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NetSuite Suitecommerce-Ponziano Ciampi
The document discusses the transformation of businesses through NetSuite's SuiteCommerce platform, emphasizing its ability to manage multiple marketplaces, currencies, and customer experiences. It highlights the importance of omnichannel strategies in enhancing customer satisfaction and increasing sales. Additionally, the platform offers robust inventory management and order orchestration to unify online and in-store operations.
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NetSuite Suitecommerce-Ponziano Ciampi
- 1. TRASFORMA LA TUAAZIENDA IN UN #1 Countdown per accelerare il tuo business con il Cloud ERP NetSuite #CD4T16 // 14 Aprile 2016 // Assago Milanofiori Ponziano Ciampi NetSuite Suitecommerce, un’unica piattaforma che supporta multipli marketplaces, country, linguaggi, tassazioni e valute
- 2. Relevant and Continuous Conversations Onlineand In-Store Experiences Buy Anywhere, Get Anywhere, Return Anywhere
- 3. Can’t return instoreBought online
- 4. OUT OF STOCK ONLINE Butavailable at local storeItem out of stock online
- 5. Discovers item isn’tavailable in storeSees item online
- 6. Some Other Time Customer leavesIn store,but doesn’t purchase
- 7. Receive email promotionforsame itemPurchased an item in store
- 8. No follow-up emailsto close saleAbandoned cart items
- 9. What’s next is anyone’sguess Multiple business models is the norm Customer experience is king Today’s Commerce Challenges
- 10. Systems redesigned around thecustomer, not channels Foundational orientation around the customer The Way Forward
- 11.
- 12. Omnichannel customer view Integratedcustomer service Personalization and segmentation SuiteCommerce Delivers Full transaction history One truth across all channels Lifetime profit measurement Business Driver 360o Customer View
- 13. Innovative Experiences SuiteCommerce Delivers BusinessDriver Responsive design starter store Future-proof architecture B2C caliber experience Consistent and compelling experiences Differentiation Performance and scalability Support multiple devices Industry-standard technology
- 14. SuiteCommerce Delivers Business Driver Manageorders from multiple channels Real-time inventory visibility for business and customer Connect global supply and distribution chains Centralized order & inventory management Continuity and subscription orders Countless inventory locations Customizable order routing rules Unification of supply chain and customer demand Intelligent Order Orchestration
- 15. SuiteCommerce Delivers Business Driver Unlockglobal opportunity Complexities of multi-language, -currency, and -tax Separate systems make expansion cost-prohibitive Multiple business models and brands Multi-language, -currency, -tax B2C and B2B on same platform Multi-site capability speeds growth Unlimited subsidiary reporting Native translation of UI Unlimited Expansion
- 16. SuiteCommerce Delivers Business Driver Maintainingseparate systems Fragmented development expertise Real-time, company-wide data visibility Implement and enforce business logic once, everywhere Unified ecommerce and in store with backend business systems No integration costs Seamless upgrades, always on latest release Enterprise-wide data visibility Single Cloud-Based Platform
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- 18. Design the Experience You Wantfor Your Brand
- 19.
- 20. SuiteCommerce InStore Unifying Onlineand In-Store Experiences
- 21. Stores Are NotJust Showrooms Return Locations Testing Labs Instantaneous Pickup Places Help Desks Digitally-Enabled Inspiration Sites Purchase Points Shipping Centers
- 22. The Value ofthe Physical Store Evolves of shoppers want access to reviews and ratings in store78% of shoppers want to return items to a nearby store42%of retailers accept returns of online orders in store49%
- 23. Deliver a unifiedshopping experience Build strong customer loyalty Omnichannel servicing Intuitive, efficient, full featured point of sale Digital selling tool Mobile ready Customer 360 Enterprise wide inventory visibility SuiteCommerce InStore: Transform the Store
- 24. Designed for Mobility Full-featured,intuitive Point of Sale UI designed for touch tablet screens
- 25. Omnichannel Servicing Full visibilityof orders started or finished in any channel Carts and product lists available in all channels Endless aisle
- 26. Digital Selling Upsell andcross sell context-aware recommendations Dynamic merchandising 360-degree customer view
- 27. The Clustin OmnichannelPlatform ERP - 3PL - ePay Marketplaces Price Comparison Repricing Webstores Connectors BRANDED MANUFACTURES RETAILERS Selling Channels Retailers Channel Partners Resellers
