Enhancing customer experience through the creation of a new online ecosystem.

Case

Enhancing customer experience through the creation of a new online ecosystem.

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The challenge.

Van Marcke is a highly regarded brand that specializes in plumbing and sanitary solutions. With a wealth of experience and expertise, they offer an extensive selection of top-quality products and services. Whether it’s residential or commercial projects, Van Marcke provides professional guidance, energy-efficient solutions, and eco-friendly options to meet customers’ diverse needs.

Van Marcke had different online platforms that did not connect to each other which meant:

• Data not being centralized

• All over the place customer experience

• Entities managed by different stakeholders and using different technology

Our mission & approach.

1. Define

We conducted research to understand the Van Marcke ecosystem, aligning their business needs with a better user journey. We utilized a Priority/Complexity matrix to set the agenda for this initiative.

2. Design

In this phase, we iterated in agile sprints to deliver the design of the websites.

3. Deliver

We implemented the designs as well as connected all entities through a common platform (Drupal).

Increase in revenue

%

Increase in monthly transactions

%

New account registrations

A fresh website.

A new and responsive website fulfilling all the business needs as well as solving the existing customer pains of the old website.

Customer-centric ecosystem.

A fully customer-centric ecosystem, aligned with market needs & differentiated from competitors.

One platform.

All entities running on the same platform (Drupal), which simplifies processes and allows for a smoother experience.

Data centralization.

Full data centralization, enabling better decision making and customer insights in the future .

Beyond Belgium.

Further features and development beyond Belgium is the current focus as well as improving conversion.

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