Plieger transforms with SAP Commerce Cloud for an optimal customer experience
Solutions
Offer all your customers a clear and personalised shopping experience through every touch point – both online and offline.
Really get to know your customer and use the power of actual insights to recognise sales opportunities immediately.
Provide your customers with personal service during the entire customer journey and always keep your promises.
Drive conversions, order frequency and order value through the power of personalized omni-channel campaigns.
Our services
We believe in successful projects and even more in successful customers. The implementation of SAP software must take place within the lead time, scope and budget. But does this also mean that your organisation will automatically be more successful?
The success of an SAP Customer Experience implementation will be clear only after the Go-live moment. That is why we think it is important to continue supporting organisations, also after your Go-live.
Customer since
2006
"The new webshop and app are a big first step in our digital transformation"
The first step of a digital transformation
Digitization has an increasingly important role in contact with business customers. To be able to optimally serve the business customer online, the Plieger Group launched a brand-new app and webshop. The new platform is based on SAP Commerce Cloud and was designed and built together with digital agency Dept and SAP specialist Acorel.
About Plieger
Plieger is a wholesale company specialized in sanitary, heating, installation, air and ventilation and electricity with more than 150,000 items in its product range. The customers are mainly installation companies. In addition, Plieger is familiar to consumers with its own Plieger brand, which is the third largest sanitary brand in the Netherlands. Consumers can visit the twenty Plieger showrooms throughout the country, after which an installer helps them with the installation of the bathroom or kitchen.
The relationship with the customer
“Close contact with the customer has always been very important to us, and now even more so,” says Jeroen Heydendael, Manager Marketing & eCommerce at Plieger. For example, installers for materials throughout the country can contact more than sixty physical Plieger Express locations. “We are the installer’s warehouse. And with our own trucks and drivers, we deliver all products in just a day after ordering.”
Future-proof webshop with SAP Commerce Cloud
Business customers also expect this service orientation from Plieger online. The online experience must match the experience they have as a consumer with a webshop. Jeroen Heydendael: “However, our old webshop did not meet the current needs of installers and we did not support them optimally during their work and on the road. Although the old webshop was used a lot, we did not see a promising future with it.”
To take steps in the field of digitization, Plieger engaged in a digital strategic partnership with Dept. The collaboration resulted in a brand new B2B app and a webshop for the two own brands Plieger and ThermoNoord. “The new webshop and app are a big first step in our digital transformation.”
An optimal user experience
The webshop and app are based on SAP Commerce Cloud and implemented in close collaboration with Acorel. “Dept is particularly helpful in the areas of strategy, user experience and design, with Acorel translating these into the technical SAP Commerce Cloud solution.”
For example, repeat orders can now be placed faster via the webshop with ‘order history’. Also, the search function has been greatly improved. With the quotation module, the installer immediately sees his past orders. Moreover, costs are easier to pass on to the customer. “An installer serves several customers and therefore has several projects running at the same time, but then he must also have access to several ‘shopping baskets’ in the webshop. We must unburden the installer so that he can focus on his core business.”
Because installers usually do not travel with a laptop, Plieger has also developed an app. “With the order app, they always have the warehouse in their pocket. This allows them to, for example, check current stocks and quickly order additional products by scanning a barcode of, for example, the products they have in their car.”
A foundation for the future
“The webshop and app serve as a digital foundation for the future. After the initial go-live, further development is carried out to better meet the needs of the installer at every touchpoint in the online and offline customer journey. This includes improving the search function, but also functions such as using the app for payments at the physical Plieger Express locations. Our focus is on a personal customer journey that is a combination of online and offline.”