Michael Crean – IT & Operations Manager

About Me

• Co-founded MicksGarage.com while unemployed in 2004.• IT Systems architect, software developer and operations manager• Involved in all aspects of business from IT to warehousing, marketing, customer

Service, Voip phone systems and everything in between.

About MicksGarage.com

• 42 Employees across IT, marketing, Warehousing, CS, Accounting• Sell to approx 70 countries on monthly basis• 6+ million data records• Average age of our employees is just under 30• Innovation is key to our success• We try to lead rather than follow with everything we do.

Website is your shop window

• Must be kept updated• Must be kept clean• Must be current• Must entice customers to take a further look

“Its just a website, cant be that difficult”

Infrastructure Management

Data Management Content Management Order Management Order Dispatch Customer Service Returns Management Fraud Management Pricing Strategies Marketing

Technical Considerations

• Platform Selection• Payments, what service, what method, Paypal, Realex, Stripe • PCI compliance issues• Order management tools• What level of automation do I need?• What volume of orders do I anticipate?• What sort of hosting do I need? Cloud, Shared, Dedicated• Automated Fraud Management• Outsource software development?

Order Management

• Keeping track of orders• Order change requests• Handling queries from customers• Unified systems, tracking numbers, payments, order history• Returns and refund handling• Filtering out fraudulent orders• mCRM – How we did it?

Order Management

We have one system to manage orders

Order HistoryTracking Numbers + PicturesPayment DetailsRefund DetailsAudit History

Order ManagementOrders managed through StatusesEach status part of pipelineUnified System – all parts of order visible

Barcode Packing

Accurate Dispatch first timeAll orders picked and packed via barcodeDispatch labels are printed automatically to save time

Data Management

• Handling millions of records• Correct product categorisation• Does your website handle mis-spellings?• Is your website navigation clean simple and quick?• Where will your data come from• What images do you have, where can you get the rest• Selectable attributes (Gender, Size, Colour etc)• Additional Attributes (Weight, Pack Size, Colour etc)• Descriptions• Barcodes• Accuracy

Payments & Fraud• Paypal• Realex• Stripe

• PCI compliance• Control required• 3DSecure

Any Questions?