Ecommerce retail business pain areas:
· Slow website and checkout process. ...
· No customer support. ...
· Inconsistent information on advertising channels (e.g., advertising products out of stock) ...
· Lack of product information. ...
· Hidden fees.
Let us explain them and see how IT can play major role:
· Slow website and checkout process
o Improper planning of Servers/Data Centre Resources
o Application has inherent loops or wrongly written Ad Ins
o Network issues
o Malware attack
· No customer support
Absence of critical Product/Service information
E Commerce Voice Agents :lack of knowledge/incompetence/lack of sincerity
Customers awareness issue of complaints
Ticketing system and workflow not working
· Inconsistent information on advertising channels (e.g., advertising products out of stock) ...
Inconsistent information in different channels
Improper communication strategy
Integrity of data in different chane
· Lack of Product Information
Inadequate product/service data available at site
Confusing wording
· Hidden fees:
Suppliers are imposing fees which are not known to E Commerce companies
In consistent Hosting fees
Technologies generally deployed:
Electronic commerce draws on technologies such as mobile commerce, electronic funds transfer, supply chain management, Internet marketing, online transaction processing, electronic data interchange (EDI), inventory management systems, and automated data collection systems.
Analyse if the core strength of your company can bring in new techniques in each area and can cause better user experience
What are the challenges of different technologies deployed:
Gross Challenges
o Cost of deployment increase every year . This includes License fees which are proportional to the new infrastructure and increase from suppliers on rate card, man power contract cost,Cloud computing cost which increases with increase of Data size and also geography added, also regulation and compliance, new software support cost etc
o Upgrade not happening in time and system is prone to malicious attack
o Network failure at key hours
o IT Helpdesk team attrition and absence of Knowledge Management
o Change Management issue where the new systems are not welcome and used properly
o Enhanced expectation of users and reduction of ABP
o Technologies getting obsoleted
o Data Back up issue
o Interface failure issue
o IT Security/Privacy acts and regulation
o Disaster management in real time
Challenges Specific to customers:
o Customers expectation of application changes:
o Which is asked and what is in mind of customer often gap
o Customers expecting everything on line although the end point used by them are not competent to handle load
o Supply Chain issue:
o Distributor stock and factory stock updation
o Improper forecast and thereby cash blocked
o No clear dashboard or MIS showing the demand vas availability to promise
o Unattractive GUI:
o GUI to be attraction in all media
o Competition information
How IT Service company can help:
< Use one paragraph showing key strengths and how exposure in different technologies will be used >
1. Apply DITLOC ( Day in the Life of Customer) : walk with them to understand pain
2. Introduce AI/ML based BOT to take care of routine work
3. Help customers to fine tune their existing app and remove at least 80% of the pain points
4. Unified Support in AMS mode where Customer CIO needs not coordinate with many vendors and Mindtree can provide a console based support
5. Holistic approach to streamline the Supply chain issue
6. You can connect with CIO and explain each and every points and show how each of your BU can act individually and also collectively to solve issues..
7. Convert your mindset from a Sales Person to a Problem solver /Service oriented,If you can solve at least three critical issues ,it will help you to win them over
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