eCommerce Solution options - Short Long Term improvements

Report
May 10, 2012
Jan, Reggie, Ashish, Arsen, Phuong & Vincent
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• Key eCommerce needs
 FY12 Commerce
improvements & Deliverables
 CLN Paywall effort
 Replacement effort (RFP)
• When we met last …
• Pricing
• Recommendations
• Next Steps
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Track 1: Short Term
Track 2: Short Term
Track 3: Long Term
Objective:
Make improvements in
FY12 to enhance
customer experience.
Objective:
Enable Paywall on CLN
Objective:
Explore all options and
replace our Commerce
solution
Goals:
1. Ease to Deploy
Products to the Store
2. Better Customer
Buying experience
3. Auto Renew &
Subscription
capabilities
4. etc, etc, etc
Goals:
1. Secure CLN Content
Goals:
1. Explore other better
commerce vendors &
platforms
Enable lockdown of
Content on CLN
2. Provide customers
access only to what
they are entitled to.
3. Encourage premium
content purchase.
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2. Request for Proposal
3. Choose a Vendor to
take us to the future.
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Function
Work Involved
Site management
Enable management of Store front UI – Deployed in FY12
Product launch prep environment (FPR) – Deployed in FY12
Product details tracking (PLE, Product UI) – Deployed in FY12
Financial reporting– Deployed in FY12
Ratings & reviews – Deployed in FY12
Multi-site deployment options
Search management (landing page based on search)
Product URL standard definition (Stage -> Production URL automated conversion)
Marketing (SEO,
Promotions)
SEO friendly – Deployed in FY12
Google shopping API integration
Social Media Sharing Options: On Facebook, Twitter, LinkedIn, Google+
Cross sell / Up sell enhancements
Personalization
Profile & behavior based recommendations on store
Management features to set rules for personalization
Search
Improved search experience
Store front
1-click purchase
Subscription & auto-renew – Deployed in FY12
Support multiple product types (web, mobile, DRM, game, voucher, access code) – Deployed
in FY12
Physical order tracking
Internal Cisco commerce / accounts payable integration
Globalization &
internationalization
Language, currency & taxation support
Mobile Commerce
Mobile site for key commerce customer experience
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7. Subscription & Auto Renewal
8. Enhancement for Financial Reporting
ISO Compliance
9. LMS & Store Operational Improvements
Ease of use to Manage Product lines
Admin UI for SEO lite
2. SEO Lite. Ability to Tag
Product Pages.
3. CCNA Game Integration.
Token redemption & Code
Generation, Game UI
02/2012
11/11
10/11
09/11
05/2012
10. CCNA Premium Bundle
Fulfilment of Cisco Press Vouchers
Fulfilment of Pearson Vue Vouchers
11. LMS & Store Enhancements
Ability to make external Announcements
on Store.
12. Auto Renewal on Instructor’s Kit
4. Enhanced Users Review & Comment
Management
To Monitor & Moderate Users Comments
5. Improved Rating Management
6. New Delivery type for MLM (Windows/Mac)
1. FPR Feature
-An improved environment to
enable fast product launch
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Track 1
Track 2
Track 3
Content Protection & Management
Access control for content
Learner content UI
Administration and content management
Purchase & Fulfillment Experience
Payment processing + collection
Catalog + pricing mgmt
Fulfillment access control
Scheduled
Q1 FY13
Learning & Purchase Tracking
View order + subscription history
Out of Scope
• Learning Mgmt (Transcript / Learning history) – view learning history
• Perks automation – automated provisioning of perks*
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• In our last meeting, on xx/xx/12
