Retail Consulting

JDAI Designed to Satisfy Your Omnichannel Shoppers

Shop anywhere, pay anywhere, receive merchandise anywhere—that’s the shopping experience customers are demanding. Customers expect a consistent and relevant brand experience regardless of touchpoint, from in-store to online sales over a laptop, smartphone or tablet. Without it, retailers risk customer dissatisfaction, lost sales and the high costs of managing separate applications and systems.

Leading retailers are moving beyond standalone and disconnected retail software systems and touchpoints to focus on linking cross-channel customer interactions with foundational business systems to provide a single, unified view of customers and the business. The unification of business systems and the data that feeds them makes it possible for retailers to deliver a transparent, channel-agnostic, personalized customer experience.

jdai delivers a cloud-based, multi-channel retail management software system that brings together POS, ecommerce, CRM and marketing, merchandising and order management, financials, and warehouse management into a single, centrally-managed solution. Our retail software solution is an end-to-end suite designed especially for multi-channel retailers that will enable enhanced customer service across channels while driving growth and increased revenue.

COMMERCE EVERYWHERE

Shop Everywhere, on Anything

Easily manage all customer interactions regardless of touchpoint—web, physical stores, smartphones, tablets and call centers—with a single system, seamlessly connecting all channels for unprecedented real-time visibility into your business—from marketing and sales to inventory and financials. You’ll accelerate your speed of business and drive new revenue across new markets as well as streamline operations, manage your inventory better and improve customers’ shopping experience no matter what channel or country they purchase from.

Key Benefits

  • Manage all customer interactions regardless of touchpoint, while accelerating your speed of business, reducing administrative and IT costs and driving new revenue across new markets
  • Give customers a better shopping experience—buy from one channel, pick up from another, and make returns to a third
  • Manage all business processes in the retail lifecycle, including inventory, store and terminal management, accounting, returns, marketing, pickup and delivery, and customer support
  • Get a single view of each customer across all channels, providing improved customer support and ability to segment and merchandise to your customers better.

Deliver the shopping experience consumers really want

Consumers today are more informed, empowered and digitally dependent than ever before. This translates into a shopper that expects a converged retailing experience: seamless and consistent interactions whether at
home, on the go, or in the store. Retailers must move beyond multi-channel retailing to provide a smooth, integrated consumer shopping experience that includes loyalty programs, social media and digital marketing.

According to a study by Retail Systems Research, 100% of responding retailers believe the multi-channel shopping experience should be converged for a consistent experience. However, only 32% have achieved this goal.

Five service attributes are changing the game. Now, jump in or lose out.

To gain insight into the state of omni-channel, Jdai conducted consumer surveys and grocery retailer
observations in North America, Europe and Japan. These surveys—the JDAI 2012 C-tailing™ Research:
Global Consumer Insights Survey and JDAI Retailer Benchmark Study—revealed which top five retail service
attributes mattered most to consumers and how well retailers are providing these capabilities.

It’s clear the omni-channel shopper has changed the game, and a new paradigm has been introduced in the general merchandise retailer/consumer relationship.

What’s next? Retailers must act quickly to align their operations with the new reality of converged retailing.

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1. Purchase Online, Return in Store

In today’s retail environment, brick-and-mortar businesses can’t compete without an online
presence. But this feature alone isn’t enough. The importance of retailers accepting returns
in-store for purchases made online ranked high among the consumers surveyed.

Clearly, retailers are paying close attention to this growing consumer demand. According to
a 2012 Aberdeen Group study, an increasing number of retailers are accepting in-store returns
for items purchased online.

A “buy online, return to store” service offers benefits to both the retailer and the shopper.
Retailers can make additional sales once the consumer is in the store, and the shopper can avoid the cost of return shipping.

Keep in mind that in-store returns need to be easy. A recent multi-channel report from GSI Commerce indicated that 76% of consumers cited expensive or lengthy online return or refund procedures as a reason for not making a repeat purchase.

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Where do I begin?

Retailer Roadmap Starting Point #1:In-store returns for online purchases with JDAI Advanced Store Enterprise Returns Management JDAI Advanced Store and Enterprise Returns Management integrate with the retailers’ online web store application, so associates have a consistent and efficient experience
when accepting a return that was ordered online.

