Embitel

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Ecommerce Managed
Services

Let Us Streamline Your Ecommerce Operations
While You Nurture Your Brand

Ecommerce is known to be a highly competitive domain, where millions of websites vie for consumer attention. In such businesses, the ability to convert visits into purchases remains a daunting challenge.

With only a meagre 2.86% conversion rate globally, it’s evident that success in ecommerce hinges not just on deployment but also on robust post-deployment ecommerce management strategy.

A seasoned Ecommerce Managed Services provider like Embitel can help you achieve a superlative customer experience. Through 24*7 support and maintenance operations, we will ensure glitch-free functioning and growth of your e-business while you pursue other mission-critical business goals.

Embitel has been empowering numerous small and large-sized business organizations by enabling a 360-degree approach for their ecommerce store management.

Benefits of Ecommerce Managed Services:

What keeps the wheels turning in the world of e-commerce? It’s the 4 critical pillars of infrastructure:
  • Website/app development and hosting,
  • The payment processing,
  • Improved consistency and predictability
  • The order management, and
  • Logistics & last-mile delivery

But how do businesses ensure these pillars stand strong amidst the complexities of online retail?

This is precisely where our ecommerce managed services come into play, offering a comprehensive range of benefits designed to take your online operations to new heights. As a trusted ecommerce management services provider, Embitel offers

  • Unified Support services for infra and applications
  • Enhanced Platform uptime
  • Improved consistency and predictability
  • Proactive and preventive monitoring at infra and application level
  • Quick issue/query resolution by a dedicated team
  • Minimize the impact of unplanned system outages
  • Guard your business against potential threats and ecommerce losses

Our Ecommerce Managed Service Offerings

Explore how Embitel can help you design, build and deliver seamless Digital Experience & drive customer engagement through a multi-pronged ecommerce management strategy:
  • Infrastructure Audit & Optimization
  • Customized Ecommerce Managed Services Strategy & Roadmap Development
  • Security Enhancement Solution
  • Business Process Continuation Initiatives
  • Content, Catalogue & campaign Management Users and Promotions Management
  • Cart and Checkout processes
  • Order Split, Reconciliation & Fulfilment management.
  • Payment and distribution Management
  • Accounting and Reconciliation Automation
  • Product Packaging & Shipping Management
  • Customer Grievance & Product Returns Management
  • Service Request Classification & Ticket Prioritization
  • Support for Applications Services following ITIL Service Management model:
    • Incident Management
    • Service Request Fulfilment
    • Access Management
    • Problem Management
  • Multi-Level IT Support:
    • L1 Support in the areas of Catalog Management, Customer Management, User Management, Reports Management)
    • L2 Support in the areas of Order Management, Promotions Management, Cache & Content Management, Payment Management, Shipping Management)
    • Proactive Problem Management , L3 support and backlog based Enhancements. e. Continuous Site & Service Improvement
    • Integration with Existing Support Service Infrastructure
  • Proactive monitoring of your ecommerce assets and IT infrastructure
  • Swift incident response, and
  • Regular audit to ensure regulatory compliance.

Find out how you can Increase your Profitability with our Ecommerce Managed Services.

Download the Handbook

Find out how you can Increase your Profitability with our Ecommerce Managed Services.

Download the Handbook
handbook

Customer Success Story

Celebrating Our Commitment to Ecommerce Excellence

We were honoured with a Bronze award at Asia Ecommerce Awards 2022 in the category of Best Ecommerce Consultant. This award recognizes brands, agencies, and e-retailers, across Southeast Asia, South Asia and ANZ regions, for their outstanding ecommerce efforts.

What Our Customers Have to Say About Us

Bolster Your Website for the Holiday Sales Rush: Your Essential Guide to a Glitch-Free Shopping Season

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Why Embitel Is Your Ideal Partner for Ecommerce Managed Services?

18+ Years of Industry Experience

We focus predominantly on Omnichannel Commerce and Digital Experience Management.

