Some of the most heavily visited corporate websites boast some of the lowest conversion rates and average order values, leaving millions of dollars on the table. Even companies that don’t sell products or services online may still not be effectively using the web experience to directly influence sales at the retail level, nor tracking or measuring their efforts to do so.
It’s easy to find someone who will redesign a site, build new applications or add layers of functionality. But when it comes to helping connect the dots to align online strategy, core business goals and consumer trends, that’s a different story. At Deloitte, we understand our clients’ businesses and industries and we put those insights to work on their websites and in their operations. Companies come to us when they want to transform the way they do business using the web, from strategy all the way through to execution. It’s not just about a newer, prettier site – it’s about changing the way organizations engage and communicate with their customers and prospects, from the web to core business processes and technologies. Learn more about the offering.
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Meet our people
- Dennis Bianucci, Principal, Deloitte Consulting LLP
- Kasey Lobaugh, Principal, Deloitte Consulting LLP
- CRM Transformation – Oracle
- CRM Transformation – Salesforce.com
- CRM Transformation – SAP
- Enterprise Content Management
- Mobility Enablement
- User Engagement – Adobe
Learn more about the offering
In some ways, the customer is the culprit behind businesses’ growing inability to connect the dots between their web strategy and business goals. Consumers are armed with constantly evolving technologies that change their behaviors just as quickly, whether online or in stores. Research, social networking, comparison shopping, loyalty programs – these tools are affecting purchasing decisions in real-time whether sellers like it or not. Companies need better ways of knowing exactly where their websites fit within this environment so they can drive more revenue from their efforts.
How we can help
It’s easy to find someone who will redesign a site, build new applications or add layers of functionality. But when it comes to helping connect the dots to align online strategy, core business goals and consumer trends, that’s a different story. At Deloitte, we understand our clients’ businesses and industries and we put those insights to work on their websites and in their operations. Companies come to us when they want to transform the way they do business using the web, from strategy to execution. It’s not just about a newer, prettier site – it’s about changing the way organizations engage and communicate with their customers and prospects, from the web to core business processes and technologies.
Here are some of the services we offer:
- Portal and e-commerce strategy
- Detailed business case development
- Application rationalization
- Portfolio and package road map development
- Functional solution and technical architecture design
- Platform and vendor selection
- Application development
- Instance consolidation
- Increased aggregate customer revenue across many channels
- Enhanced customer loyalty and “stickiness” through • improved experience and community
- Greater levels of user adoption
- Increased return on marketing and promotional spend
- Better integration between consumers, partners and suppliers
- Reduced operating costs by allocating the right transactions in the right low-cost channels
Four ways to get more value now
Here are some of the things we’ve learned while helping leading companies around the world transform how they do business on the web:
Embrace multichannel. Consumers rely on information from a variety of sources before making a purchase decision. The most successful organizations blur the lines between bricks and mortar, the web, contact centers and other customer touch points by supporting customer-centric processes across all of these channels.
Plan around the customer experience. Customer experience isn’t just about website design and usability anymore. The online experience is built into all of the processes that impact the customer, including back-office operations that cross channels.
Embrace social networking. Consumers rely on information from a variety of sources before purchase. Product reviews are now the minimum requirement. Industry leaders are creating communities for users to share ideas and user-generated content.
Go mobile. Consumers are rapidly adopting a wide array of devices to support their shopping and purchasing activities. Businesses need to figure out how to more effectively leverage their existing assets while introducing new mobile capabilities.
Web Solutions in action
- When a large music retailer with an extensive chain of brick-and-mortar stores was acquired by a private equity firm, its first big task was expanding growth through the web. We helped the company evaluate (and ultimately switch) its e-commerce software vendor and went even deeper to analyze the proposed architecture and deployment plan. Ultimately we provided project management office (PMO), operational transformation, functional solutions and technical architecture design and full implementation services.
- A leading office supply company with an extensive business-to-business website needed to revamp its approach. We helped design the overall e-commerce architecture, developed a resource schedule and plan and created a financial budget for board approval.
- A dominant U.S. software development organization boasts one of the most-visited sites on the web, but its online revenues remained a fraction of total revenues. The company selected us to help increase online revenues, delivering a strategic growth plan and making specific recommendations for operational and technology changes. Today we are helping orchestrate these changes and coordinating the implementation of a new e-commerce platform.
As used in this document, “Deloitte” means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.