- 28. Order Management Enablesthe Ultimate Omnichannel Goal Ship to Store Buy Anywhere Fulfill Anywhere Return Anywhere
- 29. Omnichannel Order ManagementProvides Significant Business Value and ROI Satisfied omnichannel shoppers buy more Higher customer satisfaction, retention, re-order/ renewal Avoid lost sales due to stock-outs Expand assortment without expanding store footprint Store fulfillment drives incremental store purchases More effective cross-sell and up-sell Happy customers advocate your brand React quickly to changing market demands Increase Revenue
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Editor's Notes
- #7 SHOWROOMING
- #10 TALK TRACK: Today’s Commerce Challenges Customer Experience is King Businesses cannot win new and keep existing customer on price alone. Customers are now in the driver’s seat, dictating to businesses how they want to interact with brands anytime and anywhere. If customers don’t like the experience the brand provides, the competition is just a click away. It is up to businesses to provide a relevant and personalized omnichannel experience where shoppers can buy, get and return anywhere. Multiple Business Models is the Norm Selling and buy relationships are constantly changing. Traditionally only sold to end customers (B2C), now everyone is. Manufactures who once exclusively sold to distributors, are now selling direct to consumers, who then also sell direct to consumer (B2B2C). Can your systems support the demands and needs of the new breed of buyers and sellers? What’s Next is Anyone’s Guess Today its smartphones and tablets, what devices, gadgets or hot markets will you need to be ready for? Most businesses do not have the infrastructure to support all these devices today. How do you solve for today’s challenges while future-proofing your business for tomorrow?
- #11 TALK TRACK: The Way Forward To solve for these challenges: 1) Businesses need to fundamentally change to focus on and understand their customers and then turning that insight into an advantage. It requires creating an organization that is channel agnostic. 2) The IT systems used to support your business need to be designed to support the expectations of customer instead of supporting sales channels.
- #12 TALK TRACK: Customer Commerce The orientation around the customer experience is frequently called omnichannel commerce or, more accurately Customer Commerce. NetSuite believes how you are able to provide this omnichannel experience is by: - Having a 360-degree view of your customers - Enabling business to provide innovative customer experiences anytime, anywhere, on anything - Intelligently manage orders from all channels efficiently and cost-effectively to meet customers’ expectations to buy, fulfill and return anywhere - Providing the flexibility and agility to expand your business to support any opportunity - All of this supported on a single, cloud-based platform Let’s talk about each of these.
- #13 TALK TRACK: 360-degree Customer View Business Drivers - See the full transaction history of a customer across all channels and brands - One view of all customer transactions and interactions across any channel - Because of siloed systems for each channel, businesses can only see what the customer value is for each channel, limiting them to understand the true lifetime profit of the customer SuiteCommerce Delivers SuiteCommerce enables consistent and personalized cross-channel experiences, targeted marketing and superior customer service with a single view of all customer interactions and transactions across all touchpoints and channels. Truly Know Your Customers. Get a single cross-channel view of every customer to provide consistent and personalized service, build loyalty, deepen relationships and grow lifetime value. Personalized Experiences. Increase sales by segmenting customers to drive engaging and personalized shopping experiences, marketing campaigns and promotions. Customer Highlight: Maclaren Baby Strollers The inventor of the umbrella stroller, Maclaren sells its products in over 50 countries, through more than 2,100 retail partners and through its ecommerce website Maclarenbaby.com. Previously, Maclaren required multiple, disparate systems to run its business, which were costly and time-consuming to maintain and resulted in complex integrations and customizations that limited growth and prevented the business from keeping up with customer expectations. SuiteCommerce Advanced is used to run its global B2C and B2B business from a single, unified commerce platform. Maclaren uses SuiteCommerce to power its ecommerce, inventory management, order management, marketing, warehouse management, manufacturing, customer support and financials.
