- Customer Service spent more time entering orders directly in the ERP.
- 10% of customers were using Thule’s online ordering and service website.
- Increased call volumes and consumers were unhappy with the wait times.
- Retailers wanted real time inventory and a better B2B experience.
- Customers thought the site was unreliable, outdated, lacked functionality and was not user-friendly.
Thule
Thule, a Swedish based company, has long been a market leader in providing high-end equipment and racks used to transport sports and other gear. While the company was very successful selling their products through a global network of dealers and distributors, their Oracle ERP system was not able to effectively meet the demands of customers who routinely dialed in with orders and inquiries.
Enhanced B2B Ecommerce Site Improves Online Ordering to 80%
The Challenge
The Results
- With an enhanced B2B ecommerce platform, Thule increased their online ordering from 10% to 80%.
- Thule tripled adoption within 6 months after the new B2B site launch which greatly improved the morale of the reps.
- Having a robust B2B site allowed Thule to keep up with growth and pace of the business with minimal HC expansion.
- 20% increase in North American sales
- 250% (not a typo) increase in Canadian orders
- 45% increase in customer service response times