How does a PIM improve the customer experience?
Product Information Management (PIM) is an essential tool for improving the customer experience. Here are some tips and methods that a PIM can help with:
What is PIM in a few steps?
In today's digital world, businesses use multiple systems to store, collect, and personalize information in order to manage different facets of their online business. PIM, or Product Information Management System, is a software tool that allows businesses to centralize, organize, and manage all information related to their products. PIM makes it easy to create, update, and consistently deliver product data across multiple sales channels. PIM helps businesses that lack efficiency in product management to improve products, ensure the consistency of information, and respond to requests based on users.
Objective:
A PIM makes it possible to collect, store, enrich and publish information
company product:
- collect and store company product information in a single repository so that the information presented is clear,
- enrich and personalize product information with in particular marketing information (descriptions, media, etc.),
- translate product information,
1.What are the advantages of a PIM ?
Centralization of information: A PIM is used to centralize each product information within a single platform. This makes it easier to manage and update data, while ensuring that all product information is consistent and up to date. This provides reliable information and customers can trust the information they find on your website or other sales channels.
- Data improvement: Using a PIM allows you to ensure that product information is complete and accurate. You can add detailed descriptions, high-quality images, technical specifications, and other relevant information to help customers make an informed purchase decision. As a result, you reduce returns and order errors, which in turn improves the customer experience.
- Personalized content: A PIM allows you to create personalized experiences for your customers based on their preferences and purchase history. You can use PIM data to recommend similar products, offer special offers, or send targeted communications. As a result, customers have a more pleasant and engaging experience.
- Improve product availability: With a PIM, product availability information can be easily managed in real time. Customers can find out if a product is available or out of stock before ordering. This avoids the disappointments and frustrations associated with unfulfilled orders.
- Optimized search and navigation: A PIM makes it possible to structure product information in a logical way, making it easier for customers to find and navigate. Advanced filters, categories, and search attributes allow customers to quickly find the products they're looking for, improving their experience on your website or other sales channels.
The information collected through the PIM also makes it possible to offer complementary services to improve customer experience.
The PIM is a necessary resource because it is able to make the link between your different products using Up-selling And the Cross-selling. This consists first of all in suggesting your higher-end models to then recommend complementary products with that of the customer.
Photos can also be an important element in showing products in action or in their natural environment and showcasing a product.
Thanks to PIM, it is possible to include photos of situations or environments to give a more precise idea of the product and its use. With a PIM, it is possible to include explanatory videos about the products in the product sheet.
This allows customers to have a better understanding of the product and its features, which can encourage them to buy.
2. Who uses PIM to improve the customer experience?
- PIM (Product Information Management) helps different types of businesses, whether small, medium or large. These tools can be used by SMEs as well as by large companies, distributors, retailers and e-retailers. Choosing a PIM system will depend on the specific needs of each business in terms of product information management. There are also PIM solutions adapted to different industries, such as retail, distribution, e-commerce, etc. The main objective of PIM is to allow businesses to centralize, organize and manage in a simple way and organize product information, regardless of their sector of activity.
- Marketing team: A marketing team is a group of professionals working together to plan, implement, and manage the marketing-related activities of a business or organization. The marketing team plays a critical role in promoting products, acquiring customers, building brand awareness, and achieving business goals. It is a different role.
Marketing manager
Digital marketing specialist
Communications manager
Content specialist
- After-sales service: After-sales service (SAV), also called after-sales customer service, refers to all the activities and services provided by a company to assist its customers after buying a product or subscribing to a service.
- Technical service and design office: A technical department and design office is a department or a team within a company that deals with the design, engineering, development and technical support of products, projects or solutions proposed by the company. This department plays a critical role in developing new ideas, developing technical plans, resolving problems, and coordinating activities related to the company's products or services.
- Quality Control Department: A quality control department is an entity within a company that is responsible for monitoring and evaluating the quality of the company's products, processes, and services. Its main objective is to ensure that quality standards are met throughout the production cycle, from the procurement of raw materials to the delivery of the final product.
- Master Data Manager: A master data manager, also known as a master data manager, is a professional who is responsible for overseeing and managing master data within a company. Master data is essential and central information that defines the key entities of a business, such as customers, products, suppliers, employees, etc.
3. Who is a PIM solution useful for?
After-sales service uses PIM data to meet customer expectations and needs in an efficient and more accurate manner. The comprehensive product information can help solve any problem customers encounter in a simple manner.
The marketing team uses PIM data based on customer wishes and buying behavior to produce more targeted and effective marketing campaigns.
The PIM can also be used by the technical department to track product changes. and ensure that all data is up to date and accurate prior to production.
