As one of New Zealand's leading wholesalers, Acme had an ageing website that needed to keep pace with its growth and the fast-changing expectations of a B2B customer. Due to the limited functionalities of their old site, many customers were diverting to making their orders over the phone, putting significant strain on the customer service team.
Taking a customer-centric approach to User Interface and Experience (UI/ UX) design, our solution focuses on resolving the pain points of a B2B buyer. We first prioritised navigation and easy access to product information and orientated a "3-clicks max" principle to UI. Products were displayed by brands and categories, and the customised search bar was positioned front and centre with the ability to explore by product name, keywords or SKU.
B2B buyers are often time-poor, and we've designed a range of convenient features for Acme members. This includes enabling Quick Order, Multi-cart, and Instant Buy features that make purchasing a breeze.
To meet the needs of the modern B2B buyer, we explored a range of integrations that improves customer experience and reduces staff workload through automated processes.
We implemented a two-way ERP integration, enabling real-time visibility of stock levels for Acme customers and more accurate demand forecasting for procurement. It also reduced the workload for marketing and customer support, as new products and SKU-level information are automatically added to the web catalogue as they are stocked by the warehouse team.
In the customer portal, we created a custom 'multi-cart' system which allowed enterprise customers to purchase for multiple accounts easily. This helps reduce admin time for the B2B buyer, whilst simplifying purchase orders and invoicing. For customers that prefer to buy the traditional way, the quick order system allows customers to simply upload a CSV instead of shopping online.
Starting from the RFP process BBT hit the brief extremely well, translating into the delivery of eAcme itself. Across the BBT team, they know their stuff and are professional in approach and responsiveness to issues. I would recommend them to any business looking to implement an eCommerce solution.