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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.
Based on the data from Statista, the global average ecommerce conversion rate in 2025 ranges between 2.0% and 2.3%. 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 organisations by enabling a 360-degree approach for their ecommerce store management.
What keeps the wheels turning in the world of e-commerce? It's the 4 critical pillars of infrastructure:
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:
We partnered with a leading European mobile operator to model products and support various device variants in their telco accelerator. We also helped with order modelling and customised the Order Management System (OMS) to support their ticketing system and complex order processes.
We partnered with Compulndia, for development of a highly scalable ecommerce store with a robust backend to support multiple backend users to avail faster delivery. Additionally, we offered IT infrastructure management, server setup, post-launch monitoring support.
With our dedicated support, clients experienced the lowest turnaround time for going live, making us their trusted one-stop destination for all e-commerce technology needs.
We collaborated with a multi-brand F&B retailer from the Middle-East. As part of the collaboration, we developed an Invite-Only Website and Progressive Web App.
Leveraging Magento Multi-Source Inventory (MSI) as an Omnichannel solution, we facilitated seamless order pickups from multiple storage locations.
Our solution facilitated high product visibility and accurate availability, crucial during the pandemic-induced surge in online orders. With automated order management and scalable infrastructure, the brand could deliver a seamless CX to its customer.
Our customer is an Asian subsidiary of a global consumer goods manufacturer that manages hundreds of brands. They faced a major challenge in supply chain management because Salesmen spent a lot of time physically taking orders from retailers, which limited their ability to focus on account management. Retailers also relied heavily on these visits to place orders.
At Embitel, we developed a Progressive Web App that allowed both Salesmen and retailers to place and manage orders easily on their mobile devices. This solution streamlined the ordering process, integrated with the existing ERP system, and empowered salesmen to focus on more strategic tasks while giving retailers more control over their purchases.
We offer holistic ecommerce management services designed to ensure platform stability, continuous growth, and seamless customer experience. Our 360° support model covers every critical touchpoint across your ecommerce operations.
We deliver tailored support engagement models based on your business priorities.
We offer expert technical assistance through multiple support channels and tools.
We ensure fast recovery and minimal downtime through responsive incident handling.
We define and manage clear service levels to deliver consistent value.
We support long-term success with proactive service planning.
We help you maximise the returns on your ecommerce investment.
| Category | Activity | Standard Support | Enterprise Support | Premium Support |
|---|---|---|---|---|
| Engagement Management | Technical Account Manager – Connect with Project SPOC | NA | Monthly | Fortnightly |
| Steerco Meeting | Quarterly | Quarterly | Monthly | |
| Goals Alignment with Client Sr. Management and Account Manager | Quarterly | Quarterly | Monthly | |
| Driving Release Management Communication and Release Demo | Release Notes | Yes | Yes | |
| Minimum Contract Duration | 6 months | 6 months | 1 Year | |
| Technical Assistance | Support Hours P0 Tickets (Blockers) | 8 × 5 | 24 × 7 | 24 × 7 |
| Email Support | Included | Included | Included | |
| Phone Support | Not Included | Included | Included | |
| Chat Support | Not Included | Included | Included | |
| Online Support Portal Access (Jira/Redmine/Basecamp) | 1 User Login | 2 User Logins | 4 User Logins | |
| Support Model | Shared services | Shared Project Manager | Designated Project Manager + Shared Solution Architect | |
| Customer Business Process Awareness with Knowledge continuity | Not Included | Yes | Yes |
| Category | Activity | Standard Support | Enterprise Support | Premium Support |
|---|---|---|---|---|
| Incident Management | Premium Resources | NA | 1 | As per the agreement |
| Support Hours (Other Severities) | 8 × 5 Embitel Business Hours | 8 × 5 Customer Business Hours | 8 × 5 Customer Business Hours | |
| Active Incident Management | P0 (Blocker) | P0 (Blocker) | P0 & P1 (Blocker & Critical) | |
| Escalation Management | P0 (Blocker) | P0 (Blocker) | P0 & P1 (Blocker & Critical) | |
| Operational Reviews | P0 (Blocker) | P0 (Blocker) with RCA – Fortnightly | P0 & P1 (Blocker & Critical) with RCA for Blocker issues – Weekly | |
| SLA Management | Blocker / P0 | 1 hr / 24 hrs | 30 mins / 4 hrs | 15 mins / 2 hrs |
| Email Support | Included | Included | Included | |
