Our client is a US-based manufacturer and distributor of housewares and beauty products across multiple brands and websites in both the US and European markets. They faced severe challenges using Magento as their B2C e-commerce engine and Oracle EBS for order and inventory management. They were looking for a more robust, user-friendly B2C e-commerce platform to offer a personalized experience to their customers. HCLTech elevated the transformation journey by delivering a stellar platform with the support of our strategic partner, Adobe.
The Challenge
Inability to meet rising customer expectations
Our client faced a high volume of backorders as real-time inventory visibility, including ATP (available to promise) and ATR (vverage true range), didn't exist. The challenges they were facing included:
- Confusion distinguishing between B2B and B2C orders
- Numerous pain points associated with core commerce, implying significant scope for improvement
- Figuring out the capability gaps within the B2C e-commerce implementation
- The backend support system, like order management and order fulfillment, also demanded significant consideration
The Objective
Adobe-enabled e-commerce transformation for a better customer experience
Our client was exploring the end-to-end B2C e-commerce landscape, including the backend systems, to identify growth opportunities in engaging customers. They wanted to probe into client-stated pain points related to order management, inventory visibility and user experience. They also wanted to analyze the existing implementation and provide recommendations for enhancing the B2C experience to support current and future needs.
The Solution
Systems upgrade and cloud migration
HCLTech drove the transformation by identifying and analyzing over 70 customer pain points across different categories. The next step was to prioritize these issues according to the business’ needs. Post detailed analysis, HCLTech shared recommendations at three different levels:
- Two strategic recommendations for transformation
- Technical short-term quick wins
- Process-related recommendations
After providing suggestions, HCLTech designed future state architecture aligned with business capabilities to draw a clear picture of the IT system for the ever-changing business goals. In addition, a comprehensive roadmap to upgrade Magento to V2.4 and migrate from on-premises to AWS was provided. Finally, headless commerce was recommended as the solution to offer customers an innovative, best-in-class omnichannel experience. With headless e-commerce, our client could offer customers highly differentiated and unique experiences across channels.
The Impact
Journey to a seamless omnichannel experience
With HCLTech and Adobe's collaborated transformation, our client could offer a seamless omnichannel experience by meeting the customers wherever they wanted, however they wanted. The new e-commerce platform reduced customer pain points through a frictionless, smooth upgrade. HCLTech helped our client deliver better customer experiences through modern and enhanced capabilities.
