LAUNCHING A DIRECT-TO-CONSUMER CHANNEL HAS NEVER BEEN EASIER OR FASTER

Transcription

1 LAUNCHING A DIRECT-TO-CONSUMER CHANNEL HAS NEVER BEEN EASIER OR FASTER

2 THE TOTAL PACKAGE: CAPTURE. PROCESS. FULFILL. TotalCommerce is Jagged Peak s end-to-end outsourced ecommerce solution that bundles the EDGE platform with extensive services and support, giving you everything you need to launch and operate a successful online business. It s the ideal solution for consumer packaged goods companies and branded product manufacturers seeking to establish or expand a direct, online business quickly and affordably. In fact, Jagged Peak can deliver a fully functioning shop-to-ship online sales channel in 90 days or less. At the same time, we can relieve the client of the burden of investing in and maintaining expensive IT and supply chain infrastructures and managing complex order fulfillment and warehouse operations. TotalCommerce is fully integrated through the EDGE ecommerce platform, from order capture all the way through the warehouse management system and the transportation management system. And, it s offered with all of the associated Web development, IT services and user training, as well as our FlexNet order fulfillment and program administration services to ensure long-term success. Outsourcing options range from the entire end-to-end solution to whichever à la carte options solve your specific online business challenge freeing you to focus on your core competencies. And, unlike other outsourced business models where the solution provider is compensated through a revenue-sharing model, with TotalCommerce you simply pay for the services you need, while maintaining complete control of your brand and ownership of your channel, customers and sales revenue. End-to-end or à la carte, TotalCommerce drives your direct-toconsumer online business success, giving you all the benefits of outsourcing with all the control of insourcing. Why TotalCommerce Speed to Market Get a fully functioning shop-to-ship online sales channel in 90 days or less. Increase Top-Line Revenue Redirect capital investments for IT infrastructure into revenue-generating sales and marketing activities. Lower Operating/Supply Chain Costs Take advantage of our economies of scale to drive lower freight and fulfillment costs. Improve Profitability/ROI Exceptional order delivery performance results in enhanced customer satisfaction, which leads to repeat business and more profit.

3 EDGE is the Technology Engine that Propels TotalCommerce Every TotalCommerce solution Jagged Peak delivers is built on and managed through the EDGE ecommerce platform, which encompasses the ECP, OMS, WMS and TMS in one fully integrated framework. EDGE is a truly world-class solution because it encompasses advanced website management funtionality as well as omnichannel distributed order management capabilities. All-in-One Functionality EDGE s robust capabilities, features and funcationality enable users to administer all of the activities related to their online sales channels in real time. This is done through a single command-and-control interface comprising modules that encompass every aspect of the ecommerce enterprise. The EDGE Content Management System (CMS), called Agile, has easy-to-use drag-and-drop layout tools that enable users with very little technical know-how to dynamically build site navigation, create web pages, and add pre-built ecommerce functionality, content, graphics and other rich media all without the constraint of templates or the need to involve IT. Users can add and position site navigation, page layouts, shopping carts, catalogs, guided and advanced search, customer reviews, side-by-side product comparisons, gift registries, wish-lists, -a-friend, order tracking, newsletter sign-ups and much more. Agile also supports multiple smaller-screen footprints for mobile sites. Users can easily configure their website for responsive design, enabling it to automatically switch to the appropriate view either by browser detection or by giving the customer the option to switch views based on the device. The Order Management System (OMS) is the central commerce hub within EDGE. This is where orders are aggregated from multiple websites, marketplaces, stores and call centers. EDGE accepts and processes all types of orders, including sales orders, distribution orders and backorders, as well as blanket, split, auto-ship and complex continuity orders. EDGE continually checks real-time inventory stock status, calculates taxes, lets consumers opt to pay for expedited delivery, processes credit cards and deposits revenue in your bank account. Its advanced Availability to Promise (ATP) functionality controls the capture of orders based on inventory availability or scheduled availability. This is a fundamental ecommerce best practice that eliminates blind

