×

Elevating the digital customer experience

Guided selling for a leading retailer

Angular

Java

GCP

Case Study Overview

This case study explores the challenge faced by a prominent American multinational home improvement retailer in online shopping experience. Customers struggled to identify all the necessary components for a complete project, leading to frustration and lost sales.

Integriti, specializing in e-commerce solutions, partnered with the retailer to implement Guided Selling. This custom solution addressed major pain points.

Company Profile

A leading investment fund required a unified solution to integrate insights from multiple applications. Integriti’s team helped them develop an integrated cloud data and analytics solution with Microsoft Azure and Microsoft Power BI.

This initiative was aimed at implementing a finance data strategy and reducing manual analysis. The solution now serves as a blueprint for scaling across the enterprise, aiding a finance transformation towards data-driven decision-making at all organizational levels. 

In today's competitive retail landscape, a seamless online shopping experience is no longer a luxury, it's a necessity. This was the challenge faced by our client: a leading home improvement retailer. While their physical stores are well-established, their online shopping experience presented challenges for customers tackling DIY projects. This resulted in frustration, abandoned carts, and ultimately, lost sales.

Missed Opportunities in the Digital Aisle

Our client's online shopping experience presented several pain points for DIY enthusiasts:

  • Incomplete Project Visualization: Customers often purchased individual items without a clear understanding of what else they needed to complete a project. This led to confusion, additional trips to the store, and a fragmented shopping journey.

  • Limited Product Compatibility Information: Compatibility details for certain products, like faucets and sinks, were not readily available online. This forced customers to spend time researching, hindering the buying process.

  • Time-Consuming Search for Missing Pieces: Identifying all the necessary components for a project could be a time-consuming task. Customers might miss crucial elements, leading to project delays.

  • High Cart Abandonment Rate: The cumulative effect of these pain points contributed to a high cart abandonment rate, especially in project-related categories. Customers simply gave up due to the complexity of the online purchase journey.

Challenges

The Solution: Guided Selling

Experts at Integriti implemented Guided Selling, a custom e-commerce solution designed to replicate the feel of an in-person customer experience. Leveraging data analytics and user experience (UX) best practices, Guided Selling offers

Enhanced Product Configurability

Customers gained the ability to customize specific products to their precise needs by answering a quick questionnaire. For example, pre-cut lumber could be ordered with exact dimensions, eliminating the need for in-store cutting and saving valuable project time.

Project-Based Selling

Guided Selling intelligently presented related products as a unified solution. When a customer selected a faucet, the system automatically recommended compatible sinks, hoses, and other essential components. This provided a clear picture of everything needed to complete the project, fostering informed purchasing decisions.

Complete Project Visibility

The platform displayed all necessary project items in one convenient location. Customers could easily add everything to their cart with a single click, streamlining the buying process.

Curated Shopping Journey

Based on the chosen project, Guided Selling offered personalized recommendations and helpful guidance throughout the online shopping experience. This empowered customers to make confident decisions.

API Integration

Our solution seamlessly integrated with the existing e-commerce platform through secure APIs, ensuring a smooth user experience without disrupting established workflows.

Real-Time Inventory Management

Guided Selling leveraged real-time inventory data to display accurate product availability and prevent customer frustration due to out-of-stock items. This data driven approach also helps store associates better assist in-store customers.

Dynamic Content Delivery

The system dynamically presented relevant product information and recommendations based on user behavior and project selection, creating a personalized shopping experience.

Results: Integriti Provided a Win-Win Solution for the Retailer and DIY Enthusiasts

Double-digit increase in online sales for project-related products.

Reduced cart abandonment rate for project categories.

Improved customer satisfaction scores for project planning and purchasing.

Increased efficiency for in-store associates, allowing more personalized service.

USPs in Action

Integriti’s Unique Strengths

Transparency
Credibility
Competitive pricing
Dedicated team

Played a pivotal role in the project’s success

Testimonials

Efficient Shopping Experience

We have noticed a remarkable improvement in customer engagement. Shoppers now navigate our products with ease and make informed decisions.

Retail Project Manager

Boost in Online Sales

Integriti’s Guided Selling solution has transformed our online project sales. We've seen a significant increase in customer satisfaction. Customers can now confidently tackle projects thanks to the clear online experience.

Sales Manager

Have a tech vision?

Let us bring it to life

White Arrow

Minneapolis

7760 France Ave South
Suite 1100 Bloomington,
MN 55435

Toronto

2 Robert Speck Parkway
Suite 750 Mississauga,
Ontario L4Z 1H8, Canada

Mexico

Paseo de la Reforma 284
Mexico City, Mexico 06600