Start Now Collaboration Solutions Putting a Human face

Start Now Collaboration Solutions Putting a “Human” face on the Web

e-business Problems? q Have you spent time and money on web-based applications only to find… q q q q Your sales revenue is still declining? Customers appear disinterested in your web site? Over 30% of your shopping carts are abandoned? Suppliers are still not delivering materials on time? The cost of your customer service centers is increasing? Travel expense has been escalating? You still spend time managing internal & external projects?

The Internet Phenomenon q Online population --319 Million Global Reach, March 2001 q U. S. Consumer e-commerce to reach $45 Billion Jupiter Research, Oct. 2000 q Online adults who shop on the net – 56% Roper Starch, Oct. 2000 q Homes with high speed access – 3. 1 million Telecommunications Reports International, June 2000 q Online small businesses with e-commerce in 2000: 34% IDC, Mar. 2000 q Worldwide Domains registered: 26, 993, 431 Zooknik. com, Dec 2000 q New domain names registered each week: 368, 200

The Internet Dilemma q e-business is essential to remaining competitive… q q Capitalize on explosive Internet growth Expand market reach Extend operational & service availability Lower cost of sales - But - …the Internet is inherently impersonal Eliminates direct human interaction Difficult to maintain lasting relationships Long term erosion in customer

Why People are Important q. Trust and Relationships are key to driving revenue q Several studies have indicated that between 33 and 66 percent of customers bail out of transactions before they are complete New York Times 6/99 q 10% of abandoned shopping carts are salvageable with better customer service… (adds $1. 6 B to e-Commerce market) - Giga, April 2000 q 72% (of companies surveyed) are too apprehensive to buy more than general materials through e. Marketplaces Forrester, March 2000

Collaboration q What is Collaboration? Lat. Com-, together + Lat. Laborare, to work. 1. 2. q To work together, esp. in a joint intellectual effort To cooperate treasonably, as with an enemy occupying one’s country How does it help? q Brings Human Interaction to e-business solutions q Supports on-line, realtime collaboration and teaming – Track orders, develop contracts, negotiate, ask questions, build communities, resolve problems together, enable value chains…

Collaboration in e-business q B 2 B Services will first use collaboration as a market differentiator, but by 2004 rich collaboration services will be a given for most B 2 B activities Meta, B 2 B Collaboration, 7/26/2000 q e. Marketplaces are assessing the need to reposition human interaction, in the form of unstructured collaboration, back into the transactional process. …collaborative software, from team collaborative applications to real-time conferencing tools, is having a positive affect on online transactions. IDC, Collaborative Applications in B 2 B e. Marketplaces, 7/2000 …e-Collaboration works!

e-Collaboration Develop communities Enable value chains Resolve problems Answer questions Notify customers g Transactions Data n uyi B e-service e. Collaboration commerce e-chain Se llin g Workflow Virtual workspaces Real-time collaboration

e-Collaboration Technologies q Real-time Collaboration q q Virtual Workspaces q q q Conferencing services Secure instant messaging services Integration services Lotus Sametime Share tasks, content, knowledge Project Management and scheduling Workflow q q Develop, manage and monitor business processes Eliminate the pitfalls of paper-based work Quick. Place

e-collaboration Scenarios q B 2 B Negotiation/RFP q q Webinars q q Inter-company teams working together to process complex agreements and contracts Hold electronic meetings to roll-out new products, provide expert sessions, manage attendees… Commerce Chat q Live customer assistance through human interaction over the web

Real-time Collaboration

Virtual Workspaces - Teaming Global collaboration Shared applications Network awareness

B 2 B Collaboration & Workflow

Customer Value q Enhance the benefits of e-Commerce, CRM and other applications, through… q q q q Increased effectiveness of communication… Increased sales through improved customer support, crossselling opportunities Competitive advantage and higher sales completion through enhanced customer service Personalized customer experience for increased customer trust, loyalty and satisfaction Competitive differentiation as a supplier Reduced cost of reaching and serving suppliers and customers More effective planning through improved sharing of information and ideas

Affordable Solutions Software Component $ (SRP) Sametime Server (Extranet license) - Sametime per user license ($59 each) 9, 995 Quick. Place Server (Extranet license) - Quick. Place per user license ($59 each) 9, 632 Business Partner Services - from… - Planning, implementation and customization 7, 500 (varies by Solution Provider)

Simple Justification Commerce Chat (Sametime) Month Annual E-commerce sales 250, 000 3, 000 Abandoned carts (over 50%) 250, 000 3, 000 25, 000 300, 000 2, 500 30, 000 Salvaged carts (10%) Increased Profit @ 10% 25, 000 Cost of Solution (one time) R. O. I. 20%

What Should You Do Next? q Find more information… – Check out the IBM Web site for Small and Medium Businesses – White papers: IBM Start Now Solutions for e-business Driving Business Value through e-collaboration (Benchmarking Partners) – Detailed information on Lotus Sametime and Lotus Quick. Place – Contact a qualified IBM Start Now Business Partner www. ibm. com/software/smb Start Now!