How E-commerce Can Reduce Cycle Time, Improve Employees' Empowerment and Facilitate Customer Support?

The implementation of e-commerce will bring the following advantages to the company such as reducing cycle time, improving employees’ empowerment and facilitating customer support.

Reduction in cycle time means that the process of business cycle becomes shorter. For example, the purchasing material, receiving the order and checking the delivery can be quicker by process them on the internet. In the traditional way, the customer must go to the retail shop to buy what they want even they got the product catalogs. By using the e-commerce, customer can buy the product by using point and click. This makes the process of buying easier and faster. On the other hand, the digital products and services can transfer in seconds by using internet.

Improvement of employees’ empowerment means giving the employee more authority and let them participate in decision making. Employees’ empowerment is part of the eCRM. ECRM stand for electronic customer relationship management. Employee is the front line between company and customers. Employees posses with the IT knowledge and skill can involved in the decision making for strategy of e-commerce. This makes the decision making become more efficiency.

Facilitating customer support can be done by reply customer inquiry. Customer can send their inquiry about the products and services by e-mail. However, company reply the e-mail manually is difficult and require a lot of time. The development of Autoresponders system makes the job easier. The Autoresponders can reply questions frequently asked and automatically send the answer back to the customer.

-End of Post-