1. We decided on SaaS model options (Digital River and Medius)
2. The only open item was to obtain detailed cost breakdown.
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Medius
Digital River
NA
NA
$218,500
$235,000
NA
$80,000
Incremental Ops resources
-
$80,000
Integration cost (HRIT)
-
$260,000
Other Groups (MLM, LPMS, Survey,
Ratings & Review)
-
$90,000
Maintenance
-
-
$218,500
$745,000
Software / License
Setup , Integration & Customization
Incremental business resources
Total
Note:
 Cost for Medius & Digital River provided by vendors
 Cost for Other groups (MLM, LPMS, Survey, Ratings & review) based on best guess
 Cost for incremental HRIT resources for running existing Store & LMS projects while building new Store & integrations
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Medius
Digital River
Software / License Maintenance / Hosting
$114,000
$131,000
DRM License, Hosting & Support
$105,000
$57,250
$50,000
(includes chat, 24*7)
$8,190
(no chat, 8-5)
-
~$30,000
Merchant of Record
$80,000
$69,000
Fulfillment fee for free digital products
$30,000
$60,000
Fulfillment fee for physical products (for CCSIs)
-
$1,200
Fulfillment and warehouse services for physical
products
-
~$10,000
Ratings and Review
-
$100,000
$379,000
$466,640
Customer Support
24*7 Customer Support
Total
Note:
 Medius software / license maintanence cost based on revenue, assumed $2.0M*2% + 40c
 Digital River software / license maintanence cost based on revenue, assumed $2.0M*6.55%
 Medius DRM cost calculation based on $20K / Qtr + $25K Locklizard fees
 Digital River DRM cost based on 15%*Cost of Setup & Customization + $25K Locklizard fees
 Medius hosting & support cost based on current rates ($16,000 / qtr + $12,500/qtr respectively)
 Digital River customer support (email based) cost based on $3.25 / case * 210 cases / month * 12 months
 Medius MOR fees based on $2.0M*4%
 Digital River MOR fees based on $2.0M*3.45%
 Medius free digital products fulfillment cost based on $1/coupon*30,000 /year
 Digital River free digial products fulfillment cost based on $2/coupon*30,000 / year
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Year 1
Year 2
Year 3
Year 4
$379,000
$379,000
$379,000
$466,640
$466,640
$466,640
$313,250
$218k (Implementation – 3 Qtrs) +
$95k (Operate- 1 Qtr)
Medius
$861,600
Digital River
$745k (Implementation – 3 Qtrs) +
$117k (Operate- 1 Qtr)
Digital River
Medius
Pros:
Pros:
 Cost is well known
 Existing relationship – flexible on cost and timelines
 Vendor is fully integrated
 Potential more stable than Medius
 Vendor will continue to invest in the product
 As of today, feature set is good
Cons:
Cons:
Confidence on meeting feature requirements and
resolving stability issues not 100%
 Vendor does not proactively invest in the product
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Above DR implementation costs can increase by up
to 50%
May not be as Flexible in functionality and feature
enhancements, if not core to DR Roadmap.
Some Unknowns exists- Stability, User complaints,
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• Vendor chosen is xxxx
• SOW / PO Creation
• Detailed BRD Creation
• Design & Analysis
• Execute Commit
• Development, Testing, Deployment & Rollout.
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Thank you.
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FY 12/13 Infrastructure Priorities (Immediate Deliverables)
- CLN Paywall / eCommerce RFP
Mar
Apr
Finalize Content
Hosting Cost
CLN
Paywall
May
Content Migration
Complete by 6/15
eCommerce
RFP
Initial
RFP
Analysis
Jul
Aug
Sept
QA
Go
Live
UAT
FSD Complete
Demos
Grading
Jun
08/06
Create High Level Plan
Based on Option Chosen
Finalize
Vendor
Selection
~5/12
Phased Implementation
Timeline : TBD
Presentation
To L2’s
Options, Price
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Release
Date
Sep 2011
Benefits / Highlights
1. Reduced product rollout outage window
2.
3.
