM Delegated administration of users and roles Single identity across Planmeca services, also for employees ///// ///// ///// /////
  30. 30. RECAP
  31. 31. THANK YOU! QUESTIONS? LIKE US FOLLOW US VISIT US GlobalSign SSL @globalsign GMO GlobalSign