A Team of 400+ Experts

Experienced ecommerce consultants for commercetools, AEM, Magento, PIMCORE, Hybris and much more.

More than 500 Projects Delivered

Our expertise spans multiple geographies and formats. Key industries include Grocery, Retail, Manufacturing, Telecom and Finance.

Expertise in Ecommerce and Digital Experience Management.

FAQs on Ecommerce Managed Services

Why does my business require ecommerce management services?

Ecommerce management services are critical to ensure that your ecommerce website showcases a consistently efficient performance while maintaining the road towards profitability.


With the advent of the internet and IoT, customers expect you to be available “24*7” which in turn entails a “ 0 system downtime”. This requires constant monitoring and predictive maintenance of all the software, hardware, integrations, and other functional blocks of your ecommerce store.


As an ecommerce store owner or a scaling enterprise, you need a dedicated team who can handle 24*7 management of your ecommerce & IT assets and processes. This is where an experienced ecommerce managed services provider comes into the picture.


An ecommerce management services provider can help you:

  • Reduce the system downtime and response time & save cost . ( Businesses have reported more than $100,000 loss/hour of downtime)
  • Reduce the occurrence of equipment failure, software/hardware misconfigurations.
  • Simplify all the workflows and complex pathways underlying the ecommerce transactions.
  • Ensure the product and customer information is accurate and updated.
  • Fine-tune the e-store performance.
  • Monitor vulnerabilities and tighten the security patches at multiple levels.
  • Identify and troubleshoot any anomalies or software or IT issues affecting your online business
What is included in ecommerce management services?

Ecommerce management services is important to keep together all of the building blocks of your ecommerce website. When we say Ecommerce management services it includes:

  • Unified support and managed services for ecommerce applications & infrastructure
  • Risk auditing & assessment of critical assets and systems, policies, procedures, and controls
  • Preventive & Proactive Enterprise Level monitoring & maintenance
  • IT infrastructure, server management
  • Continuous website & server optimization
  • Multi-Level IT technical support( L1, L2, & L3) for troubleshooting & issue resolution
  • Customer Experience Challenge Mitigation, Website Optimization
What is L1 L2 L3 support in IT-managed services?

In the context of ecommerce management services, IT support services play a key role in ensuring a hassle-free and smooth usage of technology assets, products or services. IT tech support offers relevant guidance to the users of these products or services through multiple mediums and tools. This can include phone, chatbots/live chats, email, video calls, message boards or even dedicated SaaS software for IT tech support such as Freshdesk, Freshchat and more. IT managed services/ IT support team follows standard procedures and escalation levels for efficient and rapid issue resolution, identified as L1, L2 and L3.

L1 Support : Also known as the first line of support, L1 support involves interacting with customers via emails, chats, phones, identifying the issue, and raising tickets. At this level, basic troubleshooting is handled including app installation/uninstallation. L1 support services also include ticket management, call routing, escalation and service-level reporting.

L2 support: Issues and grievances that require more technical expertise and guidance /are more complex and cannot be managed at L1 and are escalated to L2 tech levels. L2 tech support can include advanced troubleshooting that needs server back-end access, Configuration Management, and Incident Analysis/Trending – among others.

L3 Support: L3 is the last line of IT tech support and usually consists of experienced system admins, and DevOps engineers who are proficient in troubleshooting highly complicated issues pertaining to applications, servers, cloud, networks, data centers.

What is ecommerce management services?

Ecommerce management services encompass a range of activities aimed at overseeing and optimizing various aspects of an ecommerce business. These services typically include infrastructure management, platform maintenance, support operations, and performance monitoring. Ecommerce management services providers like Embitel offer comprehensive solutions to ensure the smooth operation and growth of ecommerce businesses.

What is infrastructure for e-commerce?