~ 1 week / qtr
$0 incremental funding - re-purpose infrastructure
Enable deployment flexibility
Process for interim deployments
Features / Scope
1. New integrated environment for Store & LMS
2. Integration setup (Outstart, WSG, VDS, DMS, OAM)
3. Process definition for maintenance and project releases
Oct 2011
1. Improve CLN Store site's online visibility
Search engine results: e.g. Google search
2. Improve customer experience
3. Enable revenue growth
CCNA Game tokens
1. Search Engine Optimization - capability to tag product
pages, home page and aisle pages separately.
2. LMS / Store maintenance items:
Code optimization
Bug fixes
Logout
Content Launch (improve content launch experience)
Transcript & Enrollment portlet
T & C, Time zone Enhancement
Subscription renewal in LMS
Registration confirmation email
Survey link in order confirmation
3. Infrastructure in support of Netacad- Aspire CCNA Game
Token redemption process
Administration
Game UI
Code generation
Nov 2011
1. New product fulfillment options
2. Enhanced reviews and comments management
3. Improved ratings management
1. MLM enhancement
New mobile content type: Windows and Mac OS
2. Reviews and Comments management tool
Enabled reviewing, editing & enabling/disabling
3. Ratings enhancements
Added ratings to search and aisle page product lists
Ratings recalculated based enabled / disabled reviews
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Release
Date
Benefits / Highlights
Features / Scope
Feb 2012
1. Enable revenue growth
New subscription products (CLN Premium)
2. Improve user experience for subscriptions
3. Improve financial data integrity & processing
4. Improve LMS & Store management
1. Enhancements for financial reporting
Data clean up and reconciliation
Process improvement to maintain data integrity
Quarterly reconciliation process
2. Subscription auto-renew feature
Auto-renew processing for subscription products
Payment enhancements for auto-renew participation
Customer dashboard for subscription tracking
3. LMS & Store operational improvements
PLE & Product form management on the LMS
SEO administration on the Store
LMS maintanence items
May 2012
1. Improve Store & LMS management
2. Enable revenue growth
CCNA Premium Bundle
3. Improve customer experience
Instructor Kit subscription & Reviews access
1. CCNA Premium Bundle features
Fulfillment of Cisco Press voucher on LMS
Cisco Press voucher management on LMS
LMS Integration with DCT for Pearson Vue eVoucher
2. LMS & Store Enhancements
Subscription duration for search & browse
Ratings & Reviews links
Login tracking & Logout
Announcement widget
Auto-renew for Instructor Kits
CCSI, Coupon & Login reporting
Product form enhancement
3. LMS & Store maintanence items
Bundle enrollment dashboard enhancement
Credit card processing improvement
Billing information & Notification changes
Log out & Support link changes
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Legend
ASP Application / Infrastructure
eCommerce Feature
eCommerce Services
Cisco Application / Infrastructure
LMS Feature
LMS Services
EMS
Catalog synch
eCommerce
Shopping /
Payment
Fulfillment
Integration
Site Mgmt
Entitlement
Mobile
Marketing
Reporting
Social
Promotions
Personalize
LMS
Ratings /
Reviews
Global
ization
Autorenew
Survey
CCNA Game
SSO
Catalog synch
Payment services
Catalog
Mgmt
Access/
Fulfillment
History /
Progress
Order
Mgmt
Reporting
Cert. Print
Resource
Mgmt
Cisco Pymt
Track
Global
ization
Auto-renew
CCSI Rewards
Fulfillment
URL Launch
Register/
Launch
Roster
Mgmt
Shopping
Registration services
Merchant of Record
Evaluations
MLM
Entitlement
Payment
Integration
SSO
Customer Support
Site & Content Hosting
Training & Documentation
B2B Payment Processing
Site hosting
AICC
DMS
Customer Support
Training & Documentation
Profile synch
Order details
Custom
Profile
DB
Import
LMS & eCommerce data
Content
CLL
Cisco 360
CCO
3rd Party
OutStart
VDS
3rd Party
Modevity
DRM
CLL
Cisco 360
CLN / AKAMAI
3rd Party
Data warehouse
Function
Work Involved
B2B Sales
Enable “buy for others” user flow (fulfillment).
