CrossView Connect: An Omni-Channel Solution Enabler

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1 Strategy + Technology + Services for Connected. : Why Omni-Channel Matters 75% of consumers research products both online and in store before purchasing.¹ Omni-Channel for B2C and B2B Choice is the refrain for today s empowered consumers buyers who expect an omni-channel commerce experience. But delivering against this expectation can be challenging. Brands must offer a consistent experience across all channels online and offline. This means empowering sales and service associates in stores and call centers with customer and product, and the ability to manage orders from sales to delivery, start to finish, across every channel. True omni-channel commerce not only enables consumers with choice, but empowers sellers and service representatives to care for customers at every point in the commerce life cycle. How can you achieve this experience? Through, an omni-channel solution for end-to-end commerce everywhere you interact with buyers. A Flexible, Omni- Environment This fully integrated suite interfaces for omni-channel customer care from order entry and fulfillment to post-order support in stores and call centers. It is pre-integrated with the IBM ecosystem speeding implementation, reducing investment and lowering total cost of ownership. Acting as a bridge, brokers interactions between applications and environments, including the e-commerce platform, order management system, product management, and more. Information is delivered to sales and service associates through simple user interfaces and tools, offering a 360-degree view of buyers, products and inventory. Insight into purchase history, wish lists and product recommendations is delivered filling a critical gap for sales and service associates. 1

2 : Web Interface Omni- Environment Omni- Environment Call Center Mobile Flexible Order Management enables store and call center associates to steward orders from end to end inclusive of capturing, managing, fulfilling and returning orders. Flexible operational capabilities create true competitive differentiators such as endless aisle and ship from store. Physical stores emerge as fulfillment centers that hasten delivery times, heighten customer satisfaction and increase conversions. e Platform Management Personalization Merchandising Site Search Pricing PIM/Product Catalog Distributed Order Management Customer Service Store Fulfillment Enterprise Inventory Enterprise Back-Office Systems ERP/ Supply Chain CRM/ Loyalty Business Intelligence Merchandising 2

3 : Web Interface Digital Catalog Hand-Held mpos Buy in one store, pick up in another Buy in store for ship to home Placing order in-store to be fulfilled by the web Cross-channel Inventory visibility Product recommendations up sells and cross sells B2C Omni-Channel Key Workflows Key Workflows Devices Key Workflows Kiosk Tablet Alternate store pick up Pick up in store orders Order item cancellation Post-order modification Web returns in store Ship from Store Store return in Warehouse Call Center Reset password Maintain customer Buy on the phone for shipping to customer Buy on the phone for pick up in store Cross-channel Inventory visibility Take over pending cart for web customers Product recommendations up sells and cross sells Customer Care Key Workflows Mobile Order history visibility Order item cancellation Manage return authorizations Post-order modification Technology is closing the gap between physical and digital worlds. Digital catalogs and couponing, clienteling and showrooming, for instance, bring the power of the commerce platform into the store and personalize the shopping experience in exciting ways. Through integration with the commerce platform, CrossView Connect enables brands to create new digital experiences in-store, overcoming physical limitations instore and enabling access to data and campaigns to drive sales. Similarly, delivers mobile point of sale technology. Customer, product and inventory can be accessed via intelligent, hand-held devices, and transactions can be completed across sales channels. puts powerful sales tools and order management technology directly in the hands of sales associates. Customer-Centric Call Centers Like store associates, call center teams are on the front line with customers. integrates these key service representatives into the omnichannel ecosystem. Visibility across all sales channels is delivered along with robust order entry and management capabilities. 3

4 : B2B Omni-Channel Key Workflows Customer Care for B2B B2B: Superior Customer Interactions The lines between B2C and B2B commerce are blurring. Today, B2B consumers expect omnichannel experiences flexible, always on accompanied by business-specific support and empowered sales and service associates. Create customer-specific orders Product configuration Cross-Channel Inventory visibility Take over pending order for web customers Product recommendations up sells and cross sells Promotions and customer segementation Order item cancellation Manage returns authorizations Post-order modification Organization Management Product entitlement Product Account & Contract Contract pricing Payment terms Devices Desktop Laptop Tablet Customer Care Reset password Maintain customer Order history visibility supports B2B commerce, addressing customer care, workflows and organization management unique to B2B sales and service, including: Product entitlement Product Account & Contract Contract pricing Payment terms 4

5 : Why CrossView? Through, we bring together integration expertise, industry-leading partnerships, cross-channel commerce leadership and a pre-integrated, omni-channel solution that creates a connected commerce enterprise across all channels. To learn more about, contact us at info@crossview.com. Why Ship from Store Matters 93% of retailers cited that enabling ship-from-store resulted in a positive or significantly positive uplift in online revenue.¹ Why Matters 19% of consumers believe sales associates have relevant.² Our Clients: About CrossView CrossView is a global cross-channel commerce solutions provider, delivers strategy, technology and services for a connected commerce enterprise. Our omni-channel commerce solutions unify marketing and technology for more personalized, profitable customer experiences. We build, integrate, launch and manage technology across all touchpoints, partnering with clients to understand, engage and delight customers. ¹ Customer Desires Vs. Retailer Capabilities: Minding The Omni-Channel Gap, Forrester Research. ² A New Generation of Clienteling, Forrester Research 5