Perficient is an information technology consulting firm focused on helping clients optimize business processes and improve customer loyalty through technology solutions. The document outlines the importance of understanding customer struggles in eCommerce to improve conversion rates, highlighting key statistics about consumer behavior and the effectiveness of IBM Tealeaf for monitoring customer interactions. Additionally, it emphasizes the firm's expertise in various technology solutions, including mobile optimization and compliance support.

1. Improve Conversion Rates Through Complete
Insight into Customer Struggles
With
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2. About Perficient
Perficient is a leading information technology consulting firm serving clients throughout
North America.
We help clients implement business-driven technology solutions that integrate business
processes, improve worker productivity, increase customer loyalty and create a more agile
enterprise to better respond to new business opportunities.

3. Perficient Profile
• Founded in 1997
• Public, NASDAQ: PRFT
• 2013 revenue ~$373 million
• Major market locations throughout North America
• Atlanta, Boston, Charlotte, Chicago, Cincinnati,
Columbus, Dallas, Denver, Detroit, Fairfax,
Houston, Indianapolis, Los Angeles, Minneapolis,
New York City, Northern California, Oxford (UK),
Philadelphia, Southern California, St. Louis,
Toronto and Washington, D.C.
• Global delivery centers in China, Europe and India
• >2,200 colleagues
• Dedicated solution practices
• ~85% repeat business rate
• Alliance partnerships with major technology vendors
• Multiple vendor/industry technology and growth awards

4. BUSINESS SOLUTIONS
Business Intelligence
Business Process Management
Customer Experience and CRM
Enterprise Performance Management
Enterprise Resource Planning
Experience Design (XD)
Management Consulting
Our Solutions Expertise
TECHNOLOGY SOLUTIONS
Business Integration/SOA
Cloud Services
Commerce
Content Management
Custom Application Development
Education
Information Management
Mobile Platforms
Platform Integration
Portal & Social

5. Improve Conversion Rates Through Complete Insight into
Customer Struggles
Eric Tran, Sr. Manager of Product Marketing, IBM Tealeaf

6. Today’s Consumer is More
Demanding Than Ever
58%
are more price‐conscious
today
than they were a
year ago
70%
of a B2B purchase
decision is made
before a rep is
contacted
63%
increase in
mobile sales on
Black Friday 2012
vs. 2011
71%
of smartphone
users compare
prices in stores
5.9B
mobile phone
subscribers across
the globe in 2013
92%
of consumers
research online and
seek opinions via
earned media
before a purchase

7. Bad customer
experiences are more
dangerous than ever.
7

8. Limited Visibility Into Key Aspects
of Ecommerce

9. WWW.
WWW.
WWW.
X
User Journey
Comes to a digital property
Looks for product/service
Initiates purchase process
Repeat a step several times
Abandons purchase process

10. WWW.
WWW.
WWW.
X
Behind the Scenes – IT
Infrastructure
APM Services Status
Application Servers ‐ SLA

Database Monitoring

Middleware Monitoring

Network Monitoring


11. WWW.
WWW.
WWW.
X
Behind the Scenes – Contact Center
Comes to a digital property
Looks for product/service
Initiates purchase process
Repeat a step several times
Abandons purchase process
Small %
Knowledge Base
Data

12. Behind the Scenes – eBusiness & Marketing
WA Data Status
Unique Visitors

Page Views

Up Time

Conversation Rate

Digital Marketing
Solutions
WWW.
WWW.
WWW.
X
IT
Root Cause Analyses

13. Behind the Scenes – Lack of Visibility
Digital Marketing
Solutions
Web Analytics
Solutions
Infrastructure
Without understanding Why and
fixing the problem, all other services
and solutions are either ineffective or
inefficient
WWW.
WWW.
WWW.
X
IT
Root Cause Analyses

14. The Gap - No Visibility into
Why Customers Succeed or Fail
Server
Logs
Performance
Metrics
IT
Calls
Emails
Surveys
Customer
Service
Funnel
Reports
Business
Trends
Business
But why did customers
succeed or fail on our site?

15. The Gap - No Visibility into
Why Customers Succeed or Fail
Server
Logs
Performance
Metrics
IT
Interactions
Calls
Emails
Surveys
Issues
Customer
Service
Funnel
Reports
Business
Trends
Business
Actions
Tealeaf Captures Every Customer, Every Interaction, Every Time

16. As-it-Happens Awareness To Eliminate
Further Struggle And Make More Customers
Successful

17. Realize Risk-Adjusted Payback
in Less than Three Months
Typical three-year risk-adjusted results
249% ROI
7.3 months payback period
USD14,909,501 total net present value
SOURCE: Forrester Consulting, The Total Economic Impact™ Of The Tealeaf Customer Behavior Analysis Suite, Norman Forbush,
August 2013. Report commissioned by IBM Tealeaf.
Note: Benefits found in this study were risk‐adjusted and were achieved over a three‐year period.

18. IBM Tealeaf Used for Transactional
and Self-Service Sites
 44 of the Internet Retailer Top 100; 7 of the top 10 online
retailers
 8 of 10 of the Top Bank Holding Companies
 9 of the 12 Largest P&C Insurance Companies in North
America
 10 of 12 of the most booked travel portals
 50% of the top US airline carriers
 All Major North American Wireless Providers

19. • Improve Conversion Rates
– Identify struggles
– Quantify business impact
– Proactive monitoring
• Optimize Mobile Channel
– Identify mobile struggles
– Quantify business impact
– Proactive monitoring
• Improve Contact Centers
– Improve first call
resolution
– Reduce escalation
– Generate revenue
Potential Tealeaf Use Cases
• Fraud Forensics
– Provide actionable
insights for committed
frauds
– Proactive actions to
enhance security and
fraud prevention
• Compliance
– Provide PDF format for
long-term storage of
transactions
– Support records
management
– Support compliance

20. As a reminder, please submit your
questions in the chat box.
We will get to as many as possible.

21. DEMO

22. Partnering with IBM to $ave Our Clients!
Sameer Peera, General Manager, Perficient

23. Perficient's Tealeaf Practice
Key Highlights
• Industry Awards/Certifications
– IBM ISSW Gold Accreditation
– IBM Coremetrics/Commerce SaaS
– IBM Tealeaf
– IBM Smarter Commerce
• Tealeaf Practice
– 10+ Certified team members
– Leadership team with 16+ years experience
– Co-developed IBM certification
– Advanced implementations dating back to v3
– IP/Assets for events/reports/deployments
• Expertise
– Strategy & Roadmap
– Deployment & Integration
– Measure/Monitoring (Dashboards)
– Data Analysis/Remediation
– Training & Enablement
The Enable Methodology

24. Questions? Meet our Panelists:
Michael Forhez, Practice Director of
Consumer Markets, Perficient
Eric Tran, Sr. Manager of Product Marketing,
IBM Tealeaf
Sameer Peera, General Manager, Perficient

25. Thank you for your participation today.
Please fill out the survey at the close of this session.

26. Daily unique content
about content
management, user
experience, portals
and other enterprise
information technology
solutions across a
variety of industries.
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Twitter.com/Perficient
For more information contact:
Katie.Hull@Perficient.com