IVIS Group Multi-Channel Platform

Using a component based architecture, Sonetto® Retail Solutions (SRS) allows for best practice modules to be utilised seamlessly in conjunction with internal legacy, or back office applications to provide the right blend of control and flexibility.

The SRS storefront provides a configurable platform based around pre-defined templates and pools of components that can be deployed on your site based on your business requirements.

Using rich templating capabilities, you can easily add new content and functionality to your site, whilst maintaining your brand image and protecting your brand identity.

Choose from a pre-defined set of page templates and then personalise the site by adding your logo, selecting colours and determining which of the existing features you want to enable for your site. You can select a homepage layout, catalog, product list and product page layout for your site.

The storefront provides the following key features for your customers:

  • Mini-basket – keep track of your shopping with a mini-basket on every page
  • Address book – maintain a delivery address book
  • Multiple destinations – send products to multiple addresses in a single order
  • Delivery scheduling – pick dates and times for deliveries to be made
  • Shipping tracking – track the delivery status and location of your purchases
  • Gift lists – add products to a gift or wish list
  • Points collection – collect loyalty points as you shop
  • Social networking – link purchases or wishes to Facebook, twitter and others
  • Email to a friend – send product links to a friend

Our Order Management System (OMS) module automates the capture, processing, and fulfilment of ecommerce orders. The OMS accepts orders from multiple channels including web, call centre, in-store kiosks and others. Built with enterprise level organisations in mind, our OMS enables your business to reliably process a high volume of orders per day across multiple lines of business.

A powerful workflow engine manages the flow of an order through the OMS. The workflow controls the process from order acceptance, through address validation, credit card authorisation, and stock allocation, before placing the orders in a queue for billing and dispatch. Back orders are held in the order processing queue pending the arrival of stock.

Orders are grouped together by delivery date, shipping type and warehouse location to optimise the pick-pack-ship process. Recognising that most companies have existing warehouse management systems or make use of third party logistics partners, orders can be exported at any time for integration with delivery and fulfilment systems. As orders are fulfilled, delivery tracking information is updated and email confirmation and electronic invoicing can be sent to the customer.

Supporting customer service personnel, Orders can be searched by diverse criteria including products and customer details. Looking at an individual order, full details of all items, along with status, pricing, customer details and promotional information can be seen in one tabbed view. In addition, payment and invoice details can be easily viewed, with an invoice .pdf being directly printable from OMS.

As all orders are linked to a customer’s profile, meaningful data can be collected and used to produce reports on customer behaviour and product trends. Reporting is managed through the integrated reporting services, with key data also being fed back to Google analytics, but data can also be easily exported for use in a data warehouse or business intelligence system.

Our Customer Relationship Management (CRM) module allows you to gain a competitive advantage by providing simplified customer information data capture across all channels, improving your customer focus and increasing customer retention.

Working as part of the commerce services solution or as an independent module, the CMS is designed to capture complete profiles of your customers. By building a richer picture of your customer’s behaviour you can tailor your products and target your promotions to maximise the growth of your most profitable customers.

A quick search mechanism exists to allow you to easily find the customer record, and a customer search can be made using any key information from the profile, including name, address and even order number. If you are validating customer information over the phone, key fields such as date of birth are also shown on the search results page.

Looking at an individual customer profile, you can see how all information is linked back to the central customer record. All order history, product purchase history and address details are shown in one simple to navigate tabbed view.

Key personal information can be protected using the role based security in SRS and key account functions such as invoice management or password re-sets can only be performed by key people and are controlled by a workflow.

Most importantly, all updates or changes to a customer profile are audited and a full history is kept in the system.

Our PIM solution is flexible, allowing you to maintain different types of content depending on the types of product you are offering, ranging from basic product information and specifications, rich-feature descriptions for up-sell and cross-sell, multi-angle images, and video all the way through to customer generated content and industry reviews.

Using a light version of the award winning IVIS Sonetto® PIM solution, SRS allows you to manage all of the rich information you need to attract your customers, along with business information that is needed to operate ecommerce.

Stock availability can be fed into the product information as part of a regular update process and SRS can manage the control of the stock for each product. Alternatively, connections can be made to external systems for a real-time stock validation.

Basic pricing information is stored against the product, but price discounts or promotions can be tailored using the pricing and promotions management capabilities of SRS.

Powerful categorisation features allow you to create multiple product hierarchies and navigation structures through your product catalogue. This not only allows you to support different customer groups or channels in different ways, but also drives your guided navigation structure that lets customers find the products they are looking for based on refinement of options.

With analysts reporting that between 25-30% of all products are purchased on promotion, making effective use of marketing and promotional tools is a critical factor in both increasing revenue and customer retention.

The easy to use promotional component of SRS is a light version of the award winning IVIS Sonetto® PPM which guides the business teams through the set up process using simple constructs and natural language, turning complex definitions into easily understood information. Potential clashes or problems are highlighted for the user to review and resolve. At the right time campaigns are automatically made available to the sales channels requiring no user intervention.

The PPM module of SRS enables the creation and management of prices, promotions and coupon campaigns. Price discounts and tiered pricing can be maintained in advance of publication and with 150 pre-defined promotional types, complex and creative promotions can be easily created by business users.

When defining promotion and coupon campaigns, business users are optionally able to utilise the power of the promotion specialisations to provide targeted promotions to specific channels, product categories or customer groupings.

Extending the reach to the front-end, during the order cycle it evaluates customers’ baskets for their eligibility for promotion or coupon campaigns, and returns the discounts to be applied to the order basket.

Customer service lies at the heart of your brand's relationship with the consumer. Recognising the significance of providing seamless customer service, SRS provides a set of screens specifically to support call centre staff in quickly and easily finding customer information, searching for orders and taking new customer orders over the phone.

In addition, flexibility can be provided via workflow to allow customer service operators to provide additional promotional discounts or vouchers.

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