This involved an overhaul of their online brand, back end technology and eCommerce functionality. It was an initiative that would impact every element of the business.
PushON engaged in thorough research to not only understand Robert Scott’s business requirements but to help them understand how their clients were behaving online and what services would help to ensure a long-term relationship with Robert Scott.
B2B eCommerce involves more than the application of functional technology – a company’s website should spark and enhances customer relationships.
As with many B2B businesses, establishing and maintaining long term relationships is essential to Robert Scott. Rather than disrupt those relationships, our strategy enhanced them by exposing a view of Magento so that account handlers could work directly on the client account.
This ensures that orders are added to their purchase process. It also provided a means whereby we could significantly reduce transcription errors and simultaneously deploy functionality, improving access to customer knowledge and enhance basket size.
A Digital Transformation
This complex digital transformation project engaged with various teams across the business and with several third-party agencies. Having rigorous project management controls helped keep a very complex delivery in line with expectations and allowed for exploring necessary unknowns.
As with any complicated deployment, sufficient training is key to long-term success. This ensured that the systems deployed are used effectively, for the benefit of their clients and in the day-to-day running of the business.