eBusiness SME Development A Case Study

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eBusiness SME DevelopmentA Case Study
fastforward to SME Competitiveness in Trinidad
and Tobago
Presenter Cassim Parak
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Value Proposition

• The Digital Mall value proposition is not about
  technology but rather about clear strategy from
  people passionate about customers that aim to
  evolve business processes using technology

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Core Services

• Outsourced Call Centre
• Inbound and outbound services
• Technology Platform Services
• Digital campaign management
• Customer Touch Points
• Business Intelligence services
• Loyalty Tracking
• 4th party logistics and delivery
• Fraud protection services
• Real time payment gateways
• Reporting tools
• Database Content Architecture

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Vision Mission

• Partnership with Customers
• Building comprehensive solutions
• Innovative business relationships
• Yielding mutual ROI
• Committed people
• Diverse technology
• Anywhere, Anytime access to products
• A customer-centric focus

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Background Culture

• Established in 1998 from concept to Click n
  Mortar
• 42 Permanent Staff members, 30 Temporary Staff
• Inside Out Principle People are the Assets
• Emotional Quotient Home away from Home
• Knowledge Management Knowledge Workers in a
  Knowledge eConomy
• Return on Employee Quality of Performance
  incentives
• Large investment in People Learning
• Promotion Progression encouraged

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Business Strategy

• View of the Web as a Business enabling tool
• Customer experience equals value of the company
  brand
• Know your customer and be their advocate
• Touch points for easy customer access
• Continuous business improvement using technology
• Delight Amaze the Customer, no need for large
  marketing budgets
• Establish strong partnerships
• Attract Medium Large Enterprise Customers

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ICT Strategy for Customer Management

• Vision and Scope
• Pre - Sales Research
• Internal Workshop
• Documentation proposal
• Vision and Scope
• Sign or Review
• Functional Specification
• Functional Specification
• Project Plan Costs
• Presentation Quote
• Sign or Review
• Internal kick-off meeting
• Content Gathering
• Development
• Development milestones
• Release to Web
• QC (quality check)Testing
• Training of users
• Final Sign-Off

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Customer-Centric Model
In the future the most powerful brands will be
customer-centric. Successful Companies will know
their customer and will be the customers
advocate.
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The Mall

• Digital Mall
• Netflorist
• Family Health Lifestyle

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Tenants

• Sample Tenants
• Online Auctions - Bid or Buy (www.bidorbuy.co.za)
• Tyres - Bridgestone South Africa
• Cars - BMW South Africa
• Photocopiers - Nashua Backup Express
  (www.backupexpress.co.za)
• Database Marketing - Pantene (www.pantene.co.za)
• Toiletries - Procter Gamble SA
• Brands - JT International (Camel and Winston
  brands)
• Mattresses - Sleep City (www.sleepcity.co.za)
• Furniture - Furniture City (www.furniturecity.co.z
  a)
• Home Appliances - Appliance City
  (www.applinacecity.co.za)
• Emergency Medical Care - Netcare 911
  (www.netcare911.co.za)
• Flowers - Flowerite (www.virtualflorist.co.za)
• Take-away Food - Nando's (www.nandos.co.za)
• Computers Accessories - Digizone
  (www.digizone.co.za)
• Movie Entertainment - Ster Kinekor
  (www.sterkinekor.com)

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The Business Framework

• The Digital Mall Model
• Multi Channel Commerce
• Customer Centric
• Continuous business improvement
• Innovative technology implementation
• Employees as Assets

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The Future

• Digital Mall has developed a substantial
  infrastructure, intellectual property and
  goodwill and is now developing a continental and
  international roll-out strategy in partnership
  with its technology partners. The company has
  grown from a small organisation with a concept to
  compete favourably in the clicks mortar world
  as a medium-sized player.

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Digital Mall - Credits

• Digital Mall Holdings
• Company International Trademarks
• Our World is your basket
• Digital Mall
• Press Office
• www.digitalmallinfo.co.za
• Contact Information
• Yaron Assabi
• 2711-259-1001

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Thank You

• Question Answer Session