B2B & B2C eCommerce for DS Smith
DS Smith is an international company, leader in state-of-the-art packaging design and innovation. Established in 1940, it currently has more than 31,000 employees in 37 countries around the world, and its headquarters are located in London.
+86%AVERAGE VALUE PER ORDER
Fully automated orders, synchronized with DS Smith’s MIS. The status change flow is integrated with its systems up to the final delivery to the customer, who is always informed of their order status, avoiding any manual operational intervention. Financial data, invoices and amendment invoices are communicated through the integration between Magento and SAP. Both new customers and leads are synchronized with the CRM, making easier for the sales department to identify new sales or carry out the follow-up of new accounts for customer loyalty.
The diversity of DS Smith’s catalog required the development of new types of products, such as custom-made packaging, printable materials or specially customized packages. Based on the functionality of Magento B2B quotes, we developed an ad-hoc flow for quote negotiation, fully managed from Magento’s back office, for their product purchasing process. Customers can contact the salesperson through their quote in the “My Account” private area on the website. The multiple flows and features required for this functionality were one of the most difficult challenges of the project.
The flexibility of DS Smith’s products enables the user to search in the company’s catalog for products by size. We developed a search engine that allows the customer to enter the dimensions of the package and see all the products matching the description. The results are displayed based on an algorithm that finds the products that are closest to the measurements (height, width and length) entered.
To finish the order process, we carried out an integration with Realex Payments, the payment service provider, supporting multiple payment methods, such as credit card or PayPal, and scalable to any international market. The integration of this gateway with Magento’s checkout, together with the normalization of its look and feel to make the customer experience identical to the store experience, user-friendly and easy, was one of the key problems to be resolved in the project.
The customer is offered the possibility to sign up and start a new purchasing process by simply entering their email address. By simplifying the required information as much as possible and by reducing the hassle of the traditional purchase forms, we designed an easy, fast and natural process to provide users with a satisfactory experience and to optimize their conversion.
One of the clearest and most basic goals of the project was to be able to monitor and identify business opportunities from traffic sources, online marketing campaigns and from user behavior and their interaction with products during their shopping experience. In order to do this, a customized integration was developed using Google Analytics and GTM, including Enhanced eCommerce, which allows the client to draw conclusions to improve site performance and increase sales.
For DS Smith, one of the key aspects was to conduct an analysis of orders and products sold, with metrics, sales reports, product reports and profit margins. A control panel with advanced reporting was included in Magento’s back office, which provided a graphic display of commercial information.
User requirements and new usability principles make us focus on mobile devices and on how to make the most of all devices by applying a “mobile-first” design concept. We progressively optimized the design in order to adapt it to all kinds of tablets, computer screens and laptops.
+86%AVERAGE VALUE PER ORDER
- Improved customer service by enabling them to contact the salesperson through their quote in the “My Account” area.
- Improved searches for uses so that they are able to enter the dimensions of the packages and see the products matching the description.
- Enabled multiple payment methods.
- Satisfactory and fast checkout experience for users, optimizing their conversion.
- Enabled DS Smith to analyze results thanks fo a customized integration using Google Analytics, GRM and Enhanced ecommerce.
- Enabled DS Smith to be able to obtain custom reports on metrics, sales, or profit margins.
- Design adapted to mobiles, a fundamental aspect in today’s context.