The Consumer-Retailer Gap

78% of shoppers surveyed in North America and 73% in Europe stated that “buy online, return to store” was a highly valued retailer attribute.#This demand hits home among the “favorite retailers” identified by consumers participating in the NCR survey: 82% in North America and 52% in Europe offered this option versus 26% of retailers that did not.±


2. Personalized In-Store E-Coupons

More than ever, consumers are cost-conscious and time-strapped. The faster shoppers can receive money-saving communications from their favorite retailers the better. Most of the surveyed consumers would opt-in for the delivery of personalized coupon offers to their email inbox or mobile devices while shopping in the store.

Retailers have opportunities both inside the store and outside its walls to demonstrate that they know what their individual consumers want and how to deliver it. In fact, 20% of retailers are now using mobile technology as a marketing channel for streaming promotional content, coupons, ads and other marketing messages via SMS and MMS.3

Where do I begin?

Retailer Roadmap Starting Point #2:Personalized offers with NCR Advanced Marketing Solution (AMS)
NCR AMS integrates with all retailer touchpoints—online, mobile and in the store—to drive consumer loyalty with highly targeted promotions and incentives. This comprehensive, flexible and consumer-specific omni-channel offer-management solution is the first step in meeting the consumer demand for digital coupons.

The Consumer-Retailer Gap

The majority of shoppers would welcome personalized offers delivered electronically: 73% in North America and 61% in Europe.# Yet only 18% of North American retailers currently provide this feature. Retailers in Europe are slightly more proactive (39%).±


3. Seamless “Purchase Online, Pick Up In-Store”

The ubiquity of e-commerce sites means consumers can shop at their favorite retailer whenever they want. Retailers can help satisfy the consumer’s desire for instant gratification and reduced shipping costs by providing the option for purchases made online to be picked up in their local store.

As the battle for consumer mind- and wallet-share rages on, retailers are beginning to recognize the competitive edge that can be gained by offering these shopping conveniences.

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Where do I begin?

Retailer Roadmap Starting Point #3:JDAI Advanced Store and VendorNet® StoreNet® In-Store Pickup Solution
When deployed with StoreNet, NCR Advanced Store links store inventories with e-commerce platforms to enable shoppers to buy online and pick up in the store, while allowing retailers to accept exchanges and returns for purchases made across multiple channels.

The Consumer-Retailer Gap

68% of consumers in North America and 60% in Europe stated they would like the ability to pay for purchases online and pick up their items at their convenience.# Nearly half of retail locations observed are already providing this shopping convenience for consumers: 44% (52% in Europe; 35% in North America) offered this service, while 48% did not.±

The option to buy online and pick up in the store is a WIN-WIN

Retailers who offer the option to pick up online purchases at the physical store are boosting their revenue overall. Meanwhile, shoppers love this feature because they can often receive their purchases sooner and avoid costly shipping fees. In short, it’s a win-win!


4. Pre-Sale communications

Consumers are often primed to purchase the next hot retail product—be it a gadget, book or fashion accessory. Retailers can tap into this market of would-be buyers by allowing them to opt-in to notifications about new and pre-order products.

The majority of consumers who participated in the JDAI survey believed this was a valuable retailer offering. And, when consumers opt-in to be notified about advanced store sales, it presents an open-door opportunity for retailers to engage them.

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48% of consumers in North America would welcome contact from retailers about upcoming products available for pre-sale, as would 55% of European consumers.# However, only 12% of North American retailers
provided the feature. European retailers are responding slightly better with 26% meeting the demand.±


5. In-Store Self-Service for Home

Consumers are accustomed to using technology independently to assist with the sales transaction. In today’s retail landscape, in-store kiosks are must-haves for keeping pace with the competition. Among the shoppers surveyed by JDAI, nearly half stated they would be willing to use in-store kiosks to make purchases for
shipment to their home.

Online sales for brick-and-mortar stores are growing fast. Take Macy’s(r), for example, whose online sales have steadily increased. As a result, Macy’s is looking to add in-store kiosks to enable shoppers to access inventory beyond what’s on the physical store floor, which is being called an “endless aisle.”

