1. E-Commerce Case Studies Presented by Oliver Dempsey

2. Case Study Practical Points Updating Products Sourcing product information Updating products Special Offers Delivery Rates & VAT Payment methods Delivery Method Packaging Order Notification Customer loyalty Marketing & Advertising Using the Website as Catalogue Educating the Customer Visitor Tracking Automating Accounts and Ordering

3. Websites used in case Studies www.Diskovery.ie (Educational Software)www.Diskovery.ie www.nowafflecomputers.ie (Computers and Consumer Electronics)www.nowafflecomputers.ie

5. Updating Products

7. Sourcing product information Suppliers websites Catalogues on CD and Hard copy CD Cover Sleeves Publisher copy and copy written by Diskovery

8. Updating products Products bought in foreign currency Prices inputted in foreign currency Website converts price to Euros

9. Special Offers Special offers changed on the homepage Also sent by newsletter

11. Delivery Rates Courier company charges a fixed rate per delivery and that is what is passed on to the customer

12. VAT Schools in Ireland are obliged to pay VAT so all prices include VAT

13. Payment methods Schools don’t tend to use credit cards so the product is sent with an invoice Home users can make payment by credit card

14. Order Notification Order notification is by Email Email is checked the same way you would check your post in the morning Log into administration area, print out and process the order

15. Customer Loyalty Customers opting to receive newsletters Website has facility to create and send bulk newsletters to subscribers Facility to choose who to send to Newsletters are designed to sell products

16. Marketing & Advertising Traditional advertising expensive Hard to track where customers come from With email you can measure the response Advertising on search engines, cost effective

17. Marketing & Advertising Didn’t find banner advertising to be successful Told by an advertising agency that TV or banner advertising is for branding but that wasn’t for us

18. Using the Website as Catalogue Use the website to look up the products Saves time Use to describe the product Can recommend related products

19. Educating the Customer Show how to find products Show how to download trial software Almost like knocking on their door and giving them a trial piece of software to try out for 15 days

20. Visitor Tracking Changing products on offer Changing special offers Newsletters Tracking results is essential

22. Automating Accounts and Ordering “That would get me closer to my dream, sitting on a warm sunny beach somewhere with a Pina Colada in my hand and all I would need to do…”

23. End of Diskovery Case Study

24. No Waffle Computers.ie

26. Updating Products

28. Sourcing product information Products are updated automatically each night

29. Updating products Products are purchased in foreign currency Website works out the markup on different categories of products and converts price to Euros

30. Special Offers Special offers changed on the homepage Deal of the week Price shocks etc.

31. Product Availability Source from an alternative supplier Put on back order

32. Delivery Rates Delivery is based on weight Limits up to 30 kg and 50 kgs and a pallet price

33. VAT Price is displayed inclusive and exclusive of VAT

34. Payment methods All payment methods are accepted Preferred method is purchase order from an account customer and Laser from a non-account customer

35. Delivery Method Courier Or collection During the checkout process asked for collection only or delivery Emailed when ready for collection By shipping method, tracking number, courier’s website address

36. Packaging A lot of packing filling comes from Faulkner A lot of packaging can be recycled

37. WEEE Directive Return products on a one for one basis During the order process you indicate if you are returning goods under WEEE A Return label is sent with the courier

38. Order Notification

40. Customer Loyalty Email trade price list Special offers

41. Marketing & Advertising Newspapers, magazines, search engines Traditional advertising expensive Hard to track where customers come from With email you can measure the response Advertising on search engines, cost effective

42. Using the Website as Catalogue Use the website to look up the products Saves time Use to describe the product Can recommend related products Click comparison button

44. Educating the Customer Categories have made it easier for the 23,000 + products to be searched

46. Visitor Tracking Changing products on offer Changing special offers Newsletters Tracking results is essential

47. Automating Accounts and Ordering Automated Order to Accounts Automated Order to supplier

48. End of Case Study 2

49. Case Study Summary Points Updating Products Sourcing product information Updating products Special Offers Delivery Rates & VAT Payment methods Delivery Method (cartoon)

51. Case Study Summary Points Packaging Order Notification Customer loyalty Marketing & Advertising Using the Website as Catalogue Educating the Customer Visitor Tracking Automating Accounts and Ordering

52. Getting in to the top 20% Doing things a little bit better than your competition every single day The 80:20 rule

53. Top 20% of top 20% = Top 4% That’s where we want to be To be among the most successful in our Industry Following slide shows man in the top 4%

55. You only have to be better by a nose A study of two horses in the states Next slide shows the winning horse

57. It is worth persevering! Some may have tried the Internet in the past Some might be about to try it It is worth perservering Story Following slide shows man who didn’t perservere! (invented drinks that didn’t take on)

59. E-Commerce Case Studies Presented by Oliver Dempsey