Var Group and Idroexpert Transform Their Customer Experience and B2B Business With HCL Commerce Cloud

Overview

• Part 1 Challenge

  Idroexpert is a leader company in the thermo-sanitary sector with 40 branches and 14 showrooms throughout Italy, over 300 partners wholesalers, 4 company names, 310 employees and a punctual service for 15.000 customers a day. Idroexpert provides nationwide products of hydraulics, taps, sanitary ware, heating, flooring and internal and external lining. Idroexpert asked to Adiacent, Var Group’s Customer Experience division to create a complete and personalised shopping experience for the B2B target. Idroexpert business was born and developed mainly on offline channels, relying on the online world the most traditional part related to web marketing and branding. The need of Idroexpert was to create an e-commerce web site to satisfy the articulated logic of B2B target, enriching the experience with after-sales services, technical and commercial assistance, also proposing a new and more complete offer that went beyond the competitive price as the only driver for the purchase. The digital world offers the ability to place orders at any time and from anywhere, having a much wider range of items that, thanks to centralized logistics, can be delivered quickly, integrating traditional business by taking advantage of the benefits of the online world.

• Part 2 Solution

  Thanks to the HCL Commerce Cloud platform, the customer experience becomes personalized. Idroexpert interlocutors can check the product's availability in real time and the price reserved for them and decide where and how to receive it; thanks to a reserved area, they can also quickly access invoices, sales documents, transport documents, open orders and accounting schedule. The simple user interface and the flexible nature of HCL Commerce Cloud, allow customization without technical interventions; those who manage e-commerce can change the graphics of the portal, start and manage promotions, create one-to-one personalized experiences for each customer segment.

• Part 3 Results

  The new project about the B2B customer journey has required the involvement of numerous strategic figures such as area leaders, area sales and retail outlets. Idroexpert uploaded in a short time over 500,000 items divided into 4 stores; a volume of data that only an innovative platform like HCL Commerce Cloud could index and manage in a fast and efficient way.

  The project carried out with Adiacent is concretely helping Idroexpert to push online the customers it already had in the physical world: for this purpose, a Contact Center has been created in which 20 resources are in charge of service and maintenance of online profiles. This Contact Center has helped register over 5,000 customers over six months.