Take control with jdai

EXECUTIVE SUMMARY

Mid-sized companies are increasingly recognizing that their legacy ERP systems impose an unacceptable burden in terms of cost, wasted time, and lost business opportunities. For example, an IT executive in the chemical manufacturing industry recently shared this “ERP Legacy of Frustration” with us:

“We have just installed an ERP system from Epicor systems. We spent ~$1M, over 12 months to implement, $90k+/yr for support/ upgrades, and it still doesn’t do what we want. We are a simple manufacturing plant with multiple warehouses (some produce, some ship). This is the second time we gone through the upgrade
cycle with this particular product. The CEO has asked that we look for an ERP product that could be customized to meet OUR needs. He’s not interested in the constant vicious cycle of upgrad-ing/patching. Every 3-5 years we have to start all over it seems.

I use JDAI products in-house where I can (having nearly3 decades of programming experience). He is looking for a product that does what he needs for our manufacturing and is flexible enough that if we need to modify it, we can do it ourselves or pay to have someone do it for us. He is looking for a LONG TERM
solution. He is hoping we can implement something for him over the next 2-5 years (transitioning away from the other product). I’m reviewing JDAI options for functionality, flexibility, speed, etc. We are putting a list of features together that we are looking for. He doesn’t care if the product doesn’t have all the features, just as long as he can have someone add the features he wants. So, that’s the story in short.”

This gentleman is part of a growing trend of mid-sized IT executives who have succeeded tactically with JDAI technologies, and are looking to expand the usage to enterprise applications–a highly strategic area that is often not well-served by incumbent offerings.

This paper further elaborates the nature of the ERP dilemma that many mid-sized companies face, illuminating the problem with a number of common real world experiences and business challenges.

It then describes how modern commercial ERP alternatives can help companies end the frustration and regain control over IT costs and business results. Finally, critical success factors for mid-sized company use of open source ERP are presented, and conclusions are summarized (in an executive friendly tabular format) at the end.

THE MID-SIZED COMPANY DILEMMA

Since mid-sized companies share many business application requirements with their larger counterparts, historically they have tended to purchase “mega-suite” business applications with similar characteristics:

  • a complex array of interrelated features and functionality that have been built or acquired over decades–implemented as…
  • …millions of lines of computer code based on legacy technology

Lacking viable alternatives, mid-market customers over the years have entrusted the automation of their operations to companies with names like JD Edwards, Mapics, Epicor, Navision, etc., many of which have been consolidated under the umbrellas of companies like Infor, Oracle, and Microsoft in recent years.

But something happened on the road to packaged enterprise application nirvana.

In spite of the millions of lines of computer code (and in some cases millions of dollars spent), many customers have not found these systems able to effectively execute the key business processes that are critical to their competitive advantage. The original promise of ERP–a single integrated system that optimizes local operations and provides unified information for decision-making at all levels– remains broken for far too many mid-sized companies.

The core dilemma for mid-sized companies is that

  • ERP companies who service the mid-sized market have created complex ERP suites with embedded functionality
    , intended to cover as much of the market as possible, but
  • Mid-sized companies need more than just standard “best practices” functionality, they need truly adaptable and sustainable IT
  • Because they compete with a combination of both efficient scale and business agility, mid-sized companies
    require truly adaptable IT to consistently capture market opportunities and execute their business strategy
    Additionally, with fewer IT staff and financial resources vs. larger companies, they require enterprise applications that remain cost-effective and sustainable over time, in the face of change.

    As illustrated in the “ERP Legacy of Frustration”, these requirements (and the mismatch with legacy ERP capabilities) can add up to a perfect storm of frustration and dissatisfaction at all levels, with many mid-sized companies learning the hard way how complex, costly and painful it is to try to run their business on a legacy ERP.

    BUSINESS GOALS THAT EXPOSE ERP SHORTCOMINGS

    While the internet age and consumerization of technology have allowed businesses of all sizes to more effectively apply IT to some business problems, many strategic mid-sized business goals have remained surprisingly difficult
    for legacy ERPs to effectively meet, including:

    • Customization of standard functionality
    • Expansion of the ERP implementation to additional business units or regions
    • Evolution of the business model to capture new opportunities
    • Real time integration with SaaS applications
    • Easy access to unified business information
    • Need to scale users or volume of data

    Let’s take a closer look at each mid-sized business goal, and some of the ways in which companies struggle with their ERP.