- #14 TALK TRACK: Innovative Experiences Business Drivers - Businesses are looking to differentiate their brand - Website needs to provide the performance and scalability to grow - Support multiple devices/gadgets that are used today as well as in the future - Website technology must be based on industry-standard technology SuiteCommerce Delivers SuiteCommerce allows the rapid creation of unique, personalized and compelling mobile, web and in-store experiences to differentiate your brand and exceed customer expectations. Design the Experience You Want for Your Brand. Pixel-perfect design capabilities and unlimited layout control enables designers to create any customer experience, from altering the page layout to changing the interaction design. Any Device. Responsive web design allows you to build device-optimized online shopping experiences that display elegantly across all devices, from mobile phones to tablets to laptops to desktops. Plus, you'll have only one platform, instead of maintaining multiple fragmented systems and user experiences. Customer Highlight: Universal Watch Co. (UWC) As a distributor of high end jewelry and watches, selling to retailers as well as direct to consumer, the SuiteCommerce website for UWCs’ direct to consumer business provides on a “Build a Watch” configurator, which provides their customer with a unique and engaging online experience. Check out the configurator: http://teno.com/Boccia-Titanium/Boccia-Watches/Boccia-Watch-Configurator
- #15 TALK TRACK: Intelligent Order Orchestration Business Drivers - Businesses need to support orders coming from multiple channels - Accurate visibility into inventory levels is needed for the business as well as to customer - Must be able to connect your supply and distribution chains to effectively manage inventory and fulfill orders to meet customer expectations to buy and fulfill anywhere SuiteCommerce Delivers Meet customer expectations to buy, fulfill and return anywhere while maximizing profitability by centralizing order management and having a single view of inventory across all channels and the supply chain. Fulfill Orders Quickly and Effectively. Manage orders from multiple channels — POS, web, call center, mobile, kiosk — all in one place. Customers, suppliers and partners always know exactly what's happening with every order. Process orders faster, have more satisfied customers and lower operational costs. Optimize Inventory. Real-time, enterprise-wide inventory visibility, including stores, is key to enabling a buy anywhere, fulfill anywhere experience. Reduce excess inventory, capture lost sales and promote the most profitable products to your customers. Better Manage Suppliers and Stock Levels. Connect global supply and distribution chains to ensure real-time information sharing, better coordination, increased responsiveness and shortened time to market. Customer Highlight: Design Within Reach Design Within Reach, a multichannel retailer of authentic modern furniture, is using NetSuite to power its core financials / ERP, inventory management, point-of-sale (POS) and order management processes. This solution is allowing the company to drive growth, improve efficiencies and deliver exceptional customer service with a single view into customers and inventory across the enterprise. NetSuite’s unified data set can give management access to real-time customer, financial, sales, orders and inventory information to power operations in an omnichannel retail environment that includes an online store; 40 retail Studios across the U.S., Canada and Mexico; and a retail outlet in Secaucus, N.J., enabling Design Within Reach to provide an exceptional customer experience no matter the location or channel.
- #16 TALK TRACK: Unlimited Expansion Business Drivers - International expansion provides a great growth opportunity for many businesses - The complexities of supporting multiple languages, currencies and tax can be big - Running separate systems/solutions in each country becomes very complicated and cost-prohibitive - Need to support multiple business models within a company (b2b, b2c, b2c2c, etc) SuiteCommerce Delivers Quickly deploy sites for multiple business models, channels, brands, countries, currencies and languages all on the same platform. Expand Globally. Run your business around the world from a single platform that supports multiple countries, languages, tax rates and currencies. NetSuite supports 190 currencies, 19 languages, and automated tax compliance in over 50 countries. Multiple Brands, Multiple Sites. Create and manage multiple websites for individual brands, geographies and business models—all from a single site instance. Any Selling Model. Combine business-to-consumer (B2C) and business-to-business (B2B) selling models on a single platform with a dramatically lower investment and without the need to maintain separate systems. Customer Highlight: Williams-Sonoma Multi-channel retailer of high-quality products for the home, Williams-Sonoma, is using SuiteCommerce to power its international expansion. Expansion first started with the stores and websites in Australia for each of the brands—Williams-Sonoma, Pottery Barn, Pottery Barn Kids, and West Elm—were launched simultaneously in an integrated multi-channel approach. Continued expansion includes support for the West Elm website and store in the UK. Williams-Sonoma implemented NetSuite's CRM capabilities to support customer care center sales and support functions and utilized NetSuite's ERP capabilities to manage procurement, order and inventory management, order reconciliation, fulfillment-based revenue recognition, and financial reporting. NetSuite POS and SuiteCommerce Advanced are used to support front end in store and website experiences. Multiple brands are supported on the same SuiteCommerce platform provided the critical speed, cost reduction and agility advantages to accelerate time to value with flexibility to readily expand the solution to enter new global markets.
