CRMantra multi-channel enables Zebra’s CRM.
A New View: CRMantra delivers a Rich Interactive User Experience
Zebra Technologies is the world leader in Automated Identification solutions. Zebra’s extensive portfolio of bar code, receipt, card, kiosk and RFID printers and supplies, as well as real-time location solutions, give a digital voice to assets, people and transactions that provides greater visibility into mission-critical information. With operations in 57 countries, Zebra’s team of 2500 employees and its extended partner channels serve customers around the world.
Situation
Zebra has standardized its CRM on Siebel and back end ERP functions such as order processing and financials on Oracle eBusiness Suite, consolidating and automating critical operational processes across the enterprise. Next, they were looking to extend these standardized enterprise capabilities into significant partner channels, as well as direct to customers --- all embedded within a rich interactive user experience.
Zebra’s global partner and customer base required a solution to seamlessly convey the Zebra brand look and feel and deliver a complete eCommerce process across over 25 language and localization combinations. Further, critical partners required the same capabilities to be rebranded and enabled embedded within their own customer facing sites. All this needed to be achieved within Zebra’s “No Customization” IT philosophy.
Solution
Zebra deployed CRMantra InterAct to deliver a host of multi-lingual, multi-currency web sites and partner-branded microsites.
The solution leverages InterAct’s library of pre-built integration services enabling the following: create and retrieve customer data; present products and catalogs; enable product recommendations, search and guided selling; provide pricing, shipping, tax, payment details, and orders between the web sites and Zebra enterprise applications. The InterAct application provided all necessary UI interactions via OOTB process templates and view widgets, all authenticated within Zebra’s SSO infrastructure.
Results
Zebra Technologies now serves all its customers thru a single eCommerce application foundation regardless of channel, language or locale - seamlessly delivering this capability to 25+ separate websites and microsites. InterAct’s pre-built integrations enable Zebra marketing managers to update key data in Siebel. These updates - to catalogs, products, product features, collaterals, images, recommendation rules, and prices - are then instantly reflected on Zebra and partner web sites. CRMantra InterAct has significantly enhanced Zebra’s agility in introducing products and promotions across channels. As a result of Zebra’s new ability to deliver a new partner site within few hours, partners fully leverage this infrastructure via self-branded web applications, delivering Zebra product and service sales at minimal cost to Zebra’s IT operating budget.