    CUSTOMIZATION OF STANDARD FUNCTIONALITY

    A common cause of legacy ERP frustration is the customization of standard functionality, something that these systems were simply never designed to properly accommodate. In fact, the basic premise of these suites is that “best practice functionality is good enough” and ERP selection consultants, vendors, and implementers are unanimous in strongly recommending against customizing a legacy ERP, correctly warning of the time, expense, and future upgrade difficulties.

    And yet, according to well-regarded ERP consulting firm Panorama, “Only 23% of organizations implement vanilla ERP software with little to no customization.” [1]

    Obviously the “good enough” premise is not being bought by the vast majority of ERP customers, who understand that revenue-generating business processes are a source of competitive differentiation. Consider that the best in
    class business characteristics for automating processes such as “order to cash”, “make to order”, etc. include these key points [2]:

    • Target maturity level is competitive
    • More focus on effectiveness than efficiency
    • Higher tolerance for business risk
    • Rapid development (time to market)
    • Spend money to make money
    • Business requirements will be evolving
    • Business scenarios will have multiple variations (pushing against consistency)

    Clearly, mid-sized companies require agile business applications that can be easily and sustainably adapted to their specific needs, especially for business critical, revenue-generating processes. And just as clearly, legacy ERPs are not delivering on this fundamental business goal.

Transactions 2 Relationship

Overview

While the store remains the cornerstone of the shopping experience, our survey of more than 26,000 customers reveals that today’s empowered consumers are increasingly comfortable purchasing through multiple retail channels. The growing trend of “Showrooming,” in which shoppers evaluate merchandise in store and then make purchases online
– often with a different retailer
– threatens to fragment hard-earned customer loyalty.
Retailers can convert the threat to opportunity by making their customers “sticky” through a seamless omni-channel approach that provides consistency, convenience and a superior shopping experience across every consumer touch point.

Connecting with a transitioning shopper

Many retailers today consider themselves omni-channel, with the intent to provide seamless online and in-store consumer shopping experiences. Yet, many are struggling with uneven channel growth and consistency, allowing those competitors with truly differentiated offerings to race ahead. How can these retailers get – or recapture – their edge and capitalize on the growing consumer trend to use multiple channels to shop and purchase?

To find out, the JDAI Institute for Business Value surveyed 26,000 shoppers in 14 countries, across a range of retail categories, to learn how consumers perceive and interact with retail channels. Three important trends were revealed by this research:

1. Store dominance shifts in an omni-channel world

Among retail channels, the store still reigns supreme. But cracks are beginning to appear in the dominance of brick and mortar. While 84% of consumers in our survey made their most recent non-grocery purchase in store, more than a third were unsure whether their next purchase would be in store or online. This emerging lack of dedication to the store transcended retail categories and geography, as shoppers around the world increasingly recognized the convenience, assortment and price
benefits of multi-channel shopping.

2. “Showroomers” – A small number of shoppers create a big impact

Another indicator of store softness revealed by our research was the emergence of a small but influential group of consumers who shopped in the store but purchased online – sometimes from a different retailer.
These “Showroomers” accounted for only 6% of all shoppers, but their impact on online sales was striking. Nearly half of all online purchasers in the retail categories covered by our study were Showroomers. Further, 25% of these Showroomers said they initially planned to buy in store, but were swayed by their online experience, and 65% plan to buy online for their next purchase. The trend is clear: the rapidly growing online retail industry is being fueled by shoppers who first visit a store.

3. Consumers are hungry for meaningful retail connection points

There is a high wall to scale to excite shoppers and keep them in a retailer’s own combination of store and online offerings. Most consumers want to help retailers do so. 89% of shoppers in our study were willing to contribute 20 minutes on average to help a retailer better understand their desires and provide them with more meaningful offers. 55% of shoppers expect the retailer to use past purchases in order to offer relevant promotions. In other words, shoppers are willing to help the retailer initially, but the long-term heavy lifting is up to the retailer – not the shopper.

The rise of the omni-channel retailer

It is true that the store is still the first choice among shoppers, with 84 percent having made their last purchase in a store. However, in order to make sure the store doesn’t lose this advantage, retailers must, as well, be able to reach consumers along multiple touchpoints. They must build and maintain a seamless omni-channel consumer experience. In particular, the disconnect (and even competition) between a retailer’s “online store” and “real store” must end. Sales and satisfaction increase dramatically
when a retailer can make an item missing on the shelf “appear” at the purchasing moment, even if that appearance is next-day delivery.

