Agenda Why E-commerce ? E-commerce - How ? Market scenario E-commerce benefits E-commerce roadmap

Shopping on the Net - Retail Stores

Shopping on the Net - Virtual Malls

E-commerce - Just Online Shopping? E-commerce is –Web enabling an organization’s core business –Improve customer service –Reduce cycle time while reaching customer –Increase productivity –Transact over the Internet

E-commerce - How ? E-commerce a flashback –Business to Business (Before Internet era) Exists since late 1970 in the form of EDI Purchase orders, Invoices, Shipping bills etc. Estimated US $150 billion trade in goods and services Private network and was expensive Only used by big businesses; out of reach of small business houses

E-commerce - How ? E-commerce takes place between –Business to Business –Business to Consumer

Market scenario A survey for Business to Business –Forrestor research predicts, Business to Business e- commerce to be $327 billion by 2002 A survey for Business to consumer –56% of all internet users buy on the net –Out of the 44% non buyers 67% plan to buy online in next six months

E-commerce - How ? Because of Internet –E-commerce is affordable to smaller business houses –It is available to even individuals That’s why –Business to Business –Business to Consumer

Business with Suppliers, Partners Automation purchase process Automation of payment process to suppliers

Partnering Programs

E-commerce a walkthrough A case study

Online Services

Case study The organization - Premier Training Firm. Market segment - Training services –Computer education –Training modules on latest technologies

E-commerce Applications Creating a Marketing Presence Selling / Transacting on the Net Collaboration within the organization Transaction with suppliers, partners

Case study Business problem / opportunity –Professionals were not able to commit regular learning time –The reach for center was limited –Making available new technology modules at the center –Flexibility of learning pace

Case study Solution - Web based learning –Created web site for On-Line Courses –Customized courses to web based format –Introduced online registration and payment –Linked the transaction to internal systems

Case study Web site development process –User interface design based on the target audience –Graphics theme set for the site –Media decisions were taken depending on bandwidth –ISP infrastructure analyzed and web site hosted

Case study Customized courses to web based format –Existing instructor led course were analyzed –Instructional design for the target user –Graphics design to appeal the target user –Intuitive User navigation

Case study Online registration and payment process –Product details on the web for a potential enquiry –Accept registration for a course –Accept payment –Give a registration number –Fix duration of the course –Provide the course

Case study Online registration and payment process –Track the progress of the student –Course assistance by experts through –Online chat session by expert trainers –Online examination –Certify

Case study Linked the transaction to internal systems –Workflow designed to suit web based training –All centers connected to the central database

Case study Solution - Technology used –A backend database - Informix used to hold all course material –Template based course delivery systems was chosen - Informix -universal web connect –IBM’s QuickSET payment gateway used for electronic transaction –Lotus Notes with Domino server used for internal system workflow automation

Case study Business solution / opportunity –Solution addressed all the problems –Catered a new sophisticated market –Internal trainers also got trained on new technologies faster –Key Competitive Differentiator.

Customer Service

Marketing Applications Have a web presence (Website) –Company information –Product information –Customer feedback Transactions with customers –Automation of payment systems –Automation of first level of service support –Delivery mechanisms (logistics) –Link to internal systems

E-commerce - how ?

E-commerce roadmap Stage 1- Have a web presence (Website) Stage 2 - Messaging and Publishing Stage 3- Collaboration within the organization (Intranet) Stage 4 - Transaction with suppliers (similar to EDI) Stage 5- Transactions with customers

E-commerce stages Stage 1- Have a web presence (Website) –Company information –Product information –Customer feedback

E-commerce stages Stage 2 - Messaging and Publishing – –Information dissemination

E-commerce stages Stage 3 Collaboration within the organization (Intranet) Workflow automation

E-commerce stages Stage 4 - Transaction with suppliers (similar to EDI) –Automation purchase process –Automation of payment process to suppliers

E-commerce stages Stage 5 - Transactions with customers –Automation of payment systems –Automation of first level of service support –Delivery mechanisms (logistics) –Link to internal systems

Components of an E-commerce S O L U T I O N Intranet Transactions Website Consumer Supplier Internet

E-COMMERCE IMPERATIVES Business Processes Reengineered. Choice of Technology Frameworks. Cultural Adaptation. Training all Stakeholders. Phased Market Introduction. Benefit Realisation Plan.