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Reply [MTA, STAR: REY] specialises in the design and implementation of solutions based on new communication channels and digital media.
Through its network of specialist companies, Reply supports some of Europe’s leading industrial groups in Telco & Media, Industry & Services, Banks & Insurance, and Public Administration to define and develop business models, suited to the new paradigms of Big Data, Cloud Computing, Digital Media and the Internet of Things.
Reply services include: Consulting, System Integration and Digital Services.
In the past, eCommerce was a straightforward proposition, but today it is just one of many channels in our omni-channel commerce world.
Recent innovations in mobile computing and augmented reality are blurring the boundaries between traditional and internet business.
Enterprises and retailers can interact with consumers through multiple touch points.
Physical retail spaces will be augmented by virtual content accessible from smartphones and other devices such as Google Glass. Location-based services will help customers find precisely what they’re looking for, when they’re looking to buy, and enable them to pay on the go.
Consumers expect fast and reliable order processes regardless of the channel they are using.
They expect quick delivery times, flexible fulfillment and return options. They want to drive the purchasing process by buying online & picking up in store, or having the possibility to return online items at a nearby point of sale.
Reply is a leader in eCommerce and omni-channel solutions delivery for the world’s biggest retailers and producers of goods. Reply covers all producer, retailer and wholesaler needs, utilising its strong skill set in strategy planning, technology architectures and implementation.
Our customer portfolio covers all retail categories, including grocery, clothing, electronic devices, digital media and luxury goods. For these customers, Reply built successful eCommerce solutions and effective omni-channel strategies to blend and synchronise the digital and physical experiences for the end consumer through all the available touch points.
Reply’s solutions implement both B2B and B2C scenarios and let retailers and producers
define an end-to-end strategy from the digital to the physical: starting with marketing, promotions, digital couponing and consumers’ social engagement, underpinned by strong and effective management of products, orders and catalogues, Reply enables clients to offer their customers a unique shopping experience and to do business the way they expect to.
With Reply solutions, to fulfil the purchase, consumers can exploit all the touch points independently or can have a mixed and synchronised experience. This might be by reading a review of the product on Social Media, then purchasing the product on an eCommerce platform before picking up the product in store and receiving a promotion on the next purchase through Proximity Commerce™, namely the Reply’s vision of how technology can enable the retailer to have a genuine understanding and connection with each customer.
In order to realise a true omni-channel retail environment, our strategy allows retailers to put customers at the centre, ensuring a personalised and contextualised experience across all the channels.
research from Reply and eDigitalResearch shows that consumers are increasingly using their mobile devices to view, purchase and review products, proving the role that mobile plays within the omni-channel environment is becoming critical to effectively reach consumers.
Exploiting this phenomenon, together with its eCommerce solutions, Reply also provides its clients with
Mobile Commerce (M-Commerce) solutions. Reply approaches M-Commerce in different ways, such as the planning and implementation of:
Reply’s omni-channel strategy provides enhanced and innovative experiences to consumers exploiting
Proximity Commerce™, increasing the competitiveness of the retailer within their market.
The vision of Reply on Proximity Commerce™ highlights the ability for customers to have full control of when and where they make their purchasing decisions, either at home, online or on the go and whom those decisions involve. Retailers that enable this kind of conversation will better understand their customers’ needs and build long-term relationships.
Proximity Commerce™ supports the new world of retail by enabling retailers to utilise the best of technology to recreate the level of personal customer interaction commonplace in the 1950s. Back then, customers’ personal tastes and sizing were known by their tailor and they received a genuine personal service. Proximity Commerce™ can bring personalisation to today masses. Retailers can gather details on personal preferences, size, offers and recommendations to shorten, yet enhance, the purchasing experience.
Based on these considerations, Reply defined its own strategy on Proximity Commerce™ implementing Reply products such as:
Reply has delivered ecommerce platforms around the world, using proprietary suites, OnDemand/SaaS and Open Source products such as Oracle ATG Web Commerce, IBM Smarter Commerce, hybris, Magento and Demandware.
In most of cases, these suites have been integrated with Reply products, such as:
In particular, each product involves a different skill from within Reply to build and integrate the best eCommerce solution based on the customer’s needs.
For each customer, Reply identifies the best trade-off to ensure reduced costs, a shorter time-to-market and the highest level of features.
In detail, Reply solutions allowed one of the top retailers in the UK market to increase sales by 62% year-over-year, the conversion rate by 50% year-over-year and the Average Order Value (AOV) by 30%. Thanks to the project implemented by Reply, another big retailer could benefit from an increase by 100% in sales revenue, a 114% increase in conversion rate and a 15% reduction in bounce rate.
Reply will help you to define and implement the most suitable omni-channel commerce approach for your business.