Retail industry has been evolving very fast. The upscale department store, the mail-order catalog, and the discount department store were earlier disruptive innovations that forced retailers to change and rethink how they did business. e-retailing has been in vogue for last few years but it is changing as well as becoming a huge force very rapidly. V2Biz has an in-depth understanding of the e-retailing industry and a focused Value Process Outsourcing methodology.

Know-how of Technology, Marketing, Consumer Behavior, Merchandising, Category Management, Customer Care, Order Management, Analytics Vendor Relationship and Logistics will support a successful e-retail organization. The service definition for such an evolving concept needs equally dynamic service support.

As per recent “The 2006 State of Retailing Online” conducted by Shop.org and Forrester Research year 2006 through 2008 will see the most innovation in online retailing. Consequently, retailers must stay on top of developments and continue to invest in the online channel. Also during this period, competition will heat up as many companies launch new online stores, especially manufacturers and boutique retailers, thanks to outsourcing services like one provided by v2Biz that make getting e-commerce channel up and running quicker and cheaper than ever.

V2Biz's Wheels of Win (WOW) methodology / services are designed to cater to a complete life cycle of e-retailing core and support processes. To be competitive on the e-retailing front the e-retailers need to have the right “wheels of win”. The WOW service offering for e-retailers represents four main wheels.

The critical components / wheels of WOW services by outsourcing are as follows:

• Marketing & Merchandizing
• Order Processing & Fulfillment
• Customer Support Management
• Supply Management
• Business Analytics

Marketing / Merchandising Services:
“The Wheel of Acquiring Buyers”

The mantra is to have the right product in the right place at the right price and at the right time. V2Biz undertakes the analytics based process outsourcing under following main service offerings:

• Listing Uploads & Management
• Banner Creation and Monitoring
• Pricing Products / Competitive Analysis
• Running, Monitoring and analyzing Affiliate Programs
• Search Engine Optimizations and Paid Search Program management
• Managing Direct Marketing and Partner based Marketing
• Managing Loyalty Programs

Order Processing / Fulfillment Services:
“The wheel of Business Operations”

A had earned order needs to be executed with utmost care since the customer expects to have an excellent service. A happy customer has a long “Life Time Value” as well as the word of mouth positive feedback drives more of his acquaintances to the online store. V2Biz is adapts to the specific needs of fulfillment and provides following main outsourcing processes:

• Stock / Inventory Management
• Payment processing and Risk management
• Invoice generation and Order Tracking
• Financial Accounts management

Customer Support / Contact Services:
“The Wheel of Customer Satisfaction”

Customer support is e-retailers front desk and a buyer carries impression about the store based on the direct interaction with the Customer Support. Right from Product Queries to Dispute resolution (if any) has to be handled with highest degree of proficiency. V2Biz provides services in following main areas under the WOW of Customer Support / Contact:

• Product Enquiries Response management
• Inbound Sales Calls Management
• Technical Support
• Payment Status reporting
• Order Status Tracking
• Replacement / Warranty query handling
• Dispute Resolution

Vendor & Supply Management Services:
“The Wheel of Availability / Cost Management”

Vendor and Supply Side Management is one of critical factors in managing cost and availability of products and thus long term competitiveness. The processes involved are external facing related to supply management. They are mainly:

• Requisition Management / Issuing Purchase Order
• Supplier Follow up and PO Tracking
• Procurement Pricing Negotiations

Business Analytics Services:
“The Wheel of Knowledge”

Data analysis and presentation of the parameter for tracking effectiveness of every process initiative helps determine the strength and weak areas. The strength will need to be used to gain further competitive advantage and the weak areas needs addressal from problem solving approach. The parameters to judge the internal process as well as operational and strategic initiatives will be decided in conjunction with customer needs. These parameters are presented as summary reports for control and planning. Some of the important parameters which are tracked are:

• User Profiling Analysis
• User to Buyer Conversion Rates
• Inventory Management by Contribution
• Profitability Analysis
• Competitive Analysis

To drive the customer processes successfully the WOW wheels are supported by the V2Biz outsourcing methodology “Steering Wheel”.

At the core of this methodology is the three resources which drive any outsourcing project i.e.

• People as Doers
• Process as system
• Technology as enabler

The demanding and ever changing e-retailing landscape required continuous training of the employees as per the changed processes. This puts a demand on creating a flexible environment around the key resources especially around acquiring knowledge about changing business needs and training and retraining of the staff. . The well trained, knowledgeable employees execute the processes under defined SLAs.

The technology has been and would always be a binding force among the services to multiply efficiencies and effectiveness. V2Biz continuously tracks the change in the technology side of e-retailing and helps client build scalable, efficient and integrated technology solution.