Ultimately retailers will only accomplish omni-channel success by tailoring and personalizing the shopping experience across all channels. They must monitor, listen closely and meaningfully respond to consumer feedback. Leading retailers will discover the powerful but subtle influencers by product category and use analytics to better market to shoppers as individuals. It is also the time to infuse digital experiences into the store, enable store associates with technology to save the sale and embrace
consumers’ own technologies. By blending omni-channel benefits into both local shopping trips and online shopping trips, retailers will provide a shopping experience that can lead to brand loyalty and repeat sales.

How can JDAI help?

Business Consulting and Delivery Services


– JDAI helps retailers formulate, implement and operationalize programs to respond to changing
customer buying behaviors, align organizational structure and metrics, and
transform customer-centric processes.

Retail Industry Solutions


– JDAI offers a comprehensive portfolio of Retail solutions comprising merchandising and supply chain management, multi-channel retailing, retail performance analytics and TotalStore solutions to help retailers deliver the fastest time to value at the lowest risk.

Retail Center of Competency


– JDAI helps retailers make the best use of technology to streamline costs, reduce inefficiencies, aid product development and speed go-to-market activities. It also helps retailers build new capabilities to better understand, track and respond to consumer prefer- To request a full version ences, drawing on its team of highly skilled experts from around the world.

Keep competitive wolves at bay

As technology continues to alter the way sellers sell and shoppers shop, how these shoppers perceive their overall experience will significantly impact the operational and strategic realities faced by retailers. No longer is the shop down the road your main competition; competitors are everywhere, and anywhere, and open around the clock.

With competitive web sites huffing and puffing at your doors, easily accessible from customer’s mobile evices, fortifying your brand’s brick-and-mortar infrastructure through personalization and innovation can keep those competitive wolves at bay.

The option to buy online and pick up in the store is a WIN-WIN

jdai-buy-on-line

Retailers who offer the option to pick up online purchases at the physical store are boosting their revenue overall. Meanwhile, shoppers love this feature because they can often receive their purchases sooner and avoid costly shipping fees. In short, it’s a win-win!

jdai_wp-10_1

buy online pick up in store

Still not convinced? Read on!
· Walmart® was the first major
· For The Container Store®, online
· Toys”R”Us® has gone one step
retailer to offer cash payments orders for in-store pickup tend further by adding a “pay in-store”
for online transactions to be much larger than typical option on their ToysRUs.com and accommodate its customers in-store purchases. The Container BabiesRUs.com e-commerce sites. without a credit or debit card.

Make more money, and more sense

According to one survey, 80% of companies believe they deliver a superior customer experience; yet, only 8% of their customers agree.

Are you connected to your clients?

Deliver a consistent customer experience across all channels

With information at their fingertips from anywhere, at any time, today’s connected shoppers control interaction and transaction with a single touch. It’s no longer “Buyer beware” but “Retailer beware.” Or more importantly: retailer be more “aware” across all channels, and down every aisle. Consistency, communication and customer-centricity are no longer buzzwords but buzz generators, driving greater brand value, market share and customer loyalty.

Ensure your staff is well equipped to assist your customers

RET_Omni-Channel-Retail-web-wp-i-5_1

To deliver a consistent customer experience across all channels, store personnel, from associates to
management, need to be well-informed, well-trained and equipped with better technology to access product
and competitive information to make the sale or handle a return. Shoppers expect store associates and managers to know what goods are available whether on the shelves, in another store location, on the retailer web site or accessible from a distribution center.

One study indicates that a typical retailer loses about four percent of sales due to out-of-stocks, translating to a loss of $1.73 per shopping trip. Compound that with tens or hundreds of millions in annual sales, and suddenly that $1.73 means the difference between profit and loss. The study also states that 42 percent of consumers, when confronted with an out-of-stock situation, will make the purchase at another store or will not purchase at all.

By instituting a seamless, jdai-channel plan that touches your customers at all points

  • from consideration to cost comparison, choosing colors to buying consumables to checking out
  • you can construct a mutually beneficial relationship that truly makes more money, and definitely more sense.