- #17 TALK TRACK: Single Cloud-Based Platform Business Drivers - The cost and fragmented development and maintenance resources to support separate systems and solutions for each channel is a challenge - Need real-time, company-wide visibility to data to run the business better SuiteCommerce Delivers Deliver true omnichannel shopping and service experiences through a single commerce cloud platform that combines ecommerce, in-store POS and order management with your back office systems. One Complete Commerce Platform. Eliminate integrations between separate systems with natively unified ecommerce, POS, inventory and order management, marketing, merchandising, customer service and financials. Run Your Business Better. Gain unprecedented real-time visibility across your business by bringing fragmented sources of data into a single repository to make informed, timely business decisions. Ultimate Business Agility. Cloud-based solution provides the flexibility and adaptability needed to keep up with the pace of business, reduce operational costs, increase efficiencies and eliminate the hassles of managing hardware and software. Customer Highlight: Ibex Maker of high quality outdoor merino wool clothing designed is leveraging NetSuite’s integrated platform to run its entire business operations, from financials, order and inventory management to CRM and ecommerce. It has achieved outstanding gains in efficiency and an increase in sales since going live on NetSuite and launching its ecommerce site on the SuiteCommerce platform. In the final phase of its implementation, Ibex launched NetSuite POS to power the POS systems at its retail stores in Seattle and Boston. With NetSuite serving as its core platform, Ibex is able to dramatically improve end-to-end operational efficiency and seamlessly serve all customers from one central platform.
- #18 TALK TRACK: Now we are going to discuss the features of our ecommerce product, SuiteCommerce Advanced.
- #19 Talk Track Design the Experience You Want for Your Brand With pixel-perfect design capabilities and unlimited layout control of SuiteCommerce Advanced, create uniquely branded and engaging shopping experiences optimized for any device.
- #20 TALK TRACK: Mobile SuiteCommerce provides a mobile commerce solution with responsive web design (RWD) technology. Responsive design enables sites to display across all devices including desktops, mobile phones and tablets.
- #21 TALK TRACK:
- #22 TALK TRACK Compelling omnichannel experience examples Shopping in store, she isn’t ready to decide, sales rep adds to online cart for later check out Items in cart on line (abandoned or not), suggested to customer in store, removed from cart if purchased in store Online benefits brought in store – product details, reviews, and personalized recommendations unified and seamlessly presented by sales associates Purchase product both in store and to be delivered in one transaction, with promotions and pricing applied Understand specific issues a customer had with a previous product in order to suggest a replacement, without the customer needing to explain it to the sales person (help desk or reviews)
- #23 TALK TRACK Compelling omnichannel experience examples Shopping in store, she isn’t ready to decide, sales rep adds to online cart for later check out Items in cart on line (abandoned or not), suggested to customer in store, removed from cart if purchased in store Online benefits brought in store – product details, reviews, and personalized recommendations unified and seamlessly presented by sales associates Purchase product both in store and to be delivered in one transaction, with promotions and pricing applied Understand specific issues a customer had with a previous product in order to suggest a replacement, without the customer needing to explain it to the sales person (help desk or reviews)
- #24 TALK TRACK: SuiteCommerce InStore: Transforming the Store Experience Built on SuiteCommerce Advanced platform Digital Selling Tool - Device Agnostic Customer 360 Omnichannel Endless aisle Ship from store Pickup from store Point of sale
- #25 TALK TRACK SCIS was built for tablets to enable sales associates the mobility to engage shoppers anywhere in the store UI designed for touch tablet screens iOS target optimized for a variety of tablet sizes (mini through full) Fully featured Point of Sale allowing sales associates to take transactions from anywhere in the store Commoditized hardware with software delivered via the cloud drastically reduces TCO and roll out costs
- #26 TALK TRACK SuiteCommerce InStore (SCIS) empowers retailers to disrupt their competition with engaging, unified experiences for their shoppers Carts and product lists available in all channels Endless aisle allows for purchase of any product from any location in the enterprise delivered anywhere Full visibility of orders started or finished in any channel Insight into complete customer brand interaction visibility, including call center, help desk, and marketing
- #27 TALK TRACK SCIS up levels sales associates by providing intelligent and relevant information at the right time for each shopper engagement Upsell and cross sell context aware recommendations in transaction and product detail pages Rich product information including images and reviews Enterprise wide inventory visibility to save every sale Instant understanding of a customer with actionable 360 profile
- #29 TALK TRACK: Order Management enables the key processes retailers need to achieve the ultimate omnichannel goal – buy anywhere, fulfill anywhere, return anywhere