E-Commerce

An e-commerce website should create revenue for you - that is what it’s all about. And if the webshop is going to be a good one, then it must be built by competent professionals on the right platform

And that is our job. To make sure that it does.

Unchain your company’s potential!

E-commerce is not just a question of being present online. It is not difficult to find someone who can build a website. But finding someone who can build a website that can create an atmosphere of trust and ease of use based on design, customer response (conversion) and user friendliness? That is not so easy.

Building a good e-commerce website requires both skill and experience.

Make your customers feel comfortable

Your customers are demanding and difficult. They will not accept glitches and a second-class experience.

Your first priority must be to get a website that is convincing. Your home page must look professional from a design standpoint – regardless of whether it is a completely new design or a thorough renovation of an existing website.

And it must be easy to use, simple to navigate. Your customers must be able to find what they are looking for without difficulty. Everything must be well-organised and appear professional.

And these are the areas – design and function – where FrontIT can deliver the professional work that is necessary to produce a first class webshop or home page.

A really good website looks trustworthy and makes your customers feel comfortable. And comfortable customers will buy your products. E-commerce is more than just a new way to sell things. Selling starts by creating trust between your customer and your webshop.

It takes professionals to build a website that is convincing, trustworthy and easy to use. FrontIT has the skills that are necessary to do it.

Highly trained professionals and effective project management

We listen – whether the job is a webshop, development of an app or both, our approach will be the same. We know that the best way to deliver good software solutions is to ask the right questions right from the beginning – we will listen to what you say and work to give you the solution your need.

The recipe is simple - IT skills at a high level, of course. We have been delivering first class solutions to our constantly growing customer base for more than a decade. We also know that we must speak to our customers in a language they can understand, so that we understand each other.

And finally, project management - we know that our project management must be as good as it is possible to be. No detail should be overlooked, and everything must be documented carefully.

The best platforms provide the best solutions

When we build your e-commerce solution, we will do it using proven, user-friendly platforms such as Magento, Drupal Commerce, WordPress WooCommerce and Typo3 Multi-Shop. These platforms will provide you with a user-friendly backend and a scalable solution that can grow with your business.

These systems are so-called open-source systems that our project technicians will adapt to meet your exact requirements. FrontIT employees are highly qualified professionals who have a thorough knowledge of the individual platforms and the many options these systems offer. They know that their job is to create stable solutions and high-level functionality. On that basis, using design components that are tailored to your project, we will give your customers the positive experience that will make them come back – again and again.

This is how we will realise your online potential

On the journey to your new e-commerce solution, FrontIT professionals will be with you all the way.

We will start the process with in-depth questions about what you want your site to do, and we build the project specifications on your answers. This phase is perhaps the most important part of the process. Without a clear definition of the task – what the solution should do and how it should look – you cannot build the right solution.

Then we do sketches and designs that will follow your company design guidelines. Or you can take this opportunity to refresh your company’s visual identity. To do a really successful design means we must get to know you. So that is what we do.

When the design has found its shape, the software development phase begins. This phase requires a great deal of care because everything must be implemented and tested – also on different devices – so that everything works at launch time.

And then there is the final phase: the satisfaction of seeing a result that will allow your company to realise its full potential for growth.

Let´s get together and talk about your e-commerce solution

Let’s meet and talk about how much value we can create for you. E-commerce is one of our core specialities and we have created many successful solutions for commercial enterprises. Your project will be no exception.

Contact us today and find out how we can lift your business to the next level.

Henrik Eggert

Board member

Call him +45 40 340 440
Write to him {js-address}

Henrik is working in our Copenhagen office, and has over 12 years experience in web and mobile development, digital strategy & consulting, digital transformation, consumer-to- consumer online marketplaces, online branding. Henrik‘s previous professional experience includes Klausen + Partners A/S, Aller Media A/S, McCann Copenhagen A/S and digital agency Geist.

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QUESTIONS AND TIPS, BEFORE DEVELOPING A WEBSHOP

Below is a summary of key questions to consider before starting a successful webshop development project for various sizes of business, ranging from small to medium to large retail organizations.

A. Your Business

1. Do you currently have a webshop solution?

Depending on whether your business is currently selling only offline, or also on the Internet via any form of e- commerce solution, impacts the new e-commerce project. Primarily, take into consideration whether the planned webshop project is an upgrade of your current solution or process, or a development from scratch. Including not only the web development element but also the other aspects of the business, such as logistics, customer support and warehousing.

2. What best describes the products that will be sold on your webshop?

It’s important to be aware of what kind(s) of goods or products would be sold on an e-commerce solution before starting development, due to the importance of the products' parameters, visual information (photos), variations, customizations and other aspects to be included in the technical set of the products' parameters on the webshop.

3. Will the products on the webshop be tangible? Will physical shipping be needed?

The products on your webshop could be digital (for example, music, pictures, electronic books, or subscriptions to some service), or physical (tangible). In the latter case, the shipping procedures must be thought through in advance and the webshop should be configured with the available shipping options, duration, returns policy, etc.

