18 months ago, IBM WebSphere became HCL Commerce, part of the HCL Software unit. I, like many of my colleagues, wasn’t quite sure what to expect. But one of the key messages the leadership team ingrained in us is that HCL Software and HCL Commerce by extension, would be an organization focused on helping our customers excel. For HCL Software, this was captured in three simple words – Beyond the Contract. Within our HCL Commerce team, we loved this concept. It became a cornerstone of our first steps as a “new” company so much that we adapted it slightly to reflect our commerce world – Beyond the Transaction.

This tweak, though slight, made a stronger connection for those of us in commerce because the mantra and our belief as a company worked on two levels.

How we partner with our clients.

We don’t stash the contract away and move on to the next company. We build strong and deep relationships with our clients to ensure they can succeed in growing their business. This approach is part of our culture from the top down and it takes many forms.

  1. Established support structures from our Customer Support Manager teams, Technical Advisor teams and Advisory Services teams who provide the help our clients need whether they are just getting started with an initial deployment or are long term clients who are looking refine their customer experience strategy.
  2. Client engagement activities to ensure we are always incorporating the voice of our clients into new product development and new service development. This is achieved through our Client Advocacy program, our Sponsor User Program, the Customer Advisory Board and our ideation portal called AHA where clients can submit, review and vote up each other’s product ideas – we want our customers to drive the direction of our platform and so we actively solicit their input.
  3. Informative content and insights created for our clients to help them with both strategic and tactical challenges. We produce dozens of webinars each year about topics that matter to our clients, from how to undertake a digital transformation in B2B and B2C organizations, to key trends in buyer behavior. We hold monthly Meet the Engineers sessions where clients can talk directly with the team building and improving the platform. We have quarterly product announcements to ensure our clients know about all the great new capabilities being added into the product. Our team members are also producing podcasts, blogs and how-to videos all developed with our customers in mind.

How we empower our clients so they can

deliver an experience that goes beyond the transaction for their customers

We work closely with our clients to ensure that all improvements to the platform are grounded in what they need to succeed because their success also revolves around building relationships with their customers that go beyond a transaction – creating loyal customers who keep coming back.

Our platform is built to empower our clients so they have the agility, control and peace of mind to know they can make bold moves to create compelling customer experiences across the whole customer journey backed by the HCL Commerce team and a rock-solid platform. Our clients are creating some of the most innovative, differentiated customer experiences in the market and we couldn’t be prouder.

Check out some of the amazing things our customers are doing:


 

And then see the content we’re creating to support them:

HCL Commerce Webinars

HCL Commerce YouTube

HCL Commerce Blog

Commerce & Cocktails Podcast

Planning for Online Peaks Podcast

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Further Reading
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Marketing & Commerce | May 11, 2021
How Search Powers the Future of Commerce
Circumstances over the last year coupled with consumer trends around digital engagements, have made transforming to digital first a minimum viable prerequisite. But to go beyond simply surviving, B2B and B2C businesses must start with search for any new digital commerce strategy. A well-organized search strategy will improve all facets of your customer engagement from the direct impact of better, more relevant search results to the overall enhancement of your customer’s experience by leveraging the data your search engine collects. HCL Commerce partnered with Ray Wang and Constellation research to create a guide to help you think through digital search as part of your larger digital commerce strategy. The result is five best practices you can apply to optimize your project: Preview search to provide textual and visual suggestions. Search autocomplete to suggest keywords during search. Faceted search uses attributes (such as product or content features) as criteria for shoppers to explicitly filter for their search results. Full-page search lays out the initial results based on ascertained relevance Store- and product-level search bridges the gap between physical and online shopping by identifying shoppers' ZIP codes to enable a geographical lookup of nearby inventory. Why does this matter? Search is rapidly becoming the heart of the customer experience and it often initiates the buyer journey before customers even hit your site. When they do, they expect to find exactly what they want quickly and easily and if they can’t, they are happy to leave - meaning not only do businesses lose revenue, but they actively push customers to their competitors. However, there is a gap between customer expectations and what can be delivered by (traditional) search and personalization capabilities which leads to frustration for both buyers and sellers. What’s the solution? Without giving too much away, the solution entails an integrated...
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Marketing & Commerce | May 11, 2021
Optimized Business and User Experience
This pillar is one that will be receiving ongoing focus throughout the next few years, because the business user tools represent the “face” of the product, and are the main way that our customers interact with it. No matter what capabilities we have, if our tools don’t expose them properly, it’s effectively unavailable to our customers. We want to ensure that our customers who are interacting with the product day to day, are able to leverage and make full use of the features we’ve worked so hard to include in the product. For those of our customers who have been with us for a while, you’ve already seen the complete rewriting of some of our oldest tools: the Accelerator, Admin Console, and Org Admin Console. Now we’re turning our attention to some of the capabilities that have been inside the Commerce Management Center (CMC). To that end, in our next release, we will be launching the first phase of two new tools: Search and Commerce Composer. Search is one that we’ve had some tooling for, but it’s been buried inside of two other interfaces – Catalog and Marketing. However, search is definitely a large enough focus area that it needs its own set of tooling, and with the introduction of our new ElasticSearch engine and the new capabilities that come with that, the time is right to provide a Search tool. To start, we will focus on exposing the new functionality that ElasticSearch gives us. In follow-on releases, we will fold the existing capability into the new tools - things like SEO, search rules, and synonyms. The second new undertaking will be a re-implementation of our Commerce Composer tool, rewritten in our new architecture, enabling control of the layout for the React sample stores, Emerald and Sapphire. For the first...
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Marketing & Commerce | May 7, 2021
Performance Testing HCL Commerce with HCL One Test
As more and more business in both the B2B and B2C space is driven through the digital commerce platform, it is imperative that organizations ensure their web sites maintain the performance and reliability required to deliver great customer experiences.
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