Scaling Customer Experience using Generative AI Chatbot for Major Manufacturing Company
Business Objectives
The business objective of this project is to enhance the customer experience across digital channels, increase sales, scale and streamline e-commerce operations, and expand into new geographic markets.
To accomplish this, we plan to:
Enhance customer experience: By analyzing customer data and feedback, we will identify areas where the customer experience can be improved, and implement changes to enhance the overall customer experience.
Increase sales: By improving the customer experience and implementing effective marketing strategies, we aim to increase sales and drive revenue growth.
Scale and streamline e-commerce operations: To support our growth plans, we will implement scalable and efficient e-commerce operations and processes, including automation, to reduce costs and improve the overall efficiency of our e-commerce operations.
Expand into new geographic markets: By analyzing market data, we will identify new geographic markets where we can expand our e-commerce operations and increase our customer base.
Overall, this project aims to improve the customer experience, increase sales, and streamline and scale e-commerce operations in order to support our expansion into new geographic markets.
Business Solution
Our business solution is to simplify back-end operations, increase visibility into the sales lifecycle, optimize the customer experience and provide a solid foundation for future growth.
To achieve this, we will:
Simplify back-end operations: We will implement automation and streamline processes to reduce complexity and improve efficiency in the back-end operations, allowing our team to focus on more important tasks.
Increase visibility into the sales lifecycle: We will implement analytics and reporting tools to provide greater visibility into the sales process, allowing us to identify trends and make data-driven decisions.
Optimize customer experience: We will analyze customer data and feedback to identify areas where the customer experience can be improved and make changes to optimize the overall customer experience.
Provide a solid foundation for future growth: By simplifying back-end operations, increasing visibility into the sales lifecycle, and optimizing the customer experience, we will lay a strong foundation for future growth.
This solution has already demonstrated success, as revenues have surged an average of 93% a year, growing from $24 million in 2010 to $627 million in 2015 and $1.5 billion by 2019. By implementing these solutions, we aim to continue this growth trajectory and further improve our customer experience, sales, and overall performance.
Technical Solution
Our technical solution is to select the SAP Hybris Commerce Suite in order to improve web content management capabilities and offer a best-in-class online shopping experience for customers and consultants. This platform will be used to upgrade the company's ability to equip sales consultants with responsive and easy-to-use marketing tools and significantly increase the company's e-commerce profile.
The solution includes the following key components:
SAP Hybris Commerce Suite: This platform is selected to provide a best-in-class online shopping experience for customers and consultants, and improve web content management capabilities.
SAP Hybris Commerce Accelerator: This platform will be used to deliver a customized mobile solution that will give consultants anytime, anywhere access via smartphones and tablet devices.
B2B and B2C stores: The solution will include the creation of B2B and B2C stores.
Data modeling: The solution will include the creation of the required types of systems and data modeling for adding new objects to the E-commerce data model.
Third-Party Integrations: The solution will include the integration of different third-party applications like payment methods, tax calculation.
Product Catalogs: The solution will include creating Product Catalogs and uploading the products.
Cockpits: The solution will include management and configuration of different cockpits like HAC, HMC/Backoffice, CMS, ASM, Product Cockpit, etc.
Data management: The solution will include creating Impex, Flex queries, cronjobs, hot folders for data creating, updating, and removing.
Checkout processes: The solution will include creating various checkout processes like Multi-Step Checkout and Single Step Checkout.
Order flows: The solution will include managing the order flows and defining the steps on how the orders are created.
Carts: The solution will include creating, loading and deleting carts.
Bug fixes: The solution will include fixing day to day bugs related to integrations, order flow, warehousing, etc.
Auditing: The solution will include creating Cronjob for Audit Trail that helps in tracking all the changes that were made across Backoffice/HMC cockpits.
Reporting: The solution will include creating Cronjobs for Ecommerce Reporting purpose, which helps the client to analyze day to day orders, customers, products and understand the statistics of how the business is performing.
Data flow analysis: The solution will include analyzing the data flow between SAP Hybris, SAP Datahub, and SAP ERP systems.
Third-Party Integration: The solution will include interactions with third-party application providers in regard to the integration process and ongoing issues.
Container Platforms: The solution will include the configuration of certain container platforms like Docker, that helps in providing seamless integration between.
Customer Success Outcomes
The customer in this case study was able to successfully implement a comprehensive e-commerce platform using the technologies listed. The SAP Hybris 6.4 platform provided all the necessary functionality to manage products, orders, and customers. The DataHub technology allowed for efficient and secure data storage, while the use of Java/JEE, JSP, and Springs provided a robust and stable foundation for the application. The MySQL Server ensured efficient data storage and retrieval, and the Linux operating system provided stability and security for the platform. The front-end, built using HTML, CSS and JavaScript, provided customers with an intuitive and easy-to-use interface. This resulted in an increase in online sales, improved customer satisfaction, and streamlined order management. Overall, the customer was able to achieve their business goals and see a significant return on investment.
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