The Challenge: Beyond WiFi: Streamlining Online Orders in a Diverse Digital Landscape
H+K International was confronted with another obstacle.
A considerable number of H+K’s retail locations not only lacked WiFi, but also lacked access to an online portal where employees could place orders for customers. This lack of a digital expereince for customers visiting H+K’s retail locations resulted in missed sales and lost revenue. H+K saw this as a chance to unlock new revenue. To overcome these challenges, they wanted to provide an order portal for retail employees, ensuring that all their stores could place customer orders quickly and efficiently. They also wanted to optimize the mobile experience for customers visting thier retail locations, helping customers understand thier solutions, make buying decisions, and easily place orders. This vision lead to an omni-channel experience, enabling customers to transition seamlessly between web experiences and moble apps and different devices, from desktop to mobile to tablet, without loosing thier personalized customer journeys or shooping cart information.
The Solution: Delivering Seamless Mobile Ordering Experiences
To achieve these ambitious goals, H+K partnered with Icreon to develop a seamless mobile ordering experience. Acknowledging the global variations in smartphone and tablet usage, as well as differing download speeds across stores, Icreon engineered robust and high-performing mobile and tablet apps capable of delivering optimal performance even on lower cellular connections like 3G and Lite. The collaboration led to a user-friendly, efficient, and accessible platform that enables H+K's client store users to place, reorder, or add parts to an exsiting order with just a few taps.
On the digital business optimization front, Icreon utilized advanced APIs to construct a seamless data exchange between the newly developed mobile apps and H+K's robust enterprise system. This step was critical, as it fostered an environment of interconnectedness that directly translated to streamlined operations. The integration simplified the ordering process, making it smoother and more efficient. In essence, it was the digital equivalent of greasing the gears, ensuring that all interal operations moved in harmony to enhance user experience. Regular maintenance and updates are carried out on these native apps, ensuring they remain up-to-date with the backend system and providing users with the best possible ordering experience.
The Result: Enhanced Customer Experience and Business Growth
The implementation of this solution brought significant improvements. Not only did it extend online ordering capabilities to all stores, but it also streamlined the ordering process, resulting in quicker and more efficient transactions. Introducing the omni-channel experience ensured customers could switch between devices seamlessly without loosing thier personalized experience. Since the implementation of the new solution, hundreds of thousands customers are now using smartphones and tablets for their online orders. This drove a 50% increase in online orders.