In today’s hyper-competitive retail environment filled with complex challenges, web commerce solutions must do much more than simply process shopping transactions quickly and efficiently. Web sites today must also manage customers, merchandise, inventory, and complete order life cycle information. The continued consumer migration to cross-channel shopping demands that web commerce solutions integrate the entire customer experience by helping retailers connect rich, personalized web sites to their stores, call centers, catalogs, and fulfillment centers. View our e-Commerce Showcase page to see some of the world's leading online brands that rely on Escalate e-Commerce software to help power their online presence.
 
  
Challenges to Experiences that Build Loyalty
Escalate Retail’s comprehensive, front-to-back commerce solution, built upon an integrated Java platform, is designed to help overcome the many obstacles to loyalty-building online experiences faced by so many retailers today:

  • Long-standing silos between sales channels that restrict information flow, process efficiency, and inhibit your ability to provide effective customer service
  • Duplicated and disconnected business logic that must be maintained in each channel to provide a consistent presentation to the customer in every channel
  • Limited or non-existent views into customer history and preferences that are required to drive personalized web experiences
  • The need for multiple sites to reflect the varied faces of many retail brands
  • Disconnected order management processes that can severely restrict and inhibit flexibility, efficiency, and service levels

Exceeding Expectations through Rich, Personalized Online Experiences
Escalate’s web commerce solutions are designed to work together to streamline and personalize all commerce transactions, dissolve channel silos, leverage common business logic across all channels, share the rules, information and processes necessary to deliver a 360° view of the customer in every channel, and fulfill ever-escalating consumer expectations every time they shop online.

A critical differentiator of our Web Commerce solution is its ability to foster flexible site design and marketing creativity via our content management, publishing, and in-context editing capabilities. Unlike many first-generation content management and publishing tools, which restricted creativity and minimized marketing’s ability to create rich web experiences, our Web Commerce engine makes it easy to deliver relevant and responsive content to each customer upon every visit.

Our retail partners have utilized our Web Commerce solution to deliver rich, personalized web experiences by taking advantage of such features as:

  • Intuitive Guided Selling, to support high-impact product evaluation and comparison
  • Faceted Search Capabilities, which make it easy to narrow searches based upon relevant categories and attributes
  • Personalized Content, to deliver, make product recommendations and targeted promotions and offers that are relevant and meaningful to each visitor’s affinities and preferences

Our Web Commerce solutions have already helped deliver rich, personalized experiences, operational efficiency and most importantly, improved customer loyalty, for dozens of leading retailers, including such exclusive department stores as Saks Fifth Ave. and Kohl’s, some of the hottest specialty retailers like The Buckle, Tommy Bahama and Men’s Wearhouse, as well as fast growing e-commerce players like Ice.com.

"Getting Personal" with Your Best Customers
In addition to providing consistently exceptional online shopping experiences, our integrated Relationship Management solutions provide a powerful platform upon which our partners progress toward their ultimate goal of building sustainable loyalty among their best customers. Our Relationship Management solutions personalize the entire online shopping experience, allowing retailers to recognize shoppers and leverage their shopping and browsing history to present tailored assortments, personalized content, offers that reflect their tastes and preferences, and relevant related items for cross-sell and up-sell opportunities.

Our Relationship Management solution connects seamlessly with our Web Commerce engine to deliver a complete 360º view of every customer in every channel and provide the insight required to understand each customer’s history, affinities, tendencies and preferences, every time they visit your brand.

Our Gift Registry product adds valuable service offerings to the web experiences of some of our largest retail partners and has a solid track record of driving repeat visits and incremental sales. By integrating wish lists and loyalty programs together with their gift registries, our partners are able to leverage the full potential of these key revenue drivers via their web sites and contact centers.

Cross-Channel Connectivity Drives Customer Satisfaction
In order to provide consumers the shopping flexibility they demand, we make all inventory in our retail partners’ ecosystem available to every web transaction. Whether the inventory is in a store, a distribution center, or waiting for a drop-ship order in a supplier’s warehouse, we expose all enterprise-wide inventory to every transaction and manage all commitments through our Available-to-Promise application to ensure that the consumer is never forced to leave the web site empty-handed because of misdiagnosed out-of-stocks, and our retail partners are able to leverage every sellable piece of merchandise to its fullest advantage.

Another critical customer service component of our Web Commerce solution is our ability to seamlessly connect our commerce tools to our Contact Center and Order Management products to streamline customer service and order life cycle processes to deliver a long list of customer and business benefits, including:

  • Real-time tracking of multi-channel orders throughout the entire order life cycle
  • One-call access to up-to-the-second order status information
  • Event notification and exception triggers to allow customer service representatives to respond quickly and effectively to any problems that may jeopardize an order
  • Automated Case routing and escalation capabilities
  • Easily searched customer history and profiles within a full account history
  • Real-time price quotes and targeted marketing messages via access to consistent information shared across channels

Escalate Order Management is, in many ways, the backbone that fuses together our Web Commerce solution. By keeping orders moving, all departments and customers informed on order life cycle status, our order management system simplifies many of the cross-channel challenges retailers are struggling to solve. The Order Management system helps to consolidate orders from multiple channels, including web order entry, ecommerce storefronts, POS systems, kiosks, and third-party channel partners, to ensure that every order is processed as expected through every phase of the entire order life cycle.

Creating Passionate Customers
In the end, our Web Commerce solution is a critical component of our mission to help our retail partners create more passionate customers. We are uniquely positioned to deliver on this mission because we bring together our Web Commerce solution with our industry leading Customer Order, Store Experience, and Loyalty solutions. By seamlessly connecting these tools together, we enable retailers to provide high quality interactions supported by differentiating customer service, no matter which channel the customer chooses to shop.