B. Your Webshop’s Target Markets

4. What countries (geographical locations) will be able to order the goods in your webshop?

The geographical location of your webshop’s customers has an impact on currencies, taxes, delivery logistics policy, and procedures of the e-commerce business. It might also be subject to specific legal regulations, varying from country to country across the world. In case it’s needed for commercial or legal reasons, there’s always a technical possibility to delimit the ability to order (or even to display a webshop) based on the visitor's geographical location.

5. If you’re selling tangible goods on your webshop, where will it be possible to ship them?

Regardless of the geographical location of the online shopper, there might be certain business logics or legal regulations as well as logistic / shipping parameters that would limit the countries where the products purchased on the webshop can be shipped to. From a technical point of view, the list of available countries/regions to ship goods to would appear in the checkout process for the online shopper, before completing and paying for the transaction.

6. Which currencies will need to be supported?

Depending on the geographical availability of your webshop, it can support one or multiple currencies (with possibilities of setting up different pricing, delivery cost and conditions, and other parameters, currency by currency or country by country).

7. Which languages should the webshop support?

The webshop can have either a single language or be available in multiple languages. Subsequent functionality could include different product catalogue, pricing, delivery cost and conditions, returns policy, and other parameters based on the language in which the webshop customer is ordering the products.

8. Will your webshop be targeted at private customers (B2C, business-to- consumer) or corporate customers (B2B, business-to- business)?

Depending on the target audience of your webshop, specific commercial parameters may differ – such as requirements for the user to have an account (usual practice in B2B webshops), or payment methods (for example, B2B customers are often allowed to use regular or delayed invoice payments instead of credit card payments, and with an account they do not need to enter the shipping address each time, etc.).

9. Do the customers need to have an account approved by the webshop administrator before they can order?

Having an account (either created automatically or with manual approval by the webshop administrator) tends to increase the share of returning customers, increases upselling opportunities, and simplifies the online purchasing process for returning customers. Parameters such as shipping address, language, currency, and delivery terms do not need to be entered each time – instead, they are retrieved automatically from the information provided in the account setup process. Additionally, having a database of registered accounts provides a potential marketing channel – via newsletters to subscribed users (subject to legal regulations in the country where the webshop is registered and upon permission granted by the account owner).

C. Payment and Shipping

10. Is payment processing required?

It’s most likely that the goods sold on your webshop will not be free of charge, so the customers will have to pay for the basket, using one of the many popular payment processing methods: an international payment service such as Paypal or Stripe, a regional payment service such as ePay / QuickPay / Klarna, a more traditional method like bank payment, invoice, or cash on delivery, or even a modern cryptocurrency mechanism such as Bitcoin.

11. For payment processing, which payment gateway(s) will be used?

The most popular and trustworthy payment gateways in Denmark, Sweden, and Norway are DIBS (www.dibs.dk), ePay (www.epay.dk), PayPal (www.paypal.com), and QuickPay (www.quickpay.net). When choosing the payment methods, you should pay close attention to their supported currencies, countries they operate in, their policies in case of chargebacks or disputes, and of course the fees for using their system. With the current boom in mobile payments, Danske Bank’s Mobile Pay is an example – services providing the possibility of instant payment without the need for entering credit card information or other credentials, allow purchasers to get the transactions pushed to the mobile app, via entering one’s mobile number during the checkout process at the webshop. It is also important to check how well their system works on mobile devices.

12. What taxes apply to the products? How many different rates are there? Do they depend on the shipping/billing country or other parameters?

From both a commercial and technical point of view, you should be aware of the taxation principles for the products sold on the webshop and how they vary across countries / product groups / individual products. For example, within the European Union, taxation is not applied within the member countries, however, the VAT used in the purchaser’s country applies upon checkout in the webshop.

13. Do you need your accounting software to be connected to your webshop?

Developing a connection between accounting software (an ERP solution such as MS NAV or SAP or a conventional accounting system such as E-Conomic) and the e-commerce solution has the benefit of providing the webshop with up-to- date (usually real time) data about the stock availability of the products that are being sold, and up-to- date pricing information (including special discounts, applicable taxes, etc.). In addition to this, the purchase ordering information, including payment processing status, can be easily delivered from the webshop to the accounting system.

An important consideration is selecting which part of such an integration would be the “source of truth” – would it be better for your business to create and manage products in the ERP side and have the webshop download them automatically? Or to manage them in the webshop and publish them to your ERP platform?

14. What shipping methods will be available?

There are several types of shipping methods most commonly used for e-commerce:

  • local post companies (e.g. Post Danmark),
  • regional distribution companies (e.g. Danske Fragtmænd),
  • global shipping companies (e.g. DHL, GLS, or FedEx).

