[Reducing Cycle Time]
E-Commerce is one of the most important facets of the Internet to have emerged in the recent times. Ecommerce or electronic commerce involves carrying out business over the Internet with the assistance of computers, which are linked to each other forming a network. To be specific ecommerce would be buying and selling of goods and services and transfer of funds through digital communications.
Ecommerce allows people to carry out businesses without the barriers of time or distance. Be it day or night and purchase or sell anything one desires at a single click of the mouse.
For example, Dell applies e-commerce. The customers’ orders flow directly into Dell's manufacturing system where orders are built immediately. This helps save hours or days in processing time. It does not only help save processing time but also helps Dell to quickly respond to customers’ needs.
Another example is FedEx. Speed to market is imperative. Getting new products to market before the next wave of innovation is critical. Customers expect the right product at the right time, especially for their last-minute shopping and emergencies. All these pressures can challenge even the most well-planned supply chain. E-commerce has seen to better help improve their delivery services in terms of fast and efficient delivery services. Time is again saved.
[Employee Empowerment]
E-Commerce allows the decentralization of decision making and authority via empowerment and distributed systems, but simultaneously supports a centralized control.
Many companies used the Internet to facilitate empowerment, sharing information, and "best practices." The Internet became an important tool for gathering and sharing information, resulting in direct comparisons within an organization and among organizations. As firms become more knowledge and solution driven, and less product and service motivated, the need for empowerment and collaboration will increase.
Example, Service-Oriented Architecture (SOA) business empowerment benefit through collaboration and business process. All thanks to E-commerce. In SOA, a call center management team responds to customer complaints by reworking how call center reps handle incoming calls. They follow up with the complaints themselves, specifically they make the right decisions to take corrective actions.
[Customer Support]
E-commerce enables consumers to shop or do other transaction 24 hours a day, all year round from almost any location. It provides consumers with more choices and with less expensive products and services by allowing them to shop in many places. In addition, they can also make comparisons.
Besides that, E-commerce also allows quick delivery of products and services (in some cases) especially digital products. Consumers can receive relevant and detail information in seconds rather than in days or weeks. E-commerce will make it possible for consumers to participate in virtual auctions.
For example, by allowing customers to track delivery of parcels in real time, the Federal Express website keeps customers in touch with the location of their goods and when they will arrive. Automatic Teller Machines (ATM’s) are now well used by most bank customers, who, although some still express feelings about the lack of personal interaction with bank staff, generally would not want to return to the old system of standing in a queue for personal service. They feel more in control of the transaction process and can access their information any time.
Providing superior delivery, support and feedback helps improve customer service and thus customer support will also be improved.
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