Supercharging a Global Ecommerce Platform for a Leading Jewelry Brand
Introducing advanced features and platform enhancements that impress customers and deliver actionable results.
Quick Insights
Client
The client is one of the most renowned international brands of jewelry, known for its luxury designs and great experiences for customers. Its ecommerce platform is central to its global operations, serving millions of users worldwide across different regions.
Client Need
The client wanted to uplift their ecommerce platform to match changing customer expectations and foster business growth. They were looking at enhancing user experience, handling the rise in traffic, and making sure that the system could scale with future needs. Additionally, while expanding into new markets, the client needed support for launching and managing new websites catering to different regions.
To simplify operations and reduce costs, the customer sought a solution that would standardize the payment process across all platforms, simplifying management while being flexible enough to support future growth.
Solutions
The customer’s ecommerce platform supports diversified catalogs of luxury products, offering various delivery and payment methods and personalized customer journeys. Our team used the expertise in SAP Commerce Cloud (Hybris) ecommerce development to expand these capabilities.
We ensured seamless operations at all levels, from advanced search to error-free order processing. It also meant that multi-market support and outstanding customer experience development were delivered to audiences.
Key Features
Challenges
Limited wishlist capabilities
The original wishlist feature didn’t allow users to include products with attributes, such as size, which posed a problem for products like rings. Our team went ahead to enhance the wishlist feature, allowing users to select sizes.
This enhancement not only improved the user experience but generated over €20,000 in additional annual revenue, boosting user convenience and encouraging conversions.
Loyalty program issues
The original loyalty program design didn’t provide customers with the ability to manage their benefits: any change in preferences or bonus management had to be handled through customer support.
We added self-service capabilities, allowing users to update preferences and manage rewards on their own. The enhancement reduced strain on the support teams and increased customer satisfaction, giving them more control over their accounts.
Performance bottlenecks
Previously, the content-heavy pages, especially those packed with multimedia, were underperforming in terms of load times, hurting both user retention and conversions. To overcome this issue and speed up page loading, our team leveraged the lazy loading technique. This approach ensured that content was loaded only when users interacted with it, resulting in a 5-12% improvement in page load times.
High API costs
Relying heavily on Google APIs for Maps, Places, and Geocoding, the customer faced escalating costs due to the resource-intensive nature of these services. To address this, our team helped to investigate alternative tools that could deliver the required functionality while staying within budget.
After identifying the optimal solutions, we seamlessly migrated to them, ensuring all location-based features, e.g. store finder, remained fully functional while reducing operational costs.
Tax policy specifics
When the Malaysian government updated its tax laws, introducing an additional tax for orders exceeding a certain amount, the client initially absorbed the costs themselves. To eliminate the financial losses, our team collaborated closely with the client’s specialists to develop a solution that shifted the tax responsibility to end-users from the region.
We implemented a feature that automatically adds the tax to the order total and created a notification system to ensure users are informed about the tax and payment details along the customer journey. This approach not only protected the client from financial strain but also maintained a transparent user experience.
Outdated data that reduces efficiency
The platform struggled to manage years of historical orders, which slowed down even the simplest database requests. Search operations became slow, and back-office tools were losing their efficiency, turning routine tasks into time-consuming chores.
To tackle this, our team built detailed reports to pinpoint which orders and returns could be archived based on validity and retention rules. We then implemented a smart archiving solution that moved outdated records to a separate archive and deleted data past its retention period.
The results were immediate: faster searches and smoother navigation for back-office users, and a more scalable database structure ready to handle future growth.
Ship-from-store delivery errors
Customers who wanted to use the “ship-from-store” option, especially for same-day delivery, were often running into an annoying problem. They went through the entire checkout process only to find out that this delivery method wasn’t available at that moment.
Our team handled this by reworking the business process and implementing an early validation step at the beginning of the checkout to verify the delivery availability. Now, customers know immediately whether their selected delivery option is available, and the entire purchase process is smoother and frustration-free.
Results
