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success story

Market expansion via emerging digital channels

Revolutionizing the security solutions buying experience via B2D and D2C eCommerce channels
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challenge
The existing customer journey was broken and missing an ecommerce interface. The client could not connect directly to the customers to promote their digital locks offerings, restricting them from tapping into new customer segments and geographies. The order fulfillment process was manual on the distributors’ side, and customer-specific catalog maintenance and pricing were error-prone.
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process
We began with a business consulting-led phase to assess the current IT capability and breakpoints in the customer journey and evaluate multiple eCommerce platforms to support the channel expansion strategy. A global architecture and template site model was laid out to leverage Magento to build a unified commerce solution for B2D and D2C stores via a phased rollout strategy for different APAC regions. Later, the Magento instance was integrated into the store’s POS systems via a headless layer to offer a genuine omnichannel experience.
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outcome
The digitization of B2D channels simplified the distributor’s buying journey and facilitated seamless bulk ordering. The template site model offered about 60% faster implementation & rollout for subsequent brands and geographies. The D2C channels enabled increased control over brand messaging, customer engagement, and opened up market opportunities in new customer segments. The buyers are provided with real-time prices that reflect current offers, contracts, and configurations.