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

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 e-mail

– 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 ?

Business toBusiness

Business toConsumer

Commerce MRO Retailing

Collaboration Franchisenetwork

CustomerService

Installation/support

Trackingparcel

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– E-mail

– 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-commerceS O L U T I O N

Intranet Transactions Website

Consumer

SupplierInternet

E-COMMERCE IMPERATIVES

• Business Processes Reengineered.• Choice of Technology Frameworks.• Cultural Adaptation.• Training all Stakeholders.• Phased Market Introduction.• Benefit Realisation Plan.