RSTO provide specialist applications to support your customers. These applications are offered under the 360° Support service that lets service providers specialise their services while RSTO delivers all non-core customer support.

The eCommerce industry is formed from a group of complimentary but complex services including payments, transaction software, ISPs, CMS, design and implementation. Each piece of this pie is critical to the success of each and every single customer but out with the control of the single service provider.

360° Support: eCommerce Market Segments

Naturally you already deliver excellence in your own market sector but RSTO research has consistently revealed that the cost of supporting customers out with your sector is prohibitive and impractical. Static content and flat knowledge bases all too often fail the customer at the most important stage of the sale, adoption.

Successful adoption is the key to generating a return on your customer base investments.

The 360° SUPPORT service is based on applications that are accepted as best-of-breed in the EU market. All the applications are 100% impartial and derived from government accredited systems. By selecting the applications that compliment your market sector you will provide your customers with pervasive and permanent support across all complimentary services. The customer enters a trust environment that engenders complete confidence in the adoption process and your solution.

360° Support rationalises the market from the customer perspective providing a single access point to any and all complimentary services on a best fit basis. This incredible simplification of the adoption process supports the rapid implementation of the solutions that compliment your service offering.

360° Support enables more of your customers to quickly and successfully adopt eCommerce and generate recurring revenues for your business.

360° Support Outline

The applications suite is provided under the following parameters:

• All applications can be provided and managed as a white-label service under the providers brand or as a third-party service under branding agreed by both parties;
• All services are provided on a sector exclusive basis with strict controls ensuring no competitive products are introduced to the customer and reinforcing your own position as a market leader.
• Applications serve as a single access point to eCommerce market segments that compliment your service. Customers ‘pull’ best-fit solutions from the market instead of being ‘pushed’ one-size-fits-all options leading to higher customer satisfaction levels and improved implementation rates.
• Applications are provided on a subscription basis.
• Applications can be installed throughout your sales / support cycles and can be customised to address specific customer categories to maximise ROI.

Dedicated 360°: Support across all Customer Categories

• Applications are provided on a joint marketing basis.
• RSTO will become an authorised reseller of the solution provider products and services and authorised to receive all relevant commission and referral fees.
• The Trade Online Project application is provided as a default application with all subscriptions unless otherwise agreed by both parties.

All 360° Support applications are expert utilities developed from extensive market research in the eCommerce field over a three year period. The application data and accessibility is of the highest calibre and RSTO can truly claim to author the most specialised, easy-to-use eBusiness content in the UK.

360° Support Application Subscriptions

	Bespoke Content: Dynamic content managed across all your customer channels including web, user manuals, messaging and forums. Content and advice is updated daily, evolving with the eCommerce market and tailored to promote the benefits of your solution. Demonstrate your expertise and customer commitment. You can request any eBusiness content and it will be authored on a 30 day turnaround.
	Virtual Advisor: Quickly answer your customers implementation queries with a Virtual Advisor. This expert, telephone based resource complements your own product support by extending a helping hand across all other adoption areas. Queries are answered within 10 minutes or a ticket is posted with a free follow-up call made when the query has been resolved offline. Dedicated phone numbers available.
	Comparison Tools: Provide immediate access to the best-fit complimentary solutions for your customers. Market leading innovation allows web based analysis of entire solution sets according to the customers business needs. Eradicate delays from your sales and implementation cycle by supporting customer choices at all stages. ePayment, eTrading and fulfilment comparison tools available.
	Workflow: Managing customer implementation paths is the key to reducing costs and ensuring rapid adoption. The proprietary online workflow developed by RSTO handles hundreds of concurrent customers by tracking and recording adoption decisions and completed adoption stages. The system is completely configured to your own processes and guarantees total quality management at all decision points.
	eLearning Support Modules: Workflow processes combined with other 360° Support applications create a statistical picture of implementation milestone and failure-points from a customer perspective. Dynamic eLearning modules can then be authored to support critical junctures on the adoption path. Interactive learning materials with audio and animated screenshots lower support costs and enhance the user experience.
	Customer Relationship Management: 360° Support builds a new strength and depth to your customer knowledge. At every juncture we track and categorise your customer base providing detailed baseline data. Live reporting and graphical interfaces reveal customers positions on the adoption path. Instantly target problem customer categories to enhance sales. (RSTO use Salesforce.com the worldwide leader in on demand CRM services).
	Customer Profiling: Never guess customer profiles again. The 360° Support applications can collect customer data on-the-fly building detailed pictures of business type, turnover, owner profile, estimated online turnover and web trading model. Access total solution expenditures, solution choices, SME statement of requirements, implementation timescales and solution feedback. Powerful data at your fingertips.
	Service Pull: Find your way to new markets. RSTO have contractual relationships with major segments of the e-commerce industry and government sector. Aggressively expose your current/new offerings to established markets using our contacts, diagnostic tools and SME implementation services. Increase your brand reach and establish new channel partners to continue your success.
	Market analysis: Keep one step ahead of your competitors. Access bespoke reports on your industry including detailed datasheets on your competitors offerings with pricing models, functionality, interoperability, security features and currency support. The report also includes price sensitivity analysis of your service against competitor cost structures and statistics on SME trends from our diagnostic tools.
	Trade Online Project: The default application based on rigorous government methodologies. Trade Online Project offers rapid implementation support to your customers using a proprietary online workflow system. Three years Research and Development of implementation milestone and failure point metrics allows detailed tracking of each customers implementation path ensuring excellent customer satisfaction levels.
	Government Accreditation: All applications deliver a uniquely impartial service to your customers. Built in exclusivity for your market sector protects and strengthens your brand while the association with government standards and expert advice delivers a true competitive advantage. Guarantee your customers the very best level of service with the 360° Support applications.

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