Delivering Results

A key inhibitor, in our experience, to online success particularly for traditional retailers is organisational, rather than technical. Lack of in-house experience of the online environment both in terms of its commercial and operational aspects can cause the site to disappoint or even fail.

Online retailing requires the collaboration of departments as diverse as marketing, finance, fulfilment & support, IT, design and logistics - and it takes place without any face-to-face interaction with customers, which is an anathema to traditional retailers.

Real TSP has developed a number of human resource services, as part of our approach to account management, to help retailers overcome these organisational challenges, including operational support and a unique secondment programme to implement effective processes.

Seconded e-Commerce manager

Successful e-Commerce management is not simply about leading the dedicated team responsible for the online business. The principal challenges for any e-Commerce manager are:

• managing a virtual team that spans many different departments
• initiating programmes and activities which may differ from the offline business whilst ensuring that they remain aligned with the overall company strategy

Our technical and operational experts work closely with our clients to constantly improve their online business. However, in some instances and where more concentrated or sustained effort is required we provide an expert e-Commerce manager under the terms of our secondment programme.

Such a manager who is incentivised financially according to the success of the e-Commerce site is accountable for the commercial and operational success of the online channel. Providing leadership for the e-Commerce team and working with our clients' own staff, the e-Commerce manager also has the essential authority to draw upon resources from other relevant departments and to manage third parties who are providing outsourced services.

Staff on demand

Having the right people in place at exactly the right time can contribute significantly to the efficiency and profitability of an online business. Real TSP provides both hands-on operational assistance such as catalogue building and maintenance and supervision of specialist third party suppliers as well as advice and guidance. Both these areas of activity help to improve the customer experience, encouraging return visits and repeat business.