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Page 1: Ecommerce Ecosystem in Europe EN - Cloud Application ... · |INTRODUCTION - The Ecommerce Ecosystem in Europe 1 INTRODUCTION The goal of this research-based white paper is to take

Going Global: THE ECOMMERCEECOSYSTEM IN EUROPE

Analyzing the top 3rd-partysolution providers in the Europeanecommerce market.

| whitepaper

Page 2: Ecommerce Ecosystem in Europe EN - Cloud Application ... · |INTRODUCTION - The Ecommerce Ecosystem in Europe 1 INTRODUCTION The goal of this research-based white paper is to take

| - The Ecommerce Ecosystem in EuropeINTRODUCTION 1

INTRODUCTION

The goal of this research-based white paper is to take an unbiased look at the major players

and examine the different features, functionality and service levels offered by each. The

method from which our results were derived is explained in the first sections of this white

paper. We hope that this white paper will serve as a reference for ecommerce professionals

across Europe so they are able to take an accurate look at the latest technologies being

offered and make more informed business decisions. This is the first in a series that will cover

all of the continents.

www.osf-global.com

The European ecommerce industry is one of the fastest growing in the world.With a fast-expanding network of 3rd-party software solution vendors, it hasbecome difficult for many businesses to determine which platforms will fit intotheir existing system.

METHODOLOGY

CLASSIFICATION CRITERIA

TERMINOLOGY

ANALYSIS

CONCLUSION

Table of Contents

1

2

3

4

5

Page 3: Ecommerce Ecosystem in Europe EN - Cloud Application ... · |INTRODUCTION - The Ecommerce Ecosystem in Europe 1 INTRODUCTION The goal of this research-based white paper is to take

METHODOLOGY

2

www.osf-global.com

IMPORTANT!

Products and solutions with the N/A classification did not have information available for numerical rankings.

This white paper was created with the goal of presenting a classification of the top 3rd-party

ecommerce solution providers specific to the European market. In this scope, OSF evaluated

the providers and their solutions/products against a general set of criteria that are described

below. We determined the most important factors, such as SLA agreements, security, and

integration capability, and ranked each provider using a number scale. Then, each provider

was given an overall score by taking the mean of their scores for each section. The results are

discussed in more detail in the Conclusion section.

Research was performed by the ecommerce market experts at OSF Global Services, and the

results were determined using a mathematical formula. By adhering to a numbers-based

approach we are able to provide an accurate analysis without the influence of marketing or

sales materials, giving decision-makers the insights they need to select a provider.

| - The Ecommerce Ecosystem in Europe METHODOLOGY

CLASSIFICATION CRITERIA 1| SLA | Evaluates whether or not the provider offers a Service Level Agreement (SLA).

| Weight: ❷

| Ranking: NO – point / YES – points1 5

_______________________________________________________________________________________________

2| API | Evaluates whether or not the provider has an Application Programming Interface (API).

| Weight: ❸

| Ranking: NO – point / YES – points1 5

_______________________________________________________________________________________________

3| Integration Support & Documentation | Evaluates whether or not the provider offers support, a dedicated support team and

documentation during the development phase. Support can refer to any process

aiming to assist during that phase. Documentation can refer to API documentation or

any other technical/non-technical resources that clearly describe solution/product

components and features, flows and processes, testing and any other resources

required for integration.

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3

www.osf-global.com

| Weight: ❸

| Ranking: - Preliminary support, to review and discuss the integration plan, or

requirements and technical support during integration – point1

- API documentation instructions – helpful documentation integration

advice and resources – point1

- Test data/accounts or development sandbox – point1

- At least one pre-built integration (cartridge/extension) for an

ecommerce platform – point1

- Case Studies / Developers Wiki / Blog – point1

_______________________________________________________________________________________________

4| Post Production Support | Evaluates whether or not the provider has an IT support process in place after the

integration has been concluded.

| Weight: ❸

| Ranking: - Dedicated support team/person – points1,25

- Maintenance capabilities – points1,25

- Portal for customer support – points1,25

- Ticketing system for customers – points1,25

_______________________________________________________________________________________________

5| 24/7 Emergency Support | Evaluates the possibility to contact a support team/person in a very short period of

time.

| Weight: ❸

| Ranking: - Phone support 24/7 – point1

- Live chat support 24/7 – point1

- Email support 24/7 – point1

- Onsite support – point1

- Remote support – point1

_______________________________________________________________________________________________

6| Security | Evaluates whether or not the provider has in place security practices that ensure its

trustworthiness. This can refer to (but is not limited to) ensuring the security and

integrity of all sensitive data, encryptions, storage, audits & certificates, privacy practices

etc.

