In this episode of The eCommerce Profitability Show, host Dan Little is joined by John Toon, Owner of J Squared Consultancy.

Join them as they discuss:

The role of technology in modern eCommerce
How businesses can overcome digitisation challenges and optimise their operations
When to transition from simple to complex ERP systems
How AI impacts eCommerce

John is the Tech Strategy Lead and Senior Manager at Beever and Struthers, Co-founder and Technology Director at R.E.P.R.E.S.E.N.T Tech, and a Member of the HLB Strategic Innovation Team at HLB International. With 20 years of experience, he has developed extensive knowledge of technology in the eCommerce space. His expertise in digital transformation helps companies navigate new challenges. Additionally, John hosts the Digi-Tools in Accrual World podcast.

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Episode Highlights:

02:43 - 05:46 - Mastering Modern eCommerce: Modern eCommerce has evolved from simple online sales to managing multi-channel opportunities across various platforms, bringing challenges such as handling significant volumes, even for smaller sellers, and dealing with value-added taxes, cross-border sales taxes, and foreign currencies. Technologies that simplify these aspects are crucial as they make the operational side more manageable and enhance the customer's buying experience. Moreover, the ability to analyse data and use eCommerce tools like those available for Shopify can significantly improve sales conversions and overall business efficiency.

05:47 - 13:18 - Overcoming Digitisation Challenges: A common challenge for businesses undergoing digitisation is their lack of understanding about the tools they use. Many companies adopt popular software solutions like Xero without fully understanding whether these fit best for their specific needs. That's where consultants like John step in to educate business owners, encouraging teams to reevaluate their tools and strategies to ensure they are optimal. Additionally, when expanding internationally, businesses frequently overlook tax complexities and potential savings, such as those available through programs like Amazon's Global Programme.

13:19 - 17:59 - From Simple to Complex ERP Systems: Regarding the unique challenge of eCommerce for various business sizes, it's clear that the type and volume of sales can significantly influence the choice of technology and systems used. For example, a business selling a high volume of low-cost items may face limitations with transactional systems like QuickBooks or Xero, affecting the ability to manage VAT returns and other accounting needs. This often requires a move to more robust ERP systems designed to handle greater volumes and more complex operations. However, transitioning between these systems can be a critical step for growing businesses.

18:00 - 23:15 - The Role of AI in eCommerce: While AI was often used as a buzzword, its practical application has grown significantly over the last few years. Many businesses are already using AI without realising it. Large language models, such as ChatGPT, have transformed basic chatbots into sophisticated tools that can enhance customer interactions and potentially increase conversion rates. However, when using AI, you must have clean, up-to-the-minute data. Additionally, for eCommerce businesses, focus on specific areas for AI integration to maximise benefits.

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