Finally, the quality control department uses the PIM to track basic data such as certifications, safety standards, and other critical information to ensure that all products meet quality and compliance requirements. Example>
In this case, a PIM is a valuable tool for improving the customer experience at several levels, from initial product research to after-sales service. It ensures better management of product information and more competent customization to meet customer needs and preferences, which can result in an overall improved customer experience.
4. Speaking of cost? How much does a PIM cost and what are the additional investments
- The total cost of a PIM project is important to estimate taking into account various aspects (direct and indirect).
- Setting up a PIM project is a business project that requires human and financial resources, not to mention the implementation cost. It will involve several trades and departments in your company, and their help will be invaluable on a daily basis.
Before choosing your PIM solution, you must first establish your budget and form the team that will work with it.
In the PIM market, economic models are in principle based on 2 economic models: SAAS (all inclusive) and OPEN SOURCE (cost according to the specifications and the PIM solution chosen). To properly assess the cost of a PIM project, you must estimate its overall cost by taking into account all the elements necessary for the success of your project.
PIM license: purchase or subscription
Both economic models exist. You can buy a PIM as a subscription or as a license.
- License purchase: by purchasing the PIM license the first year, you will have maintenance and hosting costs in the following years, not to mention the cost of updates and bug fixes
- SAAS subscription mode: each month, we pay for the subscription which includes the rights to use the solution, updates, after-sales service, backup and especially security to avoid cyber attack concerns
5. The criteria for choosing a PIM solution can be defined in 4 points :
A PIM solution can be found in the trilogy of 3 information systems, namely ERP, CRM and PIM. To properly choose the right solution, you will have to define the functional scope of the PIM software, so first list all the functions you will need, being as exhaustive as possible.
Be careful to keep your objective in sight. Too many project managers summarize their need to an analysis of the PIM systems offered on the market, to conclude their own specifications. Quickly they are found and with lots of unused features.
It is still interesting to invest in a PIM solution for the simple reason that centralizing all your product information in one place remains accessible for your entire team and you save a considerable amount of time and above all, we no longer waste time “where are my photos, are the dimensions correct...” . “, As data is stored in a place that is accessible 24/7 with verified data, more people will have the need to doubt. Absolut time saver and sincerity.
Better start from your objective to describe the functionalities by 3 criteria; MUST HAVE, SHOULD HAVE, NICE TO HAVE. So must have, should have and nice to have. In any case, a good solution should offer you a set of functions that will simplify the management and valuation of your product sheets and allows you to distribute this information simply on marketplaces, to paper catalogs, technical sheets and multiple E-commerce sites. The easiest way is to test yourself to see if the tools offered are understandable and cover your need to invest in a PIM project
- PIM (Product Information Management) Features
- DAM (Digital Asset Management) Features
- Paper edition (product sheets, brochures, catalogs)
- Digital or traditional publishing features 'le Print'
Ergonomics:
An ergonomic and intuitive solution will promote team adherence and limit training costs and time.
Autonomy:
In order to limit maintenance costs, you must be autonomous in setting up and administering your PIM. The essential functions must be accessible without the intervention of your IT department or the service provider who will integrate the solution.
Integration into your ecosystem:
The PIM solution will be integrated into your ecosystem and interfaced with your ERP (Enterprise Resource Planning), your e-commerce site and your business software. You need to check that the solution you choose is compatible with these different tools.
6. How does PIM manage data security and privacy?
A product information management system (PIM) manages data security and privacy by implementing a variety of security measures to protect sensitive information. Here are some of the methods that PIM systems commonly use to ensure data security and confidentiality:
- Access control: PIM systems use access control channels to limit access to data from authorized users. This may include identifying and registering users, using robust access coders, setting up an access control system, and login features to track user activity.
- Data transfer: Transfer is used to remove sensitive data, when it is managed, or when it is transferred between the PIM system and other applications. Data control ensures that only authorized individuals have access to information and that they can understand it.
- Access rights management: PIM systems allow you to define specific access rights for users or groups of users. This provides control over what actions a user can perform on the data, such as reading, editing, or deleting. Managing access rights ensures a clear separation of responsibilities and reduces the risk of data being misused.
- Activity tracking: PIM systems provide logging and auditing capabilities to record and track user activities. This makes it possible to detect suspicious or unauthorized activities, track changes in data, and identify potential security issues.
- Data backup and recovery: PIM systems use regular backup mechanisms to avoid data loss in the event of an incident or failure. If required, data can be quickly restored, ensuring continuous access to information.
- Compliance: PIM systems are designed to comply with data protection regulations, such as the EU General Data Protection Regulation (GDPR). They incorporate data protection and user consent features to ensure compliance with legal requirements.
- It is important to note that data collection and retention rely on data analysis methods that are not yet publicly known, for example, the collection of anonymous data, the use of data, and the establishment of robust data retention policies.