4 order taking. EDGE also verifies shipping addresses, issues order picking instructions and prepares shipping documents including those needed for international shipments, and then sends order execution instructions to the optimal fulfillment provider based on inventory availability and proximity to the customer. Omnichannel Analytics With 360-degree visibility to all order activities, EDGE captures critical cross-channel data. This data is graphically presented in the Channel Analytics module where it can be used to build strategies and very targeted marketing initiatives to generate higher conversions, average order values (AOVs), items per order and repurchase rates. Users are able to create personalized dashboards to view data in a way that makes it extremely relevant to their role. Reports with select analytics can be generated on demand or set up for distribution daily, weekly, monthly or on any other schedule that provides timely and actionable business intelligence insights. And, finally, a goals feature enables users to set-up and track the progress of ads, campaigns and conversion paths across all channels, pinpointing the most successful to ensure marketing dollars are spent to support company objectives. Extensible Architecture Highly extensible, EDGE employs a broad set of APIs that make it easy to leverage third-party tools, apps and services, including address validation, tax calculations, payment gateways, product reviews, surveys, advanced guided search, etc. Additionally, EDGE employs an OpenTools integration layer and an Enterprise Service Bus (ESB) adapter that support seamless integration with a wide array of internal and/or external systems via data exchange (EDI/XML and flat files). FlexNet Provides ecommerce Order Fulfillment Any Time, Any Place Regardless of whether you re shipping a single item or a truckload of goods, the end game is the same: deliver the right product to the right place at the right time in the right condition and do it at a profit. FLEXNETSM FlexNet delivers on this promise, managing the supply side of the TotalCommerce solution. Jagged Peak s FlexNet fulfillment network is designed specifically for high-velocity, high-volume ecommerce order fulfillment. It employs the fully integrated EDGE technology platform to provide FlexNet Highlights Comprehensive Outbound Supply Chain Optimization Solution Multi-Point, Configurable Warehouse Footprint Web-based WMS Synchronizes Inventory Availability in Real Time with OMS Advanced TMS Technology Provides Carrier and Service Level Optimization complete order and inventory visibility and transparency across your entire operational footprint. And, because EDGE is Web-based, FlexNet applies virtual Web principles to physical infrastructure. This means it can be deployed any place, any time to support any program, any client and any product. Essentially, FlexNet can fulfill orders wherever inventory exists. The fulfillment location can be one of our authorized FlexNet fulfillment providers, another third-party logistics provider, a retail store or any of your own distribution centers.

5 VANCOUVER KENT RENO SACRAMENTO CLAREMONT SANTA ANA All Jagged Peak-owned and 3PL affiliate warehouses are integrated through the EDGE platform. EDGE supports a highly automated and standardized order flow synchronized with real-time inventory availability across multiple facilities. This provides total service accountability of order disposition, inventory status and operational activities, and ensures that only completely executable orders are sourced to the optimal distribution point in real time. The result is a fine-tuned outbound supply that HOLLISTON MINNEAPOLIS TORONTO TRENTON NYC DETROIT ROBBINSVILLE SOUTH BEND DENVER WINCHESTER CINCINNATI FORT WORTH MEMPHIS MONTREAL GAFFNEY PINELLAS PARK SHERBROOKE ST PETERSBURG consistently exceeds customers expectations. FlexNet is specifically designed for same-day perfect order processing of small parcel, B2C, B2B and bulk retail pack-out orders. As a result, the vast majority of orders sourced through FlexNet reach most U.S. households next-day using standard ground service, improving customer service and saving on shipping costs. FlexNet even provides same-day delivery in several major metro locations in the U.S. and Canada. FlexNet s flexible and scalable geographic coverage helps expedite order delivery and ensure customer satisfaction. Extensive Services Complete the Solution In addition to a world-class ecommerce platform and a scalable fulfillment network, the TotalCommerce solution includes a comprehensive array of professional IT services and client support services that are essential to operating a successful online business. Account Services Every TotalCommerce engagement is supported by a dedicated Account Executive (AE). These individuals are the client advocate at Jagged Peak, and they re responsible for the business relationship, overall account management and business development. IT Infrastructure Your TotalCommerce solution includes the IT infrastructure to provide the necessary storage and processing power needed for a high-transaction web store. We partner with Savvis, a CenturyLink company and premier data center hosting provider, to ensure your ecommerce website is always up and running, completely protected and optimized for high-volume traffic. Secure and Scalable IT Infrastructure Cluster of Servers Provides maximum storage capacity and high availability for high-volume web traffic Redundant Data Storage Ensures back-up of all data Network Protection Internal anti-virus protection and external firewalls provide a two-pronged approach to data protection Data Security Data integrity controls defend information from accidental or malicious destruction SAS 70 Compliant Data Center Third-party audits ensure iron-clad security and network reliability In addition to removing the burden of investing in and managing the hardware, software and data services, Jagged Peak provides the following benefits:

