Our client is a successful, B2B luxury furniture manufacturer who delivers their quick-ship, finished goods to high-end global clientele.
They had a beautiful owned-and-operated website, but their partner commerce experience was disjointed and fell flat in comparison. Their interior design partners were provided an outdated ecommerce platform that was difficult to use and had limited payment options, and their retail partners were required to contact customer service to place all orders.
Partners were frequently requesting to customize product offerings, but the furniture manufacturer did not have the infrastructure to do so – a real missed revenue opportunity.
The constraints of their legacy systems also disrupted their day-to-day operations. Sales did not have visibility into the buyer journey, inhibiting them from targeting the most promising opportunities, and customer service was overwhelmed with significant caseloads.