TRYZENS EXPERT SERVICES ECOMMERCE SUPPORT SOLUTIONS

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1 TRYZENS EXPERT SERVICES ECOMMERCE SUPPORT SOLUTIONS

2 PLAN BUILD RUN ENHANCE OPTIMISING ECOMMERCE EVERY DAY Let Tryzens take care of your ecommerce platform so your team can focus on building your business. As your most visited storefront with the greatest market reach, the priority is to delight your customers, merchandise creatively, grow revenue and increase profitability. At Tryzens we recognise that all too often retailers have to focus too much time and effort just "keeping the lights on" the ecommerce platform rather than adapting to the market to optimise sales opportunity. That's why at Tryzens we focus on ensuring your site is available, that customer experience is positive and that you are provided with the insight and awareness of the opportunities to maximise value from your investment in ecommerce. What s more, our services are based on industry best practice, thorough training, domain expertise and certifications for the platforms we support. We support our clients broader service management requirements by ensuring our services are based on, and compatible with, the ITIL framework. Our certified Service and Support teams work alongside your business to complement your team and provide a comprehensive portfolio of services, giving you the confidence that your day to day operations are in safe hands and enabling you and your teams to focus on your business KPIs. Tryzens are not only an industry leading commerce systems integrator, we also offer a world class portfolio of Expert Services to support your trading needs over time including UX redesign, capacity planning, monitoring and analytics, service protection and agile DevOps programmes. 2

3 EXPERT SUPPORT Helping you squeeze the most value out of your ecommerce platform We pride ourselves on our ability to deliver step changes to your business KPIs. Whether your target, like some of our existing clients, is to achieve a 100% improvement in conversion rate across all devices whilst improving average order value, or to increase traffic and customer engagement by over 50% within six months, or simply to keep the site up and optimised so your shopping window is maximised, Tryzens can provide the services to achieve this and more. Services tailored to your needs and your budget There is no one-size-fits-all approach at Tryzens. We assess your goals, your site, your resources and your skills and offer a range of services that complement and enhance your in-house capabilities. Our aim is always to improve the service capability and return on investment in ecommerce for the budget you have. Our portfolio of services are built around four core pillars of capability: Intelligence to optimise decisions 24x7 proactive site and customer journey monitoring and alerting of incidents TradeState active retail analytics dashboard to keep your team on top of priorities Retail Practice site and trading assessment to pinpoint opportunity to improve trade UX Review to help ensure optimum customer experience across all device types Code Review to ensure you are getting quality solutions that can adapt with your needs Assurance to provide peace of mind 24/7 Incident Management with SLAs to provide you with guaranteed response and resolution times Layered communications and escalation management to ensure effective response Full ticketing and audit logs of actions taken providing clarity and confidence of activity and performance A duty Service Delivery Manager and Release Manager who co-ordinate the services for your business in line with ITIL best practice Efficiency to drive the greatest returns Solutions packaged to meet your goals and budget with transparent reporting, monthly analysis and Quarterly Service Reviews to ensure targets are being met Proven mechanism for faster delivery of all roadmap and continual service improvement streams of work Single point of contact across your vendor ecosystem ITIL based approach to drive efficiency across all clients Proactive protection to prevent unnecessary site impact Server and Database maintenance to ensure your platform stays operating at its optimum level Peak Planning services to prepare for planned growth Security advice on DCI-DSS, DDOS and fraud prevention Hosting service optimisation 3

