About Client
The client is a leading global fluid management company, specializing in manufacturing and providing innovative pump solutions for sectors like water, oil, gas, and energy.
Client: Enterprise-level Manufacturer
Region : Global Regions
Industry : Manufacturing and Engineering
The Challenge
Client aimed to transform their eShop into a comprehensive digital Shop. The challenge was to integrate advanced features like Warehouse allocation in proper manner, order splitting, eWarranty, installation services, product selector and AMC for water pumps, ensuring a seamless user experience while optimizing operational workflows and enhancing customer satisfaction
- Inefficient handling of multi-location deliveries caused errors, delays, and logistical inefficiencies.
- Limited search and filtering capabilities led to poor customer experience and missed conversions.
- Absence of installation services and AMC options created gaps in the post-purchase experience, reducing convenience and brand loyalty.
- Manual, paper-based warranty tracking caused inefficiencies, errors, and inconvenience for customers and service teams.
- Existing infrastructure risked performance issues with increasing user demands and product portfolio growth.
- Non-intuitive user interface impacted customer satisfaction and engagement.
Have Questions ?
The Solution
We integrated advanced features such as order splitting, a product selector tool, eWarranty, installation services, and AMC for water pumps, optimizing the customer journey and operational efficiency.
- Implemented a system to handle multiple deliveries within a single order, improving logistics and customer satisfaction.
- Developed an advanced, accurate search feature to help customers easily find and select the right products based on their needs.
- Enabled seamless digital warranty management, allowing customers to register, track, and claim warranties online.
- Added a streamlined process for booking installation services, ensuring timely and efficient product setup.
- Integrated Annual Maintenance Contracts (AMC) for water pumps, providing customers with long-term service options for maintenance and repairs.
- Redesigned the platform for a more intuitive, user-friendly experience, improving navigation and reducing friction throughout the shopping process.
Business Metric Improvement
The solution enhanced customer engagement, increased order accuracy, boosted service adoption (installation and AMC), reduced operational costs, and improved overall customer satisfaction and retention rates.
- The integration of features like order splitting, eWarranty, and AMC services led to improved customer satisfaction by providing a more streamlined and comprehensive shopping experience.
- The advanced product selector tool and seamless integration of installation services and e-Warranty improved the customer journey, resulting in higher conversion rates and reduced cart abandonment.
- Automation of order splitting, warranty management, and service bookings reduced manual interventions, streamlining operations and cutting down processing time and costs.
- The addition of AMC and installation services led to higher uptake of value-added services, contributing to increased revenue streams and long-term customer loyalty.
- The enhanced product search, eWarranty features, and clear service options reduced customer confusion and inquiries, leading to fewer support tickets and more efficient customer service operations.