7. How does PIM adapt to the changing needs of users?
The Product Information Management (PIM) system is designed to adapt to changing user needs. It offers flexible and customizable features to meet the specific needs of businesses and users. Here's how PIM can adapt to changing needs:
- Flexible configuration: PIM allows users to customize data attributes, relationships, and validation rules to meet their specific needs. This makes it easy to adapt the system to changing products, distribution channels and market requirements.
- Integration with other systems: A PIM can be integrated with other business systems, such as order management systems, content management systems, or e-commerce systems. This integration allows for seamless data sharing and real-time synchronization with other applications, making it easy to adapt to changing user needs.
- Workflow customizable: A PIM offers workflow features that allow users to define processes for approving, validating, and publishing data. These workflows can be adapted and adjusted according to organizational changes or business requirements, thus ensuring flexibility in data management.
- Multilingual and multi-channel support: A PIM can support data management in multiple languages and across different sales channels, such as websites, printed catalogs, mobile applications, etc. This ability to adapt to different languages and channels allows users to meet the changing needs of international markets.
A concrete case in which a PIM increases the conversion rate?
How can a product among other products with the same purpose be sold more expensive only thanks to descriptions and photos?
Here is an example, let's say you are looking for a very specific DIY product to repair the trunk of your roller shutter.
The solution is not easy to find on the market so look for various information on the product that could do the trick.
The problem is that you can't see, nor touch the product. So you have to Trust in that we are able to read and see. In other words, information such as photos, technical details, the application of the product, the application of the product, the use and the guarantee over time mean that the information can assure or create distrust among the buyer.
The idea was to find a white self-adhesive plastic paper that could cover, like perfection, and above all that would stay in place.
Let's compare its 2 products found, following the search on the Google search engine and on Amazon:
· The first product contains 5 technical specifications plus a single photo. Product price 16,00€
· The second product contains 11 technical characteristics plus the “renovate” application of the product, so what is the point of having more notion than quality “resistant to Yves really, to water and oil”. In addition with 7 including a photo in situation. Product price 31,99€
Is our choice only based on the price of the product?
Are you ready to pay €16 more if you are sure that the most expensive one meets your request?
In the end, on the Internet, you can only compare what you read and what you see. In other words, the more detailed this product is, accompanied by pretty photos of the qualities and explanatory videos and of course customer reviews, the more tempted we are to buy it.
It is therefore important not only to convince customers with Maxime of detailed information, but also to remove all obstacles that prevent the purchase.
We have done a test for you and purchased the 2 products to see if the description of this product is real or false.
Of course, broken promises will be immediately rejected with the result of the returned product, and your brand discredited. So your brand will never be on the customer's wish list again.
A few tips for describing a seller product.
· Tell that reality
· Keep your promise according to the descriptions, images that you post
· Pay attention to negative reviews so you can react actively.
· Reviews should be independent of real customers. Otherwise, you're jeopardizing your promise.
· It is not the price amount that is important, but what you promise for the price, it may be more interesting to sell more if the quality of the product is justified
· Chosen, simple words can be read by the broadest audience, except for very specific or professional products
· Pay attention to the visual of your products, it is better to display fewer quality photos than to show just anything in number
· The visuals should be explicit and Claire, tell the truth, it is advisable to show it from different angles and different Situation
· This photo is in application so that visitors can project themselves.
· In your descriptions, think about marketing elements, technical details, such as size, material or colors, quality, such as lifespan, resistance to the environment, to temperature ranges.
Simply don't stage, tell the truth with all these details in the best way to keep your promise, and therefore the value of your brand.
Conclusion:
In conclusion, a PIM software (product information management system) is an essential tool for businesses looking to effectively manage their product data. It makes it possible to centralize and organize information, to ensure its consistency and accuracy, and to distribute it effectively across different sales channels. With a PIM, businesses can improve productivity, reduce errors, optimize product management processes, and provide a quality customer experience. In short, PIM software plays a key role in the success of a business by allowing it to adapt to changing market needs and remain competitive in a constantly changing business environment.
Some information to start your project:
- First of all, draw up a specification
- Second, find questions and answers
- Follow up by conducting introductory workshops in product information management
- Then, build your article by choosing relevant keywords
Why Solidpepper:
SolidPepper is a PIM solution user-friendly and feature-rich. Its intuitive interface makes it easy to use and manage product information. You can centralize all the details of your products, including descriptions, images, images, videos, technical documents, etc. In addition, SolidPepper promotes collaboration by offering advanced features for managing tasks and access rights. You can also deliver your product information consistently across multiple sales channels with SolidPepper's omnichannel integration. Automating tasks saves time and effort, while SolidPepper's professional support ensures quality support throughout your use of the solution.
Are you interested in the Solidpepper PIM platform ? We invite you to discover our different rates and to request a free demo!
Be ready to improve your customer experience.
