Reinforcing the Plumbing Industry with an Innovative Digital Approach
Plumbers Co-op, a trusted Australian supplier, has been a cornerstone in providing plumbing supplies, tools, and equipment nationwide. With decades of expertise, they serve both industry professionals and individual customers, offering a vast range of high-quality plumbing products.
Recognizing the growing demand for online solutions, Plumbers Co-op set out to build a dedicated digital platform - one that delivers distinct and tailored experiences for its B2B and B2C audiences. The platform needed to streamline product discovery, order fulfillment, and inventory management, all while ensuring a seamless and high performance experience for customers.
To bring this vision to life, Plumbers Co-op partnered with Krish to build a completely new solution from the ground up using Adobe Commerce Cloud with a robust multisite architecture to cater to both customer groups. The team streamlined operations for real-time order tracking, efficient product discovery, and revamped the site for faster performance and a seamless, responsive experience. This collaboration provided a scalable, future-ready system that enhanced engagement across both B2B and B2C channels.
“The idea is that flowing water never goes stale, so just keep on flowing.”
Challenges
- The absence of a digital platform, hindering the ability to offer a seamless and consistent delivery experience.
- Customer inconvenience due to limited flexible options for order pick-ups.
- Lack of an efficient and user-friendly search feature allowing customers to quickly find products with accuracy.
- Recommend products based on customer preferences and browsing behaviour, with minimal admin intervention.
- Need for seamless integration with ERP for efficient online and offline order management.
Solution
Krish adopted a customer-first approach by implementing the lightweight, high-performance Hyvä theme. With this, the team ensured fast load times and seamless navigation for both B2B and B2C webstores. To offer greater convenience, the team integrated Click & Collect feature, providing customers with a flexible pickup option and streamlining order fulfillment. We also incorporated Algolia search to enable real-time, accurate product discovery for an efficient search experience. To further enhance personalization, team Krish leveraged Adobe Sensei to power tailored product recommendations.
The successful and seamless integration of MyFramework as an ERP system enabled efficient management of product data. It also ensured that B2B customers can view both their online and offline orders in dedicated sections for easy access. Additionally, the offline orders feature includes a reorder option, allowing users to place new orders based on previous offline purchases quickly. This comprehensive solution aligned with Plumbers Co-op’s objectives, ensuring operational efficiency, scalability, and more personalized services for both B2B and B2C customers.
The Strategy
The primary objective was to craft a seamless and efficient digital experience for both B2B and B2C customers. To bring this to life, we initiated solution discovery sessions to fully understand the specific requirements. These discussions allowed us to explore the entire customer journey, from browsing and purchasing products to payment methods and shipping rates.
The strategy focused on creating a robust, scalable solution that could support Plumbers Co-op's extensive product range while streamlining operations. The decision to implement Adobe Commerce Cloud as the core platform provided the necessary flexibility for future growth, enabling the delivery of personalized and tailored experiences to both customer segments.
A key focus was on the integration of the ERP system, treating it as the single source of truth and ensuring its various endpoints are effectively aligned with the platform. Additionally, the strategy emphasized a user-centric approach to design, ensuring that both browsing and purchasing journeys were intuitive and efficient.
Technology
Mobile First Design
Client Speaks
"Krish has truly redefined our digital experience. The speed and functionality of our website have exceeded our expectations, and our customers love the new interface. Their team’s expertise and dedication to excellence are unmatched, making this collaboration a resounding success."
Results
Krish successfully launched the Plumbers Co-op B2B and B2C webstores on the Adobe Commerce Cloud platform. The implementation resulted in significant improvements across key performance areas. With page loading speeds under 3 seconds, users now enjoy a smooth and reliable experience. Both B2B and B2C customers experienced a seamless and quick registration and buying journey, reducing friction and enhancing usability. Additionally, processing times were reduced by 20–22%, streamlining operations and boosting efficiency. These advancements led to higher customer satisfaction, engagement, and ultimately, increased conversions.
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