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Start Now Collaboration Solutions Putting a “Human” face on the Web
e-business Problems? • Have you spent time and money on web-based applications only to find… • 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? …there are solutions that you canStart Now!
The Internet Phenomenon 2000AD • Online population --319 Million • Global Reach, March 2001 • U.S. Consumer e-commerce to reach $45 Billion • Jupiter Research, Oct. 2000 • Online adults who shop on the net – 56% • Roper Starch, Oct. 2000 • Homes with high speed access – 3.1 million • Telecommunications Reports International, June 2000 • Online small businesses with e-commerce in 2000: 34% • IDC, Mar. 2000 • Worldwide Domains registered: 26,993,431 • Zooknik.com, Dec 2000 • New domain names registered each week: 368,200 • Network Solutions, Nov. 2000
The Internet Dilemma • e-business is essential to remaining competitive… • 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 satisfaction
Why People are Important • Trust and Relationships are key to driving revenue • 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 • 10% of abandoned shopping carts are salvageable with better customer service… • (adds $1.6B to e-Commerce market) - Giga, April 2000 • 72% (of companies surveyed) are too apprehensive to buy more than general materials through eMarketplaces • Forrester, March 2000
Collaboration • What is Collaboration? • Lat. Com-, together + Lat. Laborare, to work. • To work together, esp. in a joint intellectual effort • To cooperate treasonably, as with an enemy occupying one’s country • How does it help? • Brings Human Interaction to e-business solutions • Supports on-line, realtime collaboration and teaming • Track orders, develop contracts, negotiate, ask questions, build communities, resolve problems together, enable value chains… …e-Collaboration!
Collaboration in e-business • B2B Services will first use collaboration as a market differentiator, but by 2004 rich collaboration services will be a given for most B2B activities Meta, B2B Collaboration, 7/26/2000 • eMarketplaces 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 B2B eMarketplaces, 7/2000 …e-Collaboration works!
e-Collaboration Transactions Data Develop communities Enable value chains Buying Resolve problems e-service e-commerce e-chain Answer questions Collaboration Notify customers Selling Workflow Virtual workspaces Real-time collaboration
e-Collaboration Technologies • Real-time Collaboration • Conferencing services • Secure instant messaging services • Integration services • Virtual Workspaces • Share tasks, content, knowledge • Project Management and scheduling • Workflow • Develop, manage and monitor business processes • Eliminate the pitfalls of paper-based work Lotus Sametime QuickPlace
e-collaboration Scenarios • B2B Negotiation/RFP • Inter-company teams working together to process complex agreements and contracts • Webinars • Hold electronic meetings to roll-out new products, provide expert sessions, manage attendees… • Commerce Chat • Live customer assistance through human interaction over the web
Virtual Workspaces - Teaming • Global collaboration • Shared applications • Network awareness
Customer Value • Enhance the benefits of e-Commerce, CRM and other applications, through… • Increased effectiveness of communication… • Increased sales through improved customer support, cross-selling 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
What Should You Do Next? • 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 QuickPlace • Contact a qualified IBM Start Now Business Partner www.ibm.com/software/smb Start Now!