Title: Integrating Web Design,
1- Integrating Web Design,
- Online E-Commerce,
- and On Location Enterprise Systems.
-
2Theme for the afternoon
- Past Approach to Technology
- Digital Convergence
3Agenda
- The Importance of System Integration
- Who is the Digital Customer?
- How Your Technology Vendor Helps
4But First, System Integration
How many systems and vendors does it take to run
the following operations?
- Ticket and Pass Sales
- Access Control
- Retail Sales
- Food Beverage
- Rental Sales
- Customer Management
- Credit Processing
- Snowsports School
- eCommerce
- Kiosks
- Customer Maintenance
- Activities Bookings
- Golf Reservations
- Web Service
5Answer?
- 8 9
- 6 7
- 4 5
- 2 - 3
- 1
- Average
- 6 7 Systems
6 So If Your IT Systems Look Like
7And your IT Guy Looks Like..
8You REALLY Want Your IT System to Look Like
9And your IT Guys to Look Like.
10How Did We Get Here?
- You bought the best-of-breed for each
application. - The decisions were made by different business
groups with different priorities. - Operations had to make sense of the disparate
systems and data.
11The Past Approach
Your wife's nephew needed the job and after all
he had taken that web design course at the trade
school.
You purchased a Web-Store-in-a-box and had to
hire three grandmothers to get a printout and
send the tickets in the mail.
The Director of Ski School wrote his
own Software. So did the Rental Manager. You
bought that Retail package. And now you dont
know who your customers are.
12Operational Impact
- Multiple customer databases
- and a
- De-centralized system
13Lack of Centralized Data
- No single look at integrated customer
information. - What do they buy?
- Who are your best customers?
- What can you do to keep them coming back?
- Too difficult to merge customer information from
different systems. - Too hard to integrate transactions and products
at a database level. - No centralized database maintenance.
- Database technology is constantly changing and is
different for each system.
14Lack of Centralized System
- Cross Training is difficult.
- Internal and external support is complex.
- No centralized software update capability.
- Too many vendors.
- Rapidly changing software technology.
15The Effect on Your Business!
- The lack of integration of systems and data
means - You have Higher Operating Costs and Lower
Productivity, the worst of both worlds. - Marketing Vision is difficult or impossible to
implement and Marketing costs are high. - You have no of Real-Time Information.
- You resort is less Agile.
16Solution Digital Convergence
17Business Priority be Customer Centric
Offer the same services online and on location..
Extend Your Business To the Web
Enhance the Guests Experience
Provide guests with more customer service and
more self-service options.
Increase Revenues
Increase spending per customer and overall
profits..
Reduce Operating Costs
Consolidate systems.
18Customer Impact
- 700 am The guest renews his pass on line and
loads ski days. - 1000 am The guest skips the ticket window line
and goes Direct-To-Lift. - 112 pm The guest refuels at lunch using the
area wide charge capability of his pass. - 400 pm The resort prints the guests activity
report to see the days transactions. - 730 pm The guest goes on-line to check his
loyalty points.
19Business Impact
- Drive your customers to purchase on your
e-commerce store. - Reduced Operating Costs
- Higher per Transaction Revenue
- Take full advantage of smart media passes.
- Increase your competitive advantage.
- Increase your companys agility.
20How They Interrelate
- Web Design Effects Usability
- Usability Effects eCommerce
- eCommerce Effects Enterprise Systems
- Enterprise Systems Effects eCommerce
- Digital Integration has a HUGE impact on your
business.
21Oh Yeah, the Customer!
What do THEY want?
22The Smart Customer
- . is technologically experienced and savvy.
- . has higher service expectations.
- More self service options
- Very personalized service
- Can buy at his convenience
- . knows there is more competition for the
leisure dollar. - . wants to browse and shop on-line for the best
deals.
23So what does all this mean to you?
- Focus on the customer
- Holistic approach to technology
- Focus on the customer
- Align technology with business priorities
and processes - Focus on the customer
- Provide a customer centric opportunity
24An Integrated Vendor
- .. offers integrated point-of-sale, eCommerce
and Internet Solutions for the resort
attractions industries. - .. enables businesses to Sell, Serve and Manage
Online and On Location with One System.
25Remember the Digital Convergence?
- Web Design Effects Usability
- Usability Effects
- On-Line System
- On-Line System Enhances
- On Location Systems
- On Location Systems
- Supports On-Line System
26An Integrated Product Suite
27The Digital Resort
28Ticket Pass
29Kiosks
30Access Control
31Retail
32Snowsports School
33Rental
34Tee Sheet
35Food Beverage
36Activities
37Group Sales
38Back Office
39Online vs. On Location
40Other Cool Things You Need
- Direct-to-Lift, Direct-to-.
- Area Wide Charge
- Access Control
- Kiosk Purchase and Fulfillment
- Loyalty Programs Support
- Integrated Credit
41Some Perspective for On-Line Sales.
- Affluent shoppers expect a different
- luxury experience online. Rather than
- being dazzled by its entertainment value, they
- expect convenience, confidence and
- control.
- Forrester Research
42Key Factors to Successful eCommerce
- Usability, Usability, Usability
- Location If they cant find it, they wont buy
it, - On-Line Product Information
- Purchase and Reservation Credibility and
Reliability - Customer Registration and self maintenance
- Resort Web Site Interface
- Single Shopping Cart
- Efficient and Secure Checkout
- - - According to Dr. Jakob Nielsen, whom The
New York Times called "the guru of Web page
usability.
43Successful is .
- .. your website is no longer just a brochure.
- .. you must integrate eCommerce with web design.
- .. your website should be a activity planning
tool.
44In Closing
- OnLine On Location Internet Solutions
- The Whole is Better
- than the Sum
- of the Parts.