A NEW IBM 7 PLATFORM GIVES SLIGRO THE TOOLS TO OFFER AN OPTIMAL CUSTOMER JOURNEY.

Sligro is a wholesaler of food services with over 700,000 customers varying from catering industry players and SME’s to wholesalers.

With customer satisfaction a number one priority, Sligro is increasingly viewing the customer journey under a lens. And the aim of Sligro is to become an inspiring partner within that customer journey: to be the innovator, the inspirator and the authority. To achieve that, transparency and a custom, personal ecommerce environment is needed in order to make sure the customer directly proceeds to the next stage of the customer journey: making a transaction.

To achieve this, Sligro was looking for a smaller partner from the Netherlands; not just an integrator, but an ecommerce expert. They were looking for an organisation with an enthusiastic and flexible attitude, and with several years of experience in ecommerce. Having proven itself as a highly reputable partner with deep ecommerce knowledge, ultimately Eperium was selected because of its experience in the food & grocery sector and its ability to give clear guidance on retail and investment.

The main goal of the project was to replace an older and out-dated website for a new, personalised, scalable and transparent ecommerce environment. The complete customer journey had to proceed smoothly, with all items in the web shop, until distribution, completely covered by the Sligro Food Group. The ultimate goal was for Sligro to be regarded as the number one shop in food retail.

In 2015 Eperium started to replace the former ordering system ‘Slimis’ with the current IBM Websphere Commerce version 7. This new IBM platform offers several existing features which have been rebuilt to custom made features. Also completely new features have been added to the platform. Because of these changes the customer is now the number one focus and served optimally throughout the complete customer journey. As a result Sligro has achieved, to date, annual turnover with an average of 1 billion euro.

This new ecommerce environment on IBM Websphere enables Sligro to set up their own B2B environment including its own rates, own rights and assortments and influence based on the users' insights. In short, a personalised ecommerce environment is created based on the customer segmentation and order lists.

We are now on the verge of a very important release which enables the first 1000 customers to place an order into the new webshop of Sligro.

To date, there has been 100% delivery whereby the collaboration between both Eperium and Sligro increasingly resembles a partnership. In this partnership Eperium, now a Salmon company, also appreciates the interests at a commercial level, and shows each day that they have the knowledge on both commercial and technical implementation level.

The ultimate goal in this case is to give all customers of Sligro access to the website. By showing the capability of the new platform Sligro made several different strategic decisions in the course of the project. As a result, a complex ecommerce platform in IBM Websphere has been built including 80% custom made features and only 20% standard features. By adding these custom made features, the new ecommerce platform is now able to achieve a peak moment of 1250 users who are simultaneously visiting the website. One of the next steps is to create a business plan which leads to the further development of the omnichannel concept in 2020.

The customer focus of Eperium and their professional and agile approach in consultancy transformed our relationship into a true partnership in which Eperium, now a Salmon company, inspires and advises on a commercial level.

Erik van der Pasch

Manager CRM & E-Business at Sligro

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