The infrastructure for ecommerce refers to the underlying technology and systems that support online retail operations. This includes hardware such as servers, networks, and databases, as well as software components like ecommerce platforms, content management systems, and payment gateways. A robust ecommerce infrastructure is essential for ensuring platform stability, security, and scalability.

What are the main five support areas of e-commerce?

The main support areas of ecommerce typically include:

  • Infrastructure management
  • Application maintenance and support
  • Customer support and grievance management
  • Payment and order processing support
  • Content management and marketing support

These areas cover the critical aspects of ecommerce operations and require dedicated support to ensure seamless customer experiences and efficient business processes.

What are the four pillars of e-commerce infrastructure? Do ecommerce managed services take care of these 4 pillars of ecommerce infrastructure?
The four pillars of ecommerce infrastructure are:
  • Website/App Development and Hosting
  • Payment Processing
  • Order Management
  • Shipping and Fulfillment
Yes, ecommerce managed services are crucial for taking care of these pillars. Managed services providers like Embitel offer expertise in managing all aspects of ecommerce infrastructure, ensuring high availability, performance optimization, security, and scalability. By entrusting ecommerce management services to our experienced ecommerce professionals, businesses can focus on core objectives while their ecommerce infrastructure is efficiently maintained and optimized.
What are the incident management procedures?
Incident management procedures involve a structured approach to identifying, analyzing, and resolving incidents that disrupt normal business operations. This typically includes steps such as incident detection, logging, categorization, prioritization, investigation, resolution, and documentation. Incident management procedures are crucial for minimizing the impact of disruptions and restoring normal operations swiftly.
What is user account management in e-commerce? What is the role of ecommerce managed service provider in ensuring user account management?
User account management in ecommerce refers to the process of creating, managing, and securing user accounts on online retail platforms. This includes tasks such as user registration, login authentication, password management, account permissions, and profile customization. Effective user account management is essential for ensuring security, personalization, and seamless shopping experiences for customers. As ecommerce businesses grow, the user account management system needs to scale accordingly to accommodate increasing user volumes and transaction loads. Ecommerce managed service providers design scalable architectures and optimize performance to ensure that user account management processes remain responsive and reliable even during peak usage periods.
What is loss prevention in ecommerce? What are the 5 methods of loss prevention?
Five methods of loss prevention in ecommerce include:
  • Access Control and Surveillance Systems
  • Regular Inventory Audits
  • Implementation of Security Protocols
  • Employee Training on Loss Prevention
  • Investment in Inventory Management Systems
These methods aim to identify and mitigate risks of theft, fraud, and operational errors, thereby safeguarding business assets and revenue- which constitute few of the major reasons for ecommerce loss. Ecommerce managed service providers like Embitel offer proactive monitoring of ecommerce platforms, infrastructure, and transactions. By continuously monitoring for suspicious activities, system vulnerabilities, and performance issues, we can identify potential risks and security threats early on. Additionally, in the event of a security breach, fraud attempt, or system outage, our dedicated teams are equipped to respond swiftly. Their incident response protocols help mitigate the impact of incidents, minimize downtime, and prevent further loss.
How do I fix downtime on my website?
To fix downtime on a website, businesses with the help of their ecommerce managed service providers can take several proactive measures, including:
  • Defining and following a reliable hosting strategy with robust support and maintenance schedule
  • Monitoring website performance and uptime
  • Identifying and addressing underlying issues causing downtime
  • Implementing redundant systems and failover mechanisms
  • Regularly updating software and security patches
  • Utilizing content delivery networks (CDNs) for improved reliability
What is ecommerce monitoring?
Ecommerce monitoring, a subset of our ecommerce management services, involves the continuous tracking and analysis of key performance metrics and user interactions across online retail platforms. This includes monitoring website/app performance, transaction processing, user behavior, and system health. Ecommerce monitoring aims to detect issues, optimize performance, prevent downtime, and enhance the overall customer experience. Ecommerce managed service providers often offer comprehensive monitoring solutions to ensure the smooth operation of ecommerce businesses.
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