Enhance and expand the customer experience

Jdai Shopping Service

Retailers must identify each touchpoint where the customer experience can be enhanced and exponentially
expanded for greater basket size. Blurring the lines between virtual and physical provides critical
differentiation shoppers desire.Just because a customer purchased a new skirt online doesn’t mean she can’t wear it that same evening.

Jdai found that 68 percent of North American consumers desire purchase-online/pick-up-in-store
service, yet 48 percent of retailers don’t currently offer this option. By inhibiting the immediacy of the customer experience, opportunities to upsell or cross-sell (e.g., new shoes to go with the skirt) are lost when the customer has less reason to walk into the store.

JDAI thinking

Can general merchandise retailers deliver the shopping experience consumers really want?

Consumers today are more informed, empowered and digitally dependent than ever before.

This translates into a shopper that expects a converged retailing experience: seamless and consistent interactions whether at home, on the go, or in the store. Retailers must move beyond multi-channel retailing to provide a smooth, integrated consumer shopping experience that includes loyalty programs, social media and digital marketing.

According to a study by Retail Systems Research, 100% of responding retailers believe the multi-channel shopping experience should be converged for a consistent experience. However, only 32% have achieved this goal.

Five service attributes are changing the game.

Now, retailers must jump in or lose out.

To gain insight into the state of omni-channel, JDAI conducted consumer surveys and grocery retailer observations in North America, the United Kingdom (UK)/Europe and Japan.

Global Consumer Insights Survey and JDAI Retailer Benchmark Study—revealed which top five retail service attributes mattered most to consumers and how well retailers are providing those capabilities.

Five service attributes are changing the game. Now, retailers must jump in or lose out. For retailers ready to respond to consumer demand for a converged retailing experience, there is a roadmap.

It’s clear the omni-channel shopper has changed the game, and a new paradigm has been introduced in the general merchandise retailer consumer relationship.

What’s next? Retailers must act quickly to align their operations with the new reality of converged retailing.


Case #1

Purchase Online, Return in Store

In today’s retail environment, brick-and-mortar businesses can’t compete without an online presence. But this feature alone isn’t enough.

The importance of retailers accepting returns in-store for purchases made online ranked high among the consumers surveyed.
Clearly, retailers are paying close attention to this growing consumer demand. According to a 2012 Aberdeen Group study, an increasing number of retailers are accepting in-store returns for items purchased online.

A “buy online, return to store” service offers benefits to both the retailer and the shopper. Retailers can make additional sales once the consumer is in the store, and the shopper can avoid the cost of return shipping.

Keep in mind that in-store returns need to be easy. A recent multi-channel report from GSI Commerce
indicated that 76% of consumers cited expensive or lengthy online return or refund procedures as a
reason for not making a repeat purchase.

Where do I begin?

Retailer Roadmap Starting Point #1: In-store returns for online purchases with JDAI Advanced Store Enterprise Returns Management

JDAI Advanced Store and Enterprise Returns Management integrate with the retailers’ online web store application, so associates have a consistent and efficient experience when accepting a return that was ordered online.

the Consumer-retailer gap

78%of shoppers

surveyed in North America and 73% in the UK/Europe stated that “buy online, return to store” was a highly valued retailer attribute.#

This demand hits home among the “favorite retailers” identified by consumers participating in the JDAI survey: 82% in North America and 52% in the UK/Europe offered this option versus 26% of retailers that did not.± Retailer Roadmap Starting Point #1: In-store returns for online purchases with NCR Advanced Store Enterprise Returns Management

JDAI POS is taking in-store returns a step further by adding a drive-through service that allows customers to return or exchange purchases without leaving their cars.


Case #2

Personalized In-Store E-Coupons

More than ever, consumers are cost-conscious and time-strapped. The faster shoppers can receive money-saving communications from their favorite retailers the better. Most of the surveyed consumers would opt-in for the delivery of personalized coupon offers to their email inbox or mobile devices while shopping
in the store

Retailers have opportunities both inside the store and outside their walls to demonstrate that they
know what their individual consumers want and how to deliver it. In fact, 20% of retailers are now
using mobile technology as a marketing channel for streaming promotional content, coupons, ads and
other marketing messages via SMS and MMS

jdai-ecoupon