If you have a “bricks-and- mortar” storefront, this provides a convenient option for the customer to pick up the purchase. Alternatively, if you do not wish to deal with shipping and logistics yourself, you can use a drop shipping service to handle these tasks for you.

Based on the available shipping locations and the parcels you ship, your webshop may need to support more than one of these methods.

15. What is the pricing structure for shipping of the products?

The most commonly used shipping pricing options are:

  • flat/fixed rates
  • rates based on parcel dimensions
  • rates based on parcel weight

In addition, a common practice is to make shipping free for expensive orders. The rates often vary among different shipping services, and those services also have restrictions for maximum allowed package size or weight – your selection of supported shipping methods should take these factors into account.

D. Catalogue of Products on the Webshop

16. What is the approximate number of products available for sale on the webshop?

It’s worthwhile to think about the preliminary number of different products that would be sold via the e- commerce solution – this will strongly influence the decisions during the design process to create the optimum and most user-friendly navigation of the webshop, including design, product tree, product display layout, and various other aspects.

17. How many categories will those products be grouped in? Will there be any sub-categories?

The preliminary number of product categories and their hierarchy (such as sub-categories) allows you to create an optimum system architecture, user experience, and graphical design solution for the webshop.

18. Can the same product be attributed to more than one category or appear on different levels of categories?

The placement of an individual product in several categories is a common practice in the e-commerce industry, and allows for efficient marketing, up-selling, bundling options and related endeavors such as recommendations like “other customers that bought this product also purchased XYZ”.

19. Do the products on the webshop have some attributes that the customer can choose?

The nature of the products sold on the webshop can be either without any attributes, or with the possibility for the online shopper to choose, for example: desired color, size, modification, or other parameters from the pre-defined list of available options.

E. Discounts for Products on the Webshop

20. Does your webshop need any functionality for special promotions / discounts?

Depending on your business model, it might be an intelligent move to enrich the webshop with the functionality of different pricing models, such as promotions (with a pre-set validity period – e.g. Christmas sales) or discounts (various types, ranging from bulk ordering discount, one-time discount, loyalty discounts and others).

In addition, you should not forget about gift cards. Customers looking for gift ideas will often purchase these instead of specific products - avoiding worries about refunds or exchanges - and they love the opportunity to add a personalized message to the recipient.

F. Webshop Order Fulfilment

21. Are you selling premade goods or goods made to individual specifications?

If you are selling goods made to specifications (e.g. computers that are built with different amounts of memory and disk space, or coffee mugs with individual branding), your production department will need to receive the order information from your webshop. This process can be automated and integrated with your current production pipeline – if your production staff do not need to print the order details and carry them around, they have more time to fulfill orders.

22. Do you offer express production/delivery services?

If practical, it’s a good idea to offer express production/delivery services for an extra fee. Such services can be very important in certain circumstances.

23. Will you need any custom documents or emails generated by the webshop after checkout processing in the system?

Standard process is a confirmation email to customers, including order details and the possibility of getting the invoice and complete order overview from the webshop administrator. This functionality should be analyzed, based on your business and logistics model (for example, an automated shipping label generator might be needed for delivery purposes).

G. Customer Interaction and Marketing

24. Would the webshop need any post-purchase interaction with the customer?

After the purchase is completed on the webshop, it might be beneficial to notify the customer via email about the purchase status, followed by subsequent email notifications about, for example, successful shipment. Additionally, the automatic notification to the customer when something goes wrong (e.g. the shipment failed or a credit card was rejected), is also a beneficial feature, increasing online shoppers' satisfaction. It’s also a common practice to follow-up the purchase with a couple of questions to gauge customer satisfaction and possibly encourage them to write a product review.

25. How will you tackle customer support on the webshop?

Today, many options are available, ranging from traditional e-mail support to online instant chat (for example, www.mylifechat.com service) to a dedicated FAQ (Frequently Asked Questions) page on your webshop. Generally, an easy-to- use and fast reacting customer support service is one of the key success factors behind every e- commerce business. Part of customer service is to defuse problems with dissatisfied customers. To that end, it’s important to consider how much leeway customer support should have in issuing refunds, discounts, or store credit to such customers.

26. How will you handle refunds?

Refunds are an unavoidable part of e-commerce. You should make this process as simple as possible for the customers – by the time they need a refund, they are already in a bad mood and making the process complicated will not make them any happier. It’s a good idea to arrange additional integration with a shipping company so the customers can print a free shipping label and ship the products back to you without additional costs.

27. Will you ask for customer feedback and display it publicly in the webshop?

Customers looking for a product will often be interested in the experiences of other people who have bought that same product. Having a way for past customers to leave a review or star rating on a product is often a good idea, and products with the highest star ratings can be made to stand out from other products.

28. Will your webshop be integrated with social media?

Depending on the business model, an integration between the webshop and the most popular social media platforms (Facebook, Instagram, Twitter, or others) is relatively easy via the use of APIs, and may contribute significantly to the marketing efforts of the business.

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