| Critical / P1 | 1 hr / 5 days | 1 hr / 8 hrs | 30 mins / 6 hrs | |
| Minor / P2 | 2 hr / NA | 16 hr / 10 days | 8 hr / 5 days | |
| Improvements / P3 | NA | As per Operational Support Plan | Prioritized delivery as per the Operational Support Plan | |
| Permanent Fix Visibility | NA | With Timeline visibility | With Prioritized timeline delivery | |
| SLA Credits | NA | NA | Critical issue resolution time linked to Availability SLA with Credits |
| Category | Activity | Standard Support | Enterprise Support | Premium Support |
|---|---|---|---|---|
| Service Management | Blocker / P0 | NA | With Timeline visibility | 1 day / prioritized delivery for resolution |
| Critical / P1 | NA | With Timeline visibility | 3 days / prioritized delivery for resolution | |
| Minor / P2 | NA | With Timeline visibility | 10 days / prioritized delivery for resolution | |
| Success Management | Value Outcome Metrics tracking aligned with Business Goals (e.g., Support Cost/Order/Customer, Resolution time for blocker/critical incidents, SLA Compliance, Talent Ramp up/ Ramp down time) | Not Included | Quarterly / Half Yearly | Monthly |
| Review of Customer Journey, Support operations and Digital Infra | Not Included | Quarterly / Half Yearly | Monthly | |
| Maximise User Adoption | Not Included | Proactive, 1 per year | Proactive, 2 per year | |
| Change Request Management | Separate CR process and agreement (Charged separately) | Separate CR process and agreement (Charged separately) | Based on the agreement of the Scope |
| Category | Activity | Standard Support | Enterprise Support | Premium Support |
|---|---|---|---|---|
| Comprehensive Value Realization | UX Study and Feedback | Not Included | Once a year Once a year | |
| SEO Audit | Not Included | 1 per year | 2 per year | |
| Code Review and Feedback | Not Included | Once a year | Twice a year | |
| App Health | Not Included | Once a year | Twice a year | |
| Site Security | Not Included | Reviewed once a year | Reviewed twice a year | |
| Performance Audit | Not Included | Conducted once a year | Conducted twice a year | |
| VCS Review and Define Branching Strategy | Not Included | Once a year | Twice a year | |
| Uptime Monitoring | Not Included | Yes | Yes | |
| Cost | No. of Incidents | Up to 15 tickets / Up to 40 hours | Up to 48 tickets / Up to 140 hours | 100+ Incidents / More than 320 hours |
| Cost Per Month | Contact Sales / Request for Quote | Contact Sales / Request for Quote | Contact Sales / Request for Quote |
| PM Tool Priority | Definition | Examples |
|---|---|---|
| P0 – Blocker |
|
|
| P1 – Critical/Major |
|
|
| P2 – Minor |
|
|
| P3–P4 – Improvements |
|
|
| Plan Details | Standard | Growth Focused |
|---|---|---|
| Engagement Duration | > 1 month | > 12 months |
| Monthly Hours | 40–100 hours (Scalable on demand) | 160 hours (flexible) |
| Team Composition* | Frontend/Backend Dev, QA, UI/UX (shared), Project Coordinator (shared) | Full-Stack Developer, QA, UI/UX, DevOps, Project Manager, Optional: Data Analyst |
| Billing Model | Fixed monthly fee with rollover (optional) | Fixed Monthly Fee with Sprints & Reviews |
| Scalability | Cost Effective and Predictable | Ready to Scale team |
Our Application Enhancement Services (AES) offer flexible engagement models, whether you need steady support or growth-driven innovation.
From continuous development to feature enhancements and automation, we ensure both BAU and business impact are covered.
We offer end-to-end support to keep your digital platforms running smoothly, securely, and ready to grow without any disruption.
Handle small but essential improvements that keep your applications efficient and up to date.
We refine the user experience and backend functionality with minor yet impactful updates.
Keep your platform healthy and high-performing at all times.
Test, release, and scale with confidence.
Stay informed with clear insights into performance and delivered improvements.
Our services are designed to be as efficient as they are effective.
Your digital platforms deserve more than upkeep. We help them grow, evolve, and lead. Our ecommerce management services are designed to drive continuous improvement, faster time-to-market, and measurable business impact.
We continuously refine your product for better performance and user satisfaction.
We help you integrate tools and tactics that accelerate digital growth.
We streamline your systems and processes for speed, scale, and stability.
We turn your data into decisions and automate what matters.
We keep your systems secure, stable, and future-ready.
We focus on growth outcomes, not just tech deliverables.
Bolster Your Website for the Holiday Sales Rush: Your Essential Guide to a Glitch-Free Shopping Season
A 360° ecommerce support framework includes end-to-end services like technical support, incident management, platform upgrades, and performance optimisation. At Embitel Technologies, we cover success planning, security management, analytics, and continuous improvement. Our team ensures your digital commerce platform runs smoothly, securely, and scales with your business goals.