| Weight: ❷

| Ranking: - Data encryption – point (to ensure data transit there should exist a 1

secure tunnel protected by an encryption protocol/scheme)

- Data storage – point (the data that is sent and stored should be 1

encrypted)

- Industry certificates – point (the 3rd-party provider should own an 1

industry certificate, i.e. PCI DSS certified)

- Privacy Policy/Terms and Conditions – point (evaluates how the 1

collected information is used and that the collected data is not provided

to 3rd parties without authorization)

- Data backup & restoring – point1

| - The Ecommerce Ecosystem in Europe CLASSIFICATION CRITERIA

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4

www.osf-global.com

7| Deployment | Evaluates the options that the vendor offers concerning the solution deployment

(whether or not the provider has in-house or system integration partners).

| Weight: ❶

| Ranking: - In-house Development Services +

System Integration Partner(s) – points5

- In-house Development Services only – points3

- System Integration Partner(s) only – point1

_______________________________________________________________________________________________

| - The Ecommerce Ecosystem in Europe TERMINOLOGY

TERMINOLOGYOrder Management Systems (OMS) - Order Management Systems are used to

manage and organize received orders, monitor inventory levels, and communicate with the

customer through the different stages of the purchasing cycle. OMS's can also organize orders

by customers and priority, reserve inventory in the warehouse system and generate expected

delivery dates.

Email Marketing Platforms - How do you stay in touch with your customers if you

have thousands, or millions, of them? Email marketing platforms offer businesses the ability to

easily and automatically send order confirmations, shipping notices and targeted promotions

to individual customers or custom-built lists of customers. The most popular email marketing

platforms integrate directly with your ecommerce platform and/or Customer Relationship

Management (CRM) system so there is a seamless flow of customer data and detailed

campaign reports.

Ratings/Reviews Platforms - Ratings & Reviews platforms have become an industry

standard for ecommerce websites. Some of the first things a prospective customer looks for

when researching a product or service are reviews from people who have already used that

product or service. Integrating a Ratings & Reviews platform into product pages helps

customers make informed purchasing decisions—reducing returns, improving conversions and

strengthening your brand.

Fulfillment Services - 3rd-party fulfillment service providers specialize in warehousing,

shipping and returns for retailers that do not have the resources or capability to do so in-

house. Fulfillment partners have steadily emerged alongside the ecommerce industry as more

businesses are realizing the benefits of outsourcing what can be a very complex and expensive

process.

Payment Gateways - Payment Gateways act as a digital point of sale system for retailers,

integrating directly with ecommerce platforms other back-end systems. The main functionality

of a payment gateway is to verify and authorize credit card transactions through secure,

encrypted exchanges.

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5| - The Ecommerce Ecosystem in Europe ANALYSIS

ANALYSIS

▪ Ratings|Bazaarvoice |eKomi |Listrak |PowerReviews |Shopzilla

▪ Email Marketing|eXact target |Bronto |eCircle (Teradata) |Listrak |SailThru

▪ Order Management Systems |Edge |Micros |NetSuite OMX |Order Dynamics |Shopatron

SLA ❶

API ❸

Integration Support& Documentation

Post ProductionSupport

Security ❷

Deployment ❶

24/7 EmergencySupport

5

5

2

1

3

4

4

5

5

3

4

3

N/A

5

5

5

5

4

3

5

5

5

5

5

5

3

4

5

5

5

5

3

3

5

5

SLA ❶

API ❸

Integration Support& Documentation

Post ProductionSupport

Security ❷

Deployment ❶

24/7 EmergencySupport

5

5

5

4

3

5

5

5

5

5

5

3

4

5

5

5

2

3

3

4

5

5

5

3

4

3

4

1

5

5

5

5

3

4

5

SLA ❶

API ❸

Integration Support& Documentation

Post ProductionSupport

Security ❷

Deployment ❶

24/7 EmergencySupport

5

5

4

2

3

4

5

N/A

5

3

2

3

N/A

4

N/A

5

N/A

N/A

3

4

4

5

5

2

3

3

4

5

N/A

5

4

2

N/A

4

N/A

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www.osf-global.com

▪ Ful�llment Services|FiftyOne |Bongo International |International Checkout |TradeGlobal (Filltek) |Borderfree

