Bossard: Customer-oriented B2B platform for e-Commerce
Merkle is developing a new e-Commerce solution with a uniform customer experience.
At a glance
- 01The challengeNumerous systems and too little customer focus
- 02Our approachCustomer Centricity and unique Customer Experience
- 03The resultCustomer-centric B2B platform
Sector
- Industry
Disciplines
- Strategy & Consulting
- Conception
- User Experience & Design
- Technical Implementation
- Maintenance / Operational Support / Project Management (Agile Workflow)
Year
- 2018 – 2021
Tech Stack
- SAP Customer Experience
- SAP Commerce Cloud V2
Services
- Commerce
- Operations
- Digital Strategy
The challenge
The Swiss Bossard Holding AG is an internationally active company for connection technology. Another focus is on the promising area of smart factory logistics.
Until now, however, the company used eleven different platforms. This was accompanied by many more interfaces, designs and complementary systems.
The users each need different log-in data. Access is complicated and the online presence is inconsistent. Bossard urgently needed a new e-Commerce solution with a seamless customer journey.
Our approach
Merkle Strategy Approach
Customer Centricity
Consistent user experience
Global, multilingual, responsive
E-commerce with a unified customer journey
Perfectly integrated: CMS & Commerce
Bossard's modern B2B platform combines two systems to create a seamless customer journey:
- We use SAP Commerce Cloud for the online shop. This solution provides a flexible, scalable system architecture for e-commerce.
- Sitecore serves us as a smart CMS. We use it to make various informative content available to users - for example press releases, technical data or facts about the manufacture of Bossard products.
The customers are the focus of the innovative platform. The smooth transition between CMS and e-commerce facilitates their navigation. Thanks to the intuitive design, users can find the right products for them. They can view their purchase history or order even faster via a scan app.
SAP Commerce Cloud
Together with Bossard, we are developing the new B2B platform including e-commerce solution based on the SAP Commerce Cloud. The new platform fulfils all the desired requirements of a professional online shop. Additional added value is created by the many customer-specific B2B features –for example, customer-specific prices and graduated prices, 3D visualisations and the storage of own article numbers.
Order faster with the scan app
New order? With the Bossard Scan app, this will be even quicker in future: customers simply scan the barcode of the desired product using their smartphone. They can then access the ordering and payment process either directly via the app or the PC. In this way, the app makes shopping a much more pleasant experience.
Unique e-commerce solution for the B2B sector
The relaunch transforms the online shop from a complicated system to a uniform e-commerce experience. The new platform scores with many features:
- 3D data of the products
- personalised product portfolios
- cross-national credit card payment possible
- Express order entry
- Ordering as a guest
Bossard expects a significant increase in e-commerce sales thanks to improved usability. Together with Bossard, Merkle is developing the B2B platform further in the long term: for example, the online shop will be linked directly to the Bossard users' ERP so that ordering is even faster.
