Get on the same eye level with end customers

Direct customer contact, product data in the millions and marketplaces in the hundreds: whether they produce sneakers, tools or agricultural machinery, manufacturers have to overcome a wide variety of challenges when it comes to digital commerce and they have to think about customer service to boot. So, what can help? Best-in-class software solutions from a single source.

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Fricke
A unique opportunity for manufacturers

D2C – much more than just a buzzword

Nowadays, many end customers want to buy directly from the manufacturer. This is a great opportunity, but at the same time, D2C trading comes with some new challenges. The websites of companies that want to put their efforts into D2C should ideally feature the entire product range, all products should be available to order at any time and the data for the products on the online shop must be diligently maintained.

 

The increased demands placed on the industry also come with regulatory issues, such as data compliance and certifications. Whether B2B and B2C, data must be continuously updated. This also applies to customer data, which is crucial for a successful customer journey.

Did you know?

  • In 2021, over 40 percent of consumers worldwide made an online purchase directly from the manufacturer.
  • Around 60 percent of end customers appreciate the better shopping experience provided by manufacturers.
  • 45 percent of consumers stated how they consume or use products and thus voluntarily trusted manufacturers with their data.

    Source: 2022 Consumer Trends Report by Capgemini

Make pain points into gain points

Manufacturers are getting involved in retail

In addition to their own websites, nowadays manufacturers should also be active on the relevant marketplaces if they want to increase their reach and turnover in the long term. Keeping quality consistent when it comes to product data plays a key role here too. Large, international marketplaces also have their own interfaces, APIs and processes.

 

D2C involves much more than just trading in products. Well thought-out “Direct to Customer” business also includes competent customer service, which is fundamental to the customer experience. What used to be dealt with by sales partners is now what customers expect from the manufacturers themselves, and across all touchpoints, with consistent responses to all kinds of queries to boot. Intelligent solutions are needed to ensure that omnichannel communication works properly, even when there are thousands of queries per month, without costs shooting up for the manufacturer.

novomind are thinking one step ahead when it comes to digital commerce and customer service

novomind iPIM

Perfect product data for complex scenarios

novomind iPIM makes it possible for an entire array of product data to be properly managed and maintained. The right product data management helps to meet requirements across all touchpoints and for all groups of customers.

novomind iSHOP

The real-time shop system that can be adapted as desired

The innovative, modular real-time shop system for growth-oriented B2C and B2B companies in omnichannel commerce. novomind iSHOP supports medium-sized and large companies with setting up digital sales areas and is fully multi-client capable, even for the complex requirements of the industry: it supports different countries, languages, currencies, stores and channels. novomind iSHOP combines all the important features for successful online retail on one platform.

novomind iMarket

The marketplace middleware for maximum global reach

novomind iMARKET meets all the different requirements that leading global marketplaces have for product data. Stock levels, orders and prices can be shared with marketplaces in real time. novomind iMARKET is the perfect middleware for ensuring that this sales channel is efficiently managed.

novomind iAGENT

Omnichannel customer service with WOW factor

We go above and beyond: we unite digital commerce with customer service, offering a comprehensive range of services to companies who are active on the market. In this way, our novomind iAGENT contact centre software improves customer service processes over the long term. AI classifies customer queries and, for example, helps prioritise them with chatbots, taking some of the workload off agents’ shoulders. Together with dynamic omnichannel routing, we enable real-time service.

novomind Connected iProducts

More than the sum of its parts. Each of our novomind software products supports best-in-class digital commerce and customer service, but the interaction between several novomind Connected iProducts creates valuable additional benefits. For more efficiency, a faster time to market, higher conversion rate and flawless customer experience.

novomind iPIM

The comprehensive (and modular) PIM system for digital product experience management (PXM) and product-related master data management (MDM).

novomind iSHOP

The innovative, modular real-time shop system for growth-oriented B2C and B2B omnichannel commerce.

novomind iMARKET

The highly-automated, modular marketplace middleware for strategic marketplace trading.

novomind iAGENT

The intelligent contact centre software for optimal omnichannel management – from chatbots to email management, video chat and social media communication.

Let’s get in touch

Do you have some questions? Or are you interested in our company and services? The novomind team is always on hand to help – via the channel of your choice.
Joachim von Wahden
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