Website secures new customers and revenue boost for retailer

Challenge

Creating an exceptional online experience

Online furniture retailing is a challenging business, from warehousing to logistics, holding product, and getting product to customers on time. Plus, customers have even higher expectations for a seamless experience when spending at higher price points.

Industry West wanted to tackle this challenge by transforming its online presence. Interactivity, speed, searchability, discoverability, and ease of use were all essential requirements for the growing online retailer.

Solution

Analysis, evaluation, and activation

After a detailed needs analysis based on experience design principles, Rightpoint determined that an app-like experience would be the best fit. Embedded in-browser as progressive web apps (PWAs), the new website would be powered by the Magento Commerce stack, which supports other Industry West properties.

For the PWA technology, Rightpoint guided Industry West through an evaluation of three vendors and selected ScandiPWA. This solution didn't require extensive changes to existing infrastructure, which was a risk factor for other PWA solutions.

When the evaluation step was complete, Rightpoint worked closely with Industry West to develop an online experience that puts the needs of customers first.

Impact

More customers and more money

When the website launched, the results were astounding. Within four days, Industry West saw greater customer engagement and secured $500,000 in revenue.

A viral marketing campaign also contributed to the website's success – 72% of customers visiting the website were new customers. Additionally, average order value (AOV) increased and conversion rate improved by 3.29%.

As Industry West continues to grow, its website is ready to grow with it.

Learn more about how Rightpoint, a Genpact company, transforms customer and employee experiences.