4 TRYZENS: YOUR TRUSTED PARTNER TO KEEP YOUR SITE COMPULSIVE 4

5 SERVICE OPTIONS Tryzens provides tiered commercial programmes of engagement to support your ecommerce operations. We recognise that no two customers are the same and are happy to discuss your specific requirements to create a package to meet your needs taking in to account your team's skills, availability and budget. Tryzens On Demand support Essential support services to keep your site up and running enabling you to focus on trading: Matching our services to your needs On Demand 24x7 support for service impacting incidents A duty Service Delivery Manager as your primary point of contact Competitive rates to suit your budgetary requirements Options for additional monitoring, alerting and analytics Commercial bundles for cost effectively addressing non service impacting activity Tryzens Managed Service A comprehensive and proactive suite of services to complement your in-house teams capability where Tryzens monitors, identifies and resolves incidents at root cause and provides proactive maintenance before incidents can escalate and lead to lost revenue and customers: Tryzens Accountability Instructed Delegating Collaborating UNTAPPED POTENTIAL BREAK-FIX On Demand SLA KPI TARGETS DevOps Managed Service ACTIVE MAINTENANCE CAPACITY PLANNING PROBLEM MANAGEMENT MONITORING & ALERTING INCIDENT MANAGEMENT AGILE ROADMAP REAL TIME ANALYTICS RELEASE MANAGEMENT SERVICE MANAGEMENT Maintaining Optimising Enhancing Your Objective CAPABILITY 24x7 monitoring enabling proactive identification and resolution of incidents by priority Root Cause Analysis reporting Proactive database and server management support Capacity planning reviews Focuses on outcomes and service rather than point fixes, empowered by TradeState retail analytics dashboard Complete suite of ITIL processes delivered by ITIL certified professionals Assigned Service Delivery Manager as primary point of contact SLAs to provide you with guaranteed response and resolution times Tryzens DevOps service Ensure rapid delivery of your roadmap and continual service improvement combined with an efficient site and service support package. Providing all the benefits of Tryzens Managed Service plus: Sufficient resource to achieve your planned roadmap via agile sprints Flexibility to assign your dedicated resources between support and roadmap delivery support Regular releases to continually improve your platform and help drive your KPIs Monitoring of core KPI goals through TradeState retail analytics dashboard Detailed reporting on platform and service performance and future growth opportunities Single monthly fee providing budgetary certainty 5

6 TRADESTATE: ACTIONABLE INSIGHTS FOR COMMERCE 6

7 EMPOWER YOUR TEAM All ecommerce systems have to evolve to stay current and performant. The challenge is to prioritise where best to invest. Tryzens built TradeState with this in mind. TradeState is an analytics and Business Intelligence solution designed to enable you to keep your finger on the pulse of your ecommerce operations, helping to identify opportunities for sales and customer experience improvement, pinpoint underperformance swiftly and de-risk future trading. TradeState is delivered as a service and continues to evolve with advances in ecommerce. See your trading opportunity end to end in real time Designed with modern retail pressures in mind, TradeState sets a new benchmark in real time analytics and trend analysis for ecommerce, making sense of online traffic arriving at your site/s, understanding customer experience and preferences, analysing trading through the site and highlighting sub optimal elements of the site and the platform that could impact trading performance. Providing a unique, detailed and unified view of multiple sources of data, TradeState, offers the ability to assess current performance against historical performance, so you know immediately how you are tracking and can highlight the variances and assess the drivers of this impact. Access anytime/anywhere TradeState's responsive design makes it available on any device, everywhere, and at all times you have access to the internet, whether in the office, at home or travelling. You are never out of touch. Intuitive summary widgets with drill down analysis TradeState s innovative design provides real time status updates of traffic sources, customer activity, site performance, and platform performance. This rich source of data in then presented in a series of intuitive widgets that summarise core aspects of trading from sales analysis, product analysis, page performance, through to customer experience and choices, conversion and drop off analysis and platform health. A simple drill down solution from the widget provides additional insights to inform your actions. Platform independent peer group comparison TradeState will also enable you to compare trading against normalised and anonymised data from relevant peer groups either by business vertical or ecommerce platform ensuring you have a practical external reference point. TradeState is integrated with Magento, Demandware and IBM. Additional platforms such as Hybris and Intershop can also be easily integrated in to the solution. 7

8 DELIVERING SERVICE FOR BRANDS AND RETAILERS ONLINE Tryzens Managed Service adds a lot of value to us as a business with their assistance we can focus on trading our platform to grow our business, confident in the knowledge that our investment in ecommerce is in good hands as Tryzens are not only there to help with delivering the roadmap, but are available 24x7 to identify and resolve issues should they arise, giving us root cause analysis and remedies within our agreed service levels. Paul Bradley IT Director Clothing Sites Group (t/a Woodhouse) Call Tryzens today to discuss which of our Expert Services best fits your needs, +44 (0) or visit Tryzens Limited 5th Floor, 101 Finsbury Pavement, London EC2A 1RS +44 (0) Copyright Tryzens Limited All rights reserved. Tryzens and TradeState are registered trademarks.

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