Article
Enhancing customer experience through the creation of a new online ecosystem
Wednesday 6th of March 2024
The challenge.
Van Marcke is a highly regarded brand that specializes in plumbing and sanitary solutions. With a wealth of experience and expertise, they offer an extensive selection of top-quality products and services. Whether it’s residential or commercial projects, Van Marcke provides professional guidance, energy-efficient solutions, and eco-friendly options to meet customers’ diverse needs.
Van Marcke had different online platforms that did not connect to each other which meant:
• Data not being centralized
• All over the place customer experience
• Entities managed by different stakeholders and using different technology
Our mission & approach.
1. Define
We conducted research to understand the Van Marcke ecosystem, aligning their business needs with a better user journey. We utilized a Priority/Complexity matrix to set the agenda for this initiative.
2. Design
In this phase, we iterated in agile sprints to deliver the design of the websites.
3. Deliver
We implemented the designs as well as connected all entities through a common platform (Drupal).
Increase in revenue
%
Increase in monthly transactions
%
New account registrations
The Impact.
To sum up the Van Marcke project