Too little investment in new Web shops
Many German e-commerce companies’ shop systems clearly need a general overhaul. According to the e-shop operators, only one-third of sales platforms are state of the art. For a complete relaunch of the shop software, however, the Internet traders seldom have the necessary budget at their disposal. Forty per cent of Web shop operators consider the amount of money invested in new shop systems to be too small. These are the findings of the new INTERNET WORLD business trend scout survey Technical Trends in e-shops conducted by novomind in collaboration with the magazine INTERNET WORLD Business.
E-commerce systems are frequently more than five years old
Most e-shops have frequently been operating for five or more years without introducing any new software. One in five of the respondent online traders has not invested in a totally new system in the past five years and only—if at all—made do with facelifts and updates in certain areas of its shop software. Thirteen per cent of e-shops are even still working with exactly the same old systems they were using five years ago.
Outdated e-shops can be expensive
Yet regular investments in new IT quickly pay off. That’s because Internet customers favour shopping platforms that are constantly accessible, for example, platforms where the pages load quickly and offer them functions with added value. The respondent e-shops are certainly aware of this: what three-quarters expect of a new software solution is faster sales processing, a lower rate of shopping cart abandonment and improved customer loyalty. What’s more, modern shop software facilitates links to external sales platforms. For online retailers whose systems have no market-compatible interface, for instance, technical links to virtual marketplaces are significantly more complicated and therefore more expensive.
novomind AG: innovative software for professional customer communication
Hamburg-based software company novomind is the fastest-growing company in the fields of electronic customer communication and mail management. As a leading provider of innovative solutions for digital customer communication, novomind AG offers software for service-based, personalised interaction with customers. This achieves noticeable increases in the efficiency of customer administration, as well as a fast return on investment. The service portfolio of the Products Business Unit includes the novomind Self Service Suite. This software package contains all of the communication modules required for a customer service centre, which revolve around a central knowledge base: e-mail management, virtual customer consulting and systems for interactive real-time communication. In its Services Business Unit, novomind AG implements complex eBusiness applications. More than 40 big-name companies have already opted for novomind technology, including Citibank, Otto and the Deutsche Rentenversicherung Bund (German Pensions Association). Club Bertelsmann, EnBW and Mexx, as well as public sector institutions such as the German Bundestag and the Federal Ministry of Economics, are already using novomind systems successfully to back up their customer communication, increase their turnover and improve their public relations.