Customer Engagement & Commerce

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CeC: the leading software platforms in the market for customer engagement and on-line omni-channel sales

The digital transformation driven by internet and mobile enables new sales models and creates new purchasing behaviors, where physical and virtual worlds coexist and complement each other.

Today’s customers are better informed as through Internet they have access to information from brands, distributors, marketplaces in their fingertips and they can benefit from other customers’ reviews. They have rising expectations of seamless interaction through different channels, starting their “journey” for example on a website, but continuing on mobile, call center, physical store, etc. Informed customers check their smartphone or the tablet for the brand’s “sentiment” on the social networks before a purchase, and expects easy ways to interact.

In this new scenario the CRM (Customer Relationship Management) and e-Commerce solutions overlap, while new technologies and solutions are required to manage the “big data” of customer interactions and relationship, enabling real-time and contextual marketing. Today’s state of the art application suites in this space are named CeC (“Customer Engagement & Commerce”) solutions.

Today’s customers are more volatile and their loyalty can be gained only through seamless multi-channel purchasing experience and excellent post-sales services. The new software platforms not only have to respond to this challenge, but they have to be flexible and ready to the evolving needs and demands of a very dynamic market. A scalable CeC solution needs to have a reliable integration with core ERP processes and needs to be open to the external micro-services.

“SAP Hybris CeC suite” is the market leader in omni-channel solution with specialized tools for Marketing, Sales&Service, Commerce, and pre-configured integration scenarios with SAP landscape. SAP Hybris provides also a centralized way to manage all product and catalog information, making it available to specific customer groups and preferred channels in real-time.

In Microsoft offer the new platforms Azure and Dynamics provide a full scalable set of products for extended multichannel scenarios of customer engagement and commerce, including customized profiling and engagement, purchase behavior tracking, big data acquisition and analysis from products, systems and external environments, integration with back-office systems.

Organizations need to embrace the digital transformation and be ready to adopt and to manage new business models, capitalizing previous knowledge and experiences and trusting a long term investment. Ethica Consulting works side by side with its clients in this innovation path, considering the specific needs of each company but also promoting the best practices. Thanks to the experiences gained in dozens of projects both in CRM and in e-Commerce, based on different software platforms and integrated with ERP processes, Ethica Consulting can offer an “end-to-end” service with a fast and efficient deployment of the IT solutions.

Ethica Consulting, with its companies ICM.S SRL and Altevie Technology SRL, is one of the first certified partners in Italy for SAP Hybris technology, while with its company Altitudo SRL and Concert SRL Ethica is one of the main players in the Microsoft offer. In particular Altitudo is a leading partner for the Digital Transformation and is specialized in cloud based applications for customer engagement.

We provide specialized resources in both platforms with deep industry expertise, knowledge of enterprise processes and wide integration capability. We can count on several live references in all areas of Customer Engagement and Commerce including Marketing, Sales and Service, B2B and B2C portals and custom mobile applications.