Selling through the Internet channel is not only the issue of the properly designed website, it is a complex process of satisfying the e-customer’s needs, that differ from the needs of a traditional ground customer. By analyzing the processes of e-commerce we will find bottlenecks in the service and propose how to solve them.

Our analysis includes all processes that have an impact on the quality of e-customer service: purchases, sales, offer management, logistics, after-sales service system, the exchange of information within the enterprise and between the enterprise and its surroundings.