SLA ❶

API ❸

Integration Support& Documentation

Post ProductionSupport

Security ❷

Deployment ❶

24/7 EmergencySupport

5

5

N/A

2

3

4

N/A

5

5

3

2

3

5

5

5

5

N/A

3

N/A

3

5

5

5

4

4

3

N/A

4

5

5

N/A

2

3

4

N/A

▪ Payment|Cybersource |Ingenico (Ogone) |Adyen |Worldpay |OptimalPayments

SLA ❶

API ❸

Integration Support& Documentation

Post ProductionSupport

Security ❷

Deployment ❶

24/7 EmergencySupport

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

5

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7

CONCLUSION

| - The Ecommerce Ecosystem in Europe CONCLUSION

Shopatron

Based on the results of the analysis, we are able to draw the followingconclusions about the 3rd-party ecommerce provider networkin Europe:

▪ Order Management Systems

Order Dynamics

4.25

4.50

4.44

3.44

3.13

Netsuite OMX

Micros

Edge

While SLA and API were strong on all accounts, the

order management systems section had among all

categories the lowest performing

solution—Edge—in Integration Support &

Documentation and Post Production Support.

This is not however indicative of overall poor

performance among OMS solutions, rather a stark

disparity in products on the marketplace. 100% of

the remaining ratings for all products were in the 3-5

range, with NetSuite OMX and Order Dynamics

boasting the highest ratings, with mostly 5 across the

board.

▪ Email Marketing Platforms

SailThru

Listrak

3.69

3.56

4.50

4.50

3.94

eCircle

Bronto

eXact Target

Email marketing platforms in the study had

comparative performance ratings across the board,

barring a few exceptions. In SLA, API and 24/7

Emergency Support, the products were identical.

The most substantial variations are found in

Integration Support & Documentation and Post

Production Support, with Listrak ranking the lowest

on both accounts.

eCircle (Teradata) and Bronto ranked the highest

above all on average, with 5's in all categories except

in 24/7 Emergency Support (3's) and Security (4's).

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Shopzilla

▪ Ratings & Review Platforms

PowerReviews

2.56

1.63

3.56

2.69

3.75

Listrak

eKomi

Bazaarvoice

The ratings & reviews platforms had dramatic

variations in performance, with key advantages and

disadvantages prompting careful consideration of

one's business goals before choosing a solution.

The clear winners are Listrak and Bazaarvoice, but

for different reasons. Bazaarvoice has weaknesses in

Post Production Support, where Listrak's lies in

Integration Support & Documentation.

For the remaining products, one should take note of

cases in which no information was found before

making a decision about selection.

▪ Ful�llment Platforms

Borderfree

TradeGlobal

2.69

3.56

2.50

3.69

2.69

Inter.

Checkout

Bongo

International

FiftyOne

Worldplay

▪ Payment Gateways

Ayden

5.00

5.00

5.00

5.00

5.00

Payone

Ingenico

Cybersource

The payment gateways section was the best-

performing of them all. As the results show, all of the

providers scored 5's across the board. This can be

deceptive, though, as not all platforms are really the

same.

While the five providers we examined offer similar

levels of features, service and security, there will

undoubtedly be nuances that only you can uncover

by looking at your business needs and challenges.

The study's fulfillment platforms are most notably

different because of varying availability of information

about their features. With this in mind, consider your

need for Integration Support & Documentation, 24/7

Emergency Support, Security and Deployment before

making a decision.

By ranking alone, Bongo International and

TradeGlobal are the clear winners, with Bongo

International's strengths in Security and Deployment,

TradeGlobal's in Integration Support &

Documentation and Post Production Support. A highly

refined understanding of your business needs is

necessary, in this case.

Page 10: Ecommerce Ecosystem in Europe EN - Cloud Application ... · |INTRODUCTION - The Ecommerce Ecosystem in Europe 1 INTRODUCTION The goal of this research-based white paper is to take

Thank Youfor Reading!For more valuable insights, access our entire library.

Share with friends and colleagues:

End-to-end ecommerce services, cutting edge solutions and best-practice methodologies to

help you: Enable your Website

Increase Conversion Rates

Expand Globally

For more information on OSF Global Services’

digital commerce and optimization

services, please check out our website:

www.osf-commerce.com

9

On-demand ecommerce platforms accommodate the extensive customization and integration

required to deliver an engaging and pleasant online shopping experience. That means retailers

can opt to integrate many applications and 3rd-party platforms to enhance their websites,

using dozens of different kinds of software. In addition to the major categories analyzed in this

white paper, there are many other categories to consider when building-out or improving your

ecommerce solution.

All trademarks and trade names mentioned herein are the properties of their respective holders and hereby acknowledged.

OTHER POPULAR 3RD PARTY SYSTEMS

| - The Ecommerce Ecosystem in Europe OTHER POPULAR 3RD PARTY SYSTEMS

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