Oracle电子商务解决方案ATG_图文.docVIP

ATG Customer Success Story Driving Category Leadership via Cross-Channel Customer Experience COMPANY OVERVIEW: ? Leading electronics and home appliances retailer with cross-channel commerce operation. Operates a global portfolio of brands with a commitment to growth and innovation ATG PROVIDED: ? ATG Commerce Suite to power transactions across the web, kiosks and in call centers ? ATG provides consistent view of inventory, orders and customers across channels, while connecting touch points: research, call center, purchase, pick-up, and service CHALLENGES: ? Grow the business via superior customer service and international expansion ? Increase customer centricity ? Develop customer access across channels ? Provide system availability, reliability and scalabilility ? Support transactions to buy online and pick up in-store ORACLE ALSO PROVIDES: ? Oracle Retail Applications, Siebel, Oracle Fusion Middleware RESULTS: ? In 2009, online sales grew 20 percent yearover-year, to approximately $2 billion ? In-store pickup of online purchases increased to approximately 40% of online sales ? Customer care initiatives resulted in an 18% drop in customer complaints versus prior year 16 Oracle and ATG A Compelling Combination ? Oracle and ATG expected to provide best-in-class CRM, Retail and Cross-Channel Commerce to broadest range of industries and to: ? Offer retailers a complete solution for in-store and online merchandising and promotions management, point-of-sale, and supply chain planning and execution ? Deliver a complete cross-channel CRM solution, including customer segmentation, analytics, marketing, promotions, loyalty programs, order execution, fulfillment, and live-help services ? Provide a comprehensive solution by integrating eCommerce with ERP systems including a consolidated product master, order management, fulfillment and logistics ? Offer a complete technology foundation to develop industry-leading eCommerce sites with rich interactive web pages based on stan