NetSuite Inc., a vendor of cloud-based business management software suites,
has announced NetSuite “Commerce as a Service” (CaaS), enabling businesses to
manage their interactions with other businesses and directly with consumers via
a cloud platform that delivers the customer experience, via any current or
future device, directly on the core NetSuite cloud ERP/CRM business management
application.
At the heart of the CaaS initiative is NetSuite SuiteCommerce, a new commerce-aware
platform that provides a central system to manage all transactions and
associated customer interactions with consumers and other businesses regardless
of touchpoint (Website, smart phone, social media site, in-store, etc.).
“Over the past decade, NetSuite has transformed how our customers operate
their businesses internally. Over the next decade, NetSuite will transform how
businesses operate with other businesses and with their customers through
NetSuite Commerce as a Service. Our new NetSuite SuiteCommerce offering is at
the heart of this transformation,” said Zach Nelson, CEO of NetSuite. “By
transforming the NetSuite business application into a commerce-aware platform,
we enable our customers to extend the richest set of cloud operational
capabilities available anywhere directly to their customers, regardless of the
device those customers are using – be it a smart phone, a tablet, a personal
computer, a point-of-sale system, or touchpoints not yet developed.”
Increasingly, the proliferation of new end-user preferred “touchpoints” such
as smart phones and social media has increased customers’ expectations of a
tailored, individualized experience. Consumers assume businesses have full
visibility to their transactions across touchpoints and will use that knowledge
to provide an optimized experience. Likewise, businesses expect their suppliers
to have insight into their business relationships, and assume that they will
deliver a B2B experience as compelling as a B2C website. Finally, physical
products increasingly include commerce-embedded capabilities, which enable
machine-to-machine (M2M) commerce without the involvement of humans, based upon
defined business rules for predictable needs.
The Architecture
NetSuite SuiteCommerce is architected to enable companies of all sizes to
deliver rich, touchpoint-agnostic experience to their customers,” added Zach
Nelson. “The secret sauce is an integrated back-end system that combines core
business processing capabilities with rich customer profiles, to deliver the
brand promise of a personalized experience, anytime from anywhere.”
SuiteCommerce exposes native NetSuite commerce capabilities -- including
merchandising, pricing, promotions, payment processing, support management, and
customer management -- as services that can be leveraged by any presentation
layer, while providing an integrated back-end business management system. The
NetSuite SuiteCommerce platform includes several new important technologies:
•
SuiteCommerce Experience – The SuiteCommerce Experience is the page
serving and development framework that enables companies to deliver rich user
experiences, regardless of touchpoint. The SuiteCommerce Experience is flexible so as to enable designers to create any type of customer experience –
from page layout to interaction design. SuiteCommerce Experience offers sub-second page times
by avoiding the redundant rendering and downloading associated with traditional
presentation frameworks. Leading eCommerce design agencies including
Fluid, Sweden Interactive,
Live Area Labs, and
Pod1, among others, joined as
initial customer experience partners supporting the SuiteCommerce Platform.
•
SuiteCommerce Services –The SuiteCommerce Platform includes a new group of
services called SuiteCommerce Services that expose NetSuite’s back-end commerce
functionality and data as services to the SuiteCommerce Experience and any
other commerce front-end application. These services, combined with associated
SuiteCloud development tools, enable customers to develop new business logic
and leverage that business logic across multiple touchpoints. For example,
promotions can be implemented once and enabled across online, telephone and
in-store transactions to augment the core transactional capabilities, and
customize the system to their exact requirements. Leading B2C and B2B commerce
providers such as
Square,
Stripe,
SPS Commerce, and
Retail Anywhere have
announced new product offerings to support omni-channel commerce on top of the
SuiteCommerce Services platform.
•
NetSuite Commerce Platform –The NetSuite Commerce Platform provides the
core native business processing capabilities to run modern commerce operations, including order management, inventory management and payment processing with
personalized promotions, merchandising, account management and support
management technologies. The power of providing an
integrated experience and cross-channel business logic with SuiteCommerce is
apparent in the following use cases:
• Retail: When customers appear in a retail setting, not only will they be
recognized, but store clerks will also be able to see on their point-of-sale
system what is in their eCommerce shopping cart or wish list as they serve
them.
• Multi-Channel Business Logic: Since SuiteCommerce offers a single back-end
system for processing orders, managing inventory and generating offers, a
business rule such as a maximum number of purchases on a sale item, can be
implemented once and enforced across the website, in-store and via telesales.
• Rich Customer Profile driving promotions: SuiteCommerce provides a single
system for customer history, product/item details, and promotions management.
For example, a promotion could be created in seconds targeting customers who
have purchased more than $1,000 across any channel and offer a limited time 30
percent off promotion on any item with a gross margin greater than 50 percent.
Product Configurations
There are two versions of NetSuite SuiteCommerce, one
designed to meet the needs of small and mid-sized enterprises and one designed
for large and very large enterprises. NetSuite SuiteCommerce Mid-market is
available immediately and includes the core functionality of SuiteCommerce
Services, as well as access to a number of add-on modules including product
feeds, ratings and reviews, and loyalty programs. It is designed to support
companies with smaller order volumes and product catalogs. NetSuite
SuiteCommerce Enterprise includes the entire SuiteCommerce offering
(SuiteCommerce Experience and SuiteCommerce Services Platform). It provides
support for enterprise scale order volumes and product/item catalogs.
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