The challenge
Taylor’s & Company had issues with their old website’s performance and speed and had been receiving reports on different issues from their customers regarding the shopping experience on the old website. These issues may have been caused by the theme that was built by the previous development agency. They decided to work with Binary Anvil to build a new website from the ground up so that they can be guided during the process on how to maintain and cultivate a good ecommerce site. Their goal was better overall site performance and a quality shopping experience for their loyal customers.
- Website redesign
- Shipping Restrictions for federal, state, county & city
- Customer ID management system
- Automated user verification
- Order queuing based on ID requirements
- Enhanced Current Catalog Architecture
- ERP Integration with Sage
- Multiple Websites Set-up
Approach
Taylor’s & Company wanted to outperform their competitors with a new and improved eCommerce website. Binary Anvil worked closely with Taylor’s & Company to understand their business and extend Adobe Commerce to exceed their expectations.
01
With the rise of multiple devices that can access online stores, the website should be responsive and easy to use on all platforms. It should also be lightweight and reflective of the new age design style making it more appealing to the end-users.
02
Make the new platform adhere to federal, state, county and city regulations based on shipping restrictions that eliminate almost 100% of manual effort resulting in improved accuracy and efficiency.
03
Utilize Adobe Commerce’s native functionality to provide Taylor’s & Company with an easier management system, enhancing their online marketing capabilities by leveraging Adobe Commerce’s native widgets and dynamic segmentation.
04
Streamline their fulfilment process by implementing customized rule engines that vastly alleviate their overloaded CSR's while improving efficiency and customer satisfaction.
05
Ensure that the product catalog is best in class by having a granular architecture that can assist customers with their shopping experience. At the same time, allowing the administrators to easily segment products for promotions which leads to significant increase in conversion rates.
What we did
01 Custom UI/UX
Redesigned the website to reflect the brand's identity and to significantly improve user experience and keep it up to date with today's design standards and customer experience expectations. Binary Anvil incorporated the responsive web design (RWD) approach to keep the website's usability levels consistent and seamless across multiple devices regardless if it’s desktop, tablet, or phone.
02 FEDERAL, STATE, COUNTY & CITY RESTRICTIVE SHIPPING
A structured rule engine that can dynamically restrict customers that desire to ship products to forbidden areas during checkout. This considers corresponding state, county and/or city sanctioned shipping regulations. The shipping restrictions are managed in Adobe Commerce system.
03 CUSTOMER IDENTIFICATION MANAGEMENT SYSTEM
Customers can upload, submit, and manage their ID requirements through their My Account dashboard for verification so that their orders will be processed seamlessly on their next order. These requirements depend on the state the customer is in. It also allows them to see the verification statuses of each of them after submission (e.g., pending, approved, denied, expired).
04 DYNAMIC LOCATION-SPECIFIC RULES ENGINE FOR ID REQUIREMENTS
Implemented shipping restrictions during checkout based on the customer’s intended shipping address. The requirements depend on the state and notify the customer which verification requirements are needed for them for Taylors to process the order. The customer is still allowed to checkout, but their orders will be put on hold after they provide sufficient identification documents. The rules that dictate the requirements for each US state can be managed in the admin through a custom rules engine that Binary Anvil developed to accommodate several shipping restrictions and ID requirements across several US states depending on the law.
05 REQUIREMENTS-BASED ORDER QUEUING
Developed a queuing system for orders that require identification verification documents that were submitted by the customers but are pending for approval from Taylors. All customers that have been approved will no longer have their future orders put on hold unless they change addresses, or when their documents expire.
06 IMPROVED CATALOG ARCHITECTURE
Provided a more detailed catalog architecture that vastly improves customer shopping experience. We also streamlined the product attributes and categorization for ease and accessibility. We also configured the products in an efficient way that can handle bulk orders with dynamic discounts using tier pricing.
07 INTEGRATED CONTACT FORM & TICKETING SYSTEM
Integrated all contact form inquiries to automatically create a corresponding support ticket through Zendesk. This provides the customer service department with a better communication platform for back-and-forth inquiries and questions with customers.
08 ERP INTEGRATION
Integrated Adobe Commerce with Sage ERP to sync sales order fulfillments, custom invoicing, catalog inventory, and customer management.
09 MULTIPLE WEBSITES SET-UP
Utilized Adobe Commerce’s native multiple websites capability to build Taylor’s B2C and B2B websites.
Integrations / Technological partners
Adobe Commerce offers continuous delivery of cloud-based services, giving you the benefit of instant access to the latest software version, infrastructure improvements and functionality. Use out-of-the-box tools, integration environments, and optimized performance for the front and back ends to ensure your store is always running.
MailChimp is an all-in-one marketing platform that helps in managing clients, customers, and other interested parties.
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Avalara is a software for tax compliance. When integrated with Adobe Commerce, it allows for correct tax calculation during checkout. As an added feature, it can also validate shipping addresses for customers to prevent shipping destination issues during order fulfillment.