Access code generation, tracking and assignment.
Ratings & Reviews
Enable ratings & review for all catalog items and moderating.
Marketing (SEO, Email)
Capability to perform segmentation and create target campaigns.
Product specific emails for post purchase confirmation.
Social Media Sharing Options: On Facebook, Twitter, LinkedIn, Google+
Google Shopping Results page integration
Able to embed microdata on Product pages, breadcrumb section, Open Graph data etc.
Reporting
Finance & operation (including surveys, coupons etc.) report customization.
Entitlement
Enable pricing & catalog based on entitlement:
- Cisco.com’s profile entitlement level (Partner, Reseller, Employee, Guest, etc.)
- By product line: specify an authorized buyer list such as:
CCSI and LP Admins, Architecture (CCAr), CCT Exam candidates
Product type list
Ability to support multiple custom attributes per product type
Search / browse criteria based on custom attributes:
e.g. Show course’s info, locations -> offering hierarchy
PLE (Product line engagement)
1. Ability to specify rules at the Product line level affecting all child products although the child
product can overwrites those properties.
2. Ability to specify the payees/revenue split in either fixed dollar amount and/or percentage for a
particular product line.
3. Ability to make the payments to the Payees on a monthly or quarterly basis.
Subscription Auto-renew
Configurable date and payment type based email reminders
Allow offline payment types to be processed for subscription renewal (e.g. PO)
CCSI promotions / data
Import CCSI qualified events from LPMS team and assign points according to the programmed rules
(given by business). Ability to create CCSI promotions within the store and points are automatically
computed based on the promotion’s parameters.
CCNA game
Integrate with the CCNA game to allow the users buy and redeem token within the game.
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Function
Catalog synchronization
Single sign on
Frequency
Batch
1 time setup
Work Involved
Feed for multiple product & content types:
URL Based
Points based
Mobile content
Physical distribution
DRM
Bundled
Subscription, Auto-renew
Setup PING Federate
SSO profile integration
Customer profile
Batch
Feed for profile data for entitlement:
CCSI
Architecture (CCAr)
CCT
DRM (Locklizard, Flexnet)
1 time
Support DRM hosting and fulfillment enhancements:
Instructor Kits & Mindshare game
Payment services
Real time
Secure web services for Credit card & PayPal payment
Secure web services for profile discount calculation
Secure web services for coupon redemption
Cancellation process
Product fulfillment
Real time
Integrate with LMS for product fulfillment e.g. access URL post payment
CCNA Game
Real time
Order & fulfillment
Order data feed
Scheduled offering
Batch
Real time
Order data sent to Cisco in secure manner
Support scheduled offering purchase with check for availability, reschedule,
substitution, cancelation, waitlist and bulk orders
Enable purchase with other items
LMS services integration
1 time setup
Setup with WSGX for accessing LMS services
Data migration
1 time setup
Order migration from previous commerce solution
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Function
Catalog synchronization
Payment services
MLM Reseller Management
Frequency
Batch
Real time
1 time setup
Work Involved
Enhance catalog to meet eCommerce needs
Enhance catalog for physical & DRM products
Integrate with eCommerce services
Store & manage Modevity API credentials
MLM fulfillment
Real time
Integrate with Modevity for registration post payment
Entitlement
Real time
CCSI
Architecture (CCAr)
CCT
Scheduled offering
Real time
Support scheduled offering with check for availability,
reschedule, substitution, cancelation, waitlist and bulk
orders
Enable purchase with other items
Function
Owner
Frequency
Work Involved
Customer profile
LPMS
Batch
MLM fulfillment
Modevity
1 time setup
Setup LMS as authorized API user
Integrate with DMS for registration
MLM
DMS
1 time setup
Configure LMS to communicate w/ MLM
Survey
MTM
1 time setup
Enable survey per store, per content.
Integrate with LPMS to obtain CCSI status and feed
back membership renewal info.

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