{"id":60411,"date":"2023-06-02T14:26:25","date_gmt":"2023-06-02T12:26:25","guid":{"rendered":"https:\/\/intellias.com\/?p=60411"},"modified":"2024-01-09T14:37:44","modified_gmt":"2024-01-09T13:37:44","slug":"improving-the-ecommerce-user-experience-with-a-new-customer-oriented-order-and-return-system","status":"publish","type":"post","link":"https:\/\/intellias.com\/improving-ecommerce-user-experience-with-new-customer-oriented-order-and-return-system\/","title":{"rendered":"Improving the eCommerce User Experience with a New Customer-Oriented Order and Return System"},"content":{"rendered":"
An award-winning British plumbing and heating company that owns nine successful businesses with 4,500+ employees across 350+ branches and sites around the UK and Ireland decided to invest in innovation. Their order management system was outdated, and they needed a new solution to replace it.<\/p>\n <\/div> \n <\/div>\n
The outdated order management system on the Hybris platform caused many challenges for our client. One of them was that offline orders and returns were not computerized and not visible in the system. This caused confusion among customer support service colleagues, as they could not keep track of offline orders and returns, and online order monitoring was time-consuming. Secondly, the existing system used legacy code which led to poor usability. This resulted in workflow disruptions, productivity losses, and the need for frequent staff training. Lastly, the existing system had limited capabilities for customization and improvements due to the high cost of development and long lead times for adding new features to the website. <\/p>\n
Our client needed to reduce development and maintenance costs for the platform while improving the customer experience. Technical professionals at Digitally Inspired, part of Intellias, helped them do it. <\/p>\n
Our main technical goal on this project was to move from a legacy platform to a modern operational data exchange platform. We needed to ensure the new platform was compatible with third-party systems which could streamline data integration. Apart from that, we had to meet the following objectives: <\/p>\n
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Our team of experts created a transparent, efficient, and scalable order management solution designed to fulfill customer needs. Having adopted the latest industry trends and best practices, we re-platformed the old website and migrated to the new system from the legacy one. <\/p>\n
The new order management system has enhanced usability. Consolidated order information is monitored in the portal. The solution has advanced search and filtering capabilities along with an outstanding UI\/UX. It can track returns progress online and is a single place to monitor both online and offline orders and returns. Moreover, customers are supported in their eCommerce journey because data for their orders is now displayed directly in their personal accounts. <\/p>\n