Platinum Package–Full-cycle e-Commerce

E-Commerce is the abbreviation for electronic commerce. As the name implies, it simply means buying and selling electronically, i.e. over the internet. What this entails is that, your favourite stall, shop, supermarket or shopping mall has been transferred onto the web platform. This allows you to do whatever you would normally do in the real world virtually or online and from the convenience of any location in the world– enter a shop, pick a shopping cart and as you push it to the various departments of the shop, pick whatever you are interested in; check the price, expiry date, manufacturer, weight, product information, usage and the like and then drop it in the shopping cart. Continue shopping. Put some items back on the shelves and pick new ones till you are done. Push the cart to the point of sale, pay, collect your itemized receipt and exit the shop.

E-Commerce has become the standard for shopping in developed economies. And it is estimated that very soon brick-and-mortar shops and malls will give way to e-Commerce. This is because as the world continues fast-paced, a lot of people will prefer buying online and have shopped-for items delivered at their desired locations—and Ghana/Africa is no exception.

In fact, e-Commerce has the key to enabling micro and small businesses develop exponentially with a multiplier effect on a developing economy such as Ghana. And it presents the opportunity to bridge that gap between a developing economy and a developed economy.

For an e-Commerce platform to function well the technology must be robust. Further, there should be a mode(s) of payment and a delivery system in place. The former requires a credit card payment system that allows for a secure and convenient transfer of money from the buyer to the seller online.

However, there has to be in place sound management structures for an e-Commerce venture to succeed:

First, there should be a Systems Administrator. The Systems Administrator ensures that the Web site, servers, Point-of-Sale system and other ancillary IT infrastructure are functioning properly 24/7.

Procurement Department. The procurement department monitors stock levels and keeps track of fast-moving goods, making sure they are never out of stock. Usually, the Point-of-Sale/Stock Control System should be integrated with the Web site. This will ensure that customers do not place orders for goods that are not in stock.

Shipping Department. The shipping department takes care of delivery. For delivery to be effective—whether by the company’s own delivery system or by courier service providers—orders placed after, say, 2PM will be delivered the following day, depending on the destination. The Shipping Department, in concert with the Customer Service Department should ensure that the right packaging materials are procured and goods are shipped according to product specifications.

If the mode of payment is on-delivery, it will be received by the shipping executive/courier service official. Cost of delivery (shipping) is normally included in the shopping cart and the generated receipt which the customer prints out. The cost is normally borne by the customer, unless otherwise determined by the vendor.

Customer Service Department: The Customer Service Department ensures that orders received are automatically forwarded to the shipping department/courier service provider via e-mail. The department then calls to confirm the order before proceeding to pack. In case a customer cancels an order, this should be immediately communicated to the shipping department/courier service company.

The Chief Operations Officer/General Manager should co-ordinate the activities of all the foregoing departments.

With such an efficient system in place, the dividends from running an e-Commerce business can be reaped.