Case Study
Elevating User Experiences with Composable Commerce and a Unified Content Management System
Industry | Sustainable Water Solutions
Location | Australia and New Zealand
The client is a leading innovator in sustainable water solutions for bathrooms, kitchens, and laundries, undergoing a major digital transformation to enhance the user experience for its merchant base. This initiative aims to consolidate all brand websites into a single, unified platform, allowing the client to efficiently create, manage, and promote content across its various brands.
THE PROBLEM
Lack of efficient communication channels caused merchants to rely on time-consuming methods like calls and emails to handle tasks such as orders, stock checks, and returns.
Inadequate modern tools made it challenging to streamline processes, highlighting the need for a self-service digital platform for improved merchant business management.
The absence of a unified CMS platform resulted in inconsistencies in content updates, slower time-to-market, and increased maintenance costs across multiple brand websites.
Fragmentation of processes made content creation cumbersome, limiting flexibility in updates and brand promotions.
THE SOLUTION
The platform integrates effortlessly with Product Information Management (PIM) systems and commercetools, ensuring that product-related data, including descriptions, specifications, pricing, and images, is consistently synchronized.
By connecting with the Finance and Operations (F&O) system, the platform provides real-time pricing and inventory data, allowing merchants to view current pricing, promotional offers, and stock levels while ensuring accurate transaction processing.
The platform integrates seamlessly with Product Information Management (PIM) systems and commercetools, ensuring that product data such as descriptions, technical specifications, pricing, and images are consistently synchronized across all brand sites, improving operational efficiency.
The new CMS platform offers each brand a visually appealing, customizable homepage that preserves its distinct identity while delivering a modern and engaging user experience.
THE RESULT
Enhanced Merchant Satisfaction Improved control and visibility over orders and account management, leading to quicker response times and greater satisfaction. Decreased Reliance on Sales Representatives Reduced the need to depend on sales and customer service teams, optimizing resource use and minimizing delays.
CONNECT
BA’s Contribution:
Understanding Challenges
- Identified communication bottlenecks and their impact on merchant operations.
- Assessed the limitations of current tools and the need for a self-service digital platform.
- Analyzed inconsistencies in content updates and their effect on time-to-market and maintenance costs.
- Documented fragmentation of processes and its impact on content creation and promotions.
Planning for Requirement Gathering
- Developed a plan to gather requirements for efficient communication channels.
- Outlined a strategy to collect requirements for a self-service digital platform.
- Created a plan to gather requirements for a unified CMS platform.
- Planned to identify and address fragmented processes to improve content creation and promotion.
Requirement Gathering
- Conducted workshops and interviews with stakeholders to gather requirements for communication tools.
- Collected requirements for the self-service digital platform to streamline merchant business management.
- Gathered requirements for a unified CMS platform to ensure consistency and efficiency.
- Documented requirements to address fragmented processes and improve flexibility in content creation and promotions.
Coordinating with Development and Testing Teams
- Collaborated with the development team to integrate PIM systems with commercetools and ensure data synchronization.
- Worked with the development team to integrate real-time pricing and inventory data from the Finance and Operations (F&O) system.
- Coordinated with the development team to create customizable and visually appealing brand homepages.
- Ensured thorough testing of new functionalities and integrations with the testing team.
- Verified that the new CMS platform-maintained brand identity and provided an engaging user experience.
Project Handover
- Prepared comprehensive project documentation, including requirement artifacts, design documents, and user guides.
- Conducted training sessions for end-users and support teams to ensure smooth adoption of the new system.
- Provided continuous improvement recommendations and post-implementation support to address any issues and enhance the solution.