Start Now Collaboration SolutionsStart Now Collaboration SolutionsPutting a “Human” face on the Web

e-business Problems?e-business Problems?

Have you spent time and money on web-based Have you spent time and money on web-based applications only to find…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 canthere are solutions that you can Start Now!Start Now!

The Internet PhenomenonThe Internet Phenomenon

Online population --319 MillionGlobal Reach, March 2001

U.S. Consumer e-commerce to reach $45 BillionJupiter Research, Oct. 2000

Online adults who shop on the net – 56%Roper Starch, Oct. 2000

Homes with high speed access – 3.1 millionTelecommunications Reports International, June 2000

Online small businesses with e-commerce in 2000: 34%IDC, Mar. 2000

Worldwide Domains registered: 26,993,431Zooknik.com, Dec 2000

New domain names registered each week: 368,200Network Solutions, Nov. 2000

The Internet DilemmaThe Internet Dilemma

e-business is essential to remaining competitive…e-business is essential to remaining competitive… Capitalize on explosive Internet growth Expand market reach Extend operational & service availability Lower cost of sales

……the Internet is inherently impersonalthe Internet is inherently impersonalEliminates direct human interactionEliminates direct human interaction

Difficult to maintain lasting relationshipsDifficult to maintain lasting relationships

Long term erosion in customer satisfactionLong term erosion in customer satisfaction

- But - - But -

Why People are ImportantWhy People are Important

Trust and Relationships are key to driving revenueTrust 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 completeNew 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

CollaborationCollaboration

What is Collaboration?What is Collaboration?Lat. Com-, together + Lat. Laborare, to work.

1. To work together, esp. in a joint intellectual effort2. To cooperate treasonably, as with an enemy occupying one’s

country

How does it help?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!e-Collaboration!

Collaboration in e-businessCollaboration 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 works!

e-Collaboratione-Collaboration

CollaborationCollaborationAnswer questionsAnswer questions

Resolve problemsResolve problemsEnable value chainsEnable value chains

Develop communitiesDevelop communities

Notify customersNotify customers

BuyingBuying

SellingSelling

e-service

e-commerce

e-chain

e-service

e-commerce

e-chain

WorkflowWorkflowVirtual workspacesVirtual workspaces

Real-time collaborationReal-time collaboration

TransactionsTransactionsData Data

QuickPlaceQuickPlaceQuickPlaceQuickPlace

e-Collaboration Technologiese-Collaboration Technologies

Real-time CollaborationReal-time Collaboration Conferencing services Secure instant messaging services Integration services

Virtual WorkspacesVirtual Workspaces Share tasks, content, knowledge Project Management and scheduling

WorkflowWorkflow Develop, manage and monitor business processes Eliminate the pitfalls of paper-based work

SametimeSametimeSametimeSametimeLotus

e-collaboration Scenariose-collaboration Scenarios

B2B Negotiation/RFPB2B Negotiation/RFP Inter-company teams working together to process complex

agreements and contracts WebinarsWebinars

Hold electronic meetings to roll-out new products, provide expert sessions, manage attendees…

Commerce ChatCommerce Chat Live customer assistance through human interaction over the

web

Real-time CollaborationReal-time Collaboration

Virtual Workspaces - TeamingVirtual Workspaces - Teaming

Global collaboration

Shared applications

Network awareness

B2B Collaboration & WorkflowB2B Collaboration & Workflow

Customer ValueCustomer Value

Enhance the benefits of e-Commerce, CRM and Enhance the benefits of e-Commerce, CRM and other applications, through…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

Affordable SolutionsAffordable Solutions

Software ComponentSoftware Component $ $ (SRP)(SRP)

Sametime Server (Extranet license)Sametime Server (Extranet license)

- Sametime per user license ($59 each)- Sametime per user license ($59 each)9,9959,995

QuickPlace Server (Extranet license)QuickPlace Server (Extranet license) - QuickPlace per user license ($59 each)- QuickPlace per user license ($59 each)

9,6329,632

Business Partner Services - from…Business Partner Services - from…

- Planning, implementation and customization- Planning, implementation and customization (varies by Solution Provider)(varies by Solution Provider)

7,5007,500

Simple JustificationSimple Justification

Commerce Chat (Sametime)Commerce Chat (Sametime) MonthMonth AnnualAnnual

E-commerce salesE-commerce sales 250,000250,000 3,000,0003,000,000

Abandoned carts (over 50%)Abandoned carts (over 50%) 250,000250,000 3,000,0003,000,000

Salvaged carts (10%)Salvaged carts (10%) 25,00025,000 300,000300,000

Increased Profit @ 10%Increased Profit @ 10% 2,5002,500 30,00030,000

Cost of Solution (one time)Cost of Solution (one time) 25,00025,000

R.O.I.R.O.I. 20%20%

www.ibm.com/software/smbwww.ibm.com/software/smb

Start Now!Start Now!

What Should You Do Next?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-businessDriving Business Value through e-collaboration

(Benchmarking Partners)– Detailed information on Lotus Sametime and Lotus QuickPlace– Contact a qualified IBM Start Now Business Partner