This blog was contributed by Hans Jürgen Friedrich, managing partner at agens.digital.
Two innovative companies Marello and agens.digital are working together to provide retailers with an innovative sales platform and end customers with an inspiring shopping experience. In the run-up to the webinar at the end of April (registration here), we present the various important aspects with benefits and use cases of this platform. In this article, we would like to highlight the individual approaches of the two companies and the central integration.
What does Marello actually do?
Traditionally, many companies have combined solutions from different silos to manage their operations. They now face integration mazes where solutions are unable to fully communicate with each other. This is why Marello has created a Digital Operations Platform. This platform breaks down data silos and brings together back-office operations into a single solution. It gives the business what it needs most: a space where operations are optimized, employees can collaborate, and great customer experiences (CX) are possible.
Marello is a Digital Operations Platform (DOP) for B2C, B2B, and D2C commerce. The DOP is a flexible solution that enables businesses to sell on any channel (omni-channel) while unifying and providing transparency to back-office operations. Marello’s solution gives commerce companies powerful capabilities, including comprehensive order management, inventory management, product management, and more. This enables companies to reduce operational costs and realize additional revenue through, for example, fewer manual processes and fewer spreadsheets.
So how do they do it?
Marello DOP unifies all retail operations. With Marello, distribution channels such as webshops, marketplaces, POS, and social channels are connected into one centralized solution. Once the sales channels and warehouses are connected, the management of orders, inventory, customers, and fulfillment can run on one platform. This integrative execution creates great customer experiences.
Why do they do it?
The commerce world is becoming increasingly complex. Realizing competitive advantage is getting harder and harder. Marello’s Digital Operation Platform enables commerce companies to run not only administrative processes but also omnichannel commerce processes on one platform in such an integrative and optimized way that costs are simultaneously reduced and revenues sustainably increased, thus realizing competitive advantages in the long term.
“Unified commerce is the practice of providing flexibility, continuity, and consistency across digital and physical channels to deliver a superior customer experience. This consistency spans multiple stages of the customer’s buying journey, including searching, browsing, transacting, purchasing, and consuming a product or service.” – That’s what Gartner says about “unified commerce.” This refers to all touchpoints, online or offline, digital or analog.
The core competence of agens.digital lies in the consulting development and implementation of customer-centric processes, platforms, and digital solutions for the customer contact of today and tomorrow.
What does agens.digital do?
As a driving force, agens.digital supports many companies and start-ups as an agile partner to grow through digital transformation and innovation and to delight their customers across all touchpoints and channels.
To provide the most value to customers in the fastest time possible, agens.digital works with a project plan:
In the “Discovery & Scoping” phase, the current situation and the desired target situation are worked out together with the customer. Based on a gap analysis, the detailed measures are determined; one method used here is design thinking. The result is new processes, technologies, and investments, but also the determination of KPIs. The customer then receives an analysis in order to perform necessary ROI calculations and to provide the project budget.
In the 2nd phase “Deliver & Deploy”, the measures are processed in the agreed priority with the Scrum methodology and at the end, there is the agreed MVP (Minimal Viable Product) with which the customer can already work.
In the “Learn & Grow” phase, the solution created is reviewed and continuously developed based on KPIs developed in phase 1. In addition, customer satisfaction, CX, and user satisfaction UX metrics are used to understand the customer and how satisfied they are with the changes. The project then moves into the Lean Startup phase.
Why are they doing this?
The commerce world is becoming more and more complex due to customer behavior and the requirements for this new world are becoming even more fast-moving due to crises such as Covid-19. agens.digital has set itself the goal of riding this wave and always offering customers state-of-the-art and best-practice solutions. So that customers are always in a position to react to changes, to operate cost-optimized trade, and be able to react perfectly to customer behavior.
Why are the two doing this together?
There are technological and emotional reasons.
To build an innovative “unified commerce” platform, many technology suppliers are necessary. Keywords here are PIM, CRM, commerce software, headless CMS, etc. A very important building block of a unified commerce platform is the Digital Operation Platform, i.e. the heart of the platform, where all information/data converge and which in turn distributes all information to the other systems. A very good technological reason for collaboration.
Emotional reasons are in the personal area. The people at Marello have the same attitude as the people at agens.digital, both companies think and act extremely customer-centric. Both want to make a difference and are super committed and have a lot of fun.
Simply a great example of Dutch-German cooperation!
Is the topic interesting for you?
agens.digital & Marello are hosting an online webinar on this super hot topic
“Digital Operations Platform & Unified Commerce – Application, Benefits, Advantages, and Use Cases”
on 26.04.2022 at 10:00 am CET or on 28.04.2022 at 15:00 pm CET.