6 Service level guarantees Qwest s network SLA guarantees 99.9% uptime, which is one of the most rigorous SLA guarantees currently offered by any NSP. Speed The network distributes processing to hardware best-suited for the task, and provides a level of scalability for system growth. Security Architectural design incorporates state-of-the-art tools that protect against external security attacks. Scalability and reliability Hardware and software implementations are accepted as industry standards for enterprise-wide reliability and scalability. IT Services Every TotalCommerce engagement includes IT Services that encompasses everything necessary for the set up and deployment of your online business. Our seasoned team of project managers, systems architects, application programmers, network engineers, systems engineers, business analysts and QA-testing experts provide consulting, architecture design, network engineering, systems integration, data management, administrative user interface design and hands-on user training. Web Development Services During the development phase of your TotalCommerce engagement, Jagged Peak s Web Development Services works with your design team (or you can leverage our design resources), to deploy best-in-class web stores that deliver an exceptional customer experience. Our websites consistently garner higher conversion rates, average order value and repurchase frequency. And, with new media integration including marketplace and social media, we re able to drive site traffic that s immediately engaged with the ideal balance of relevant content and rich media combined with attractive pricing, promotions and e-merchandising. Essential Services To fully optimize your online business, your TotalCommerce solution can include our expert Essential Services. These à la carte services include the support of our in-house emarketing specialists who understand how to use SEO, social media, online marketing and e-merchandising to manage your website to achieve maximum traffic and conversion rates. This knowledge, combined with an in-depth understanding of the EDGE platform, enables us to help clients quickly generate top-line revenue and bottom-line profitability. Technical Help Desk Staffed with highly skilled EDGE technical support experts, the Technical Help Desk assists all TotalCommerce clients. From administrative user training to trouble tickets, they are the first line of defense for dealing with technical issues related to the EDGE platform, including handling inquiries related to management of product defects (bugs), technical QA, product training, and issuance of product and service updates.

7 FlexNet Fulfillment Program Management TotalCommerce clients also benefit from our experienced team of Fulfillment Program Managers (FPMs). These fulfillment professionals provide hands-on management of the client s warehouse program, serving as the central point-of-contact. The FPM is responsible for managing daily program activities and projects (e.g., kitting and assembly jobs), monitoring and enforcing SLAs, driving quality control and ensuring continuous improvement initiatives. FlexNet Help Desk Rapid response tacticians, FlexNet Customer Service Representatives (CSRs) are responsible for program exception management (orders, inventory, receiving, etc.), and for providing clients with answers to questions related to program and transactional activities (e.g., WIMO: Where is my order?). Customer Service Excellence Live Call Center Support Live Chat Support Multi-Lingual Support Integration with Client s Current Customer Service Provider Call Center Support Jagged Peak also can offer optional call center solutions to augment your TotalCommerce solution. We have established partnerships with world-class customer service call centers of various sizes and specializations to fit your unique requirements. We also can partner with your in-house or outsourced customer service provider to ensure these call center representatives are trained to place orders and support customer inquiries directly through the EDGE platform. Information in EDGE is available at the call center agent s fingertips so they can quickly access customer records, inventory availability and/or order delivery status all in real time. This translates to rapid and accurate responses to customer inquiries, providing an outstanding level of service and a great experience for your customers. TotalCommerce Makes the Complex Easy There s nothing more important or critical to a company than programs and initiatives that touch the customer. At Jagged Peak, we take our clients brands seriously and understand the importance of delivering on your promises to your customers. This philosophy has enabled us to develop business relationships with many of the world s premier manufacturers and consumer brand companies. You can rest assured that these companies only do business with experienced solution providers that have proven themselves. End-to-end or à la carte it s just the right fit TotalCommerce gives you everything you need to ensure your success: World-Class Websites Analytical Tools Business-Building emarketing Services Best-in-class ecommerce/oms platform Complete IT Infrastructure Optimized Fulfillment Network Outsourced Model Bottom-line: TotalCommerce is a turnkey solution that enables Jagged Peak s clients to focus on their core competencies while benefitting from our end-to-end ecommerce expertise.

8 Contact Jagged Peak today to speak to an experienced ecommerce professional. Jagged Peak, Inc W. Courtney Campbell Cswy., Suite 1200 Tampa, FL USA Telephone: Toll-free: Jagged Peak, Inc. All rights reserved.