Enhanced customer service across all channels
Until about five years ago, Isero had a web shop on outdated technology. For example, the site was not responsive and looked old-fashioned. By now, the company has a fully-fledged e-commerce platform in place that meets the highest customer demands. “It doesn’t matter where our customers enter or leave the customer journey, as long as they find what they need”, explains Suzanne Bussman-van Es Isero’s take on digitalization.
Isero is the most specialized hardware wholesaler and service provider for construction professionals in the Benelux region. Back in 1826, Isero arose from cooperation between
various companies, including Gerritse Ijzerwaren, Breur Ceintuurbaan, Van der Winkel, Pijnenburg Building and Industry, Scholte & de Vries-Estoppey, Gunters and Meuser, and
Freke Burglary Protection. In Isero the forces are literally bundled for customers to benefit from huge experience. The growth of recent years goes hand in hand with a solid digital strategy and an intelligent omnichannel concept.
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branches
Isero is a fast growing company with 62 branches in the Netherlands.
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products online
The company specializes in hinges and locks, tools, hardware and fasteners, work clothing and personal protection equipment.
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million euros turnover
More than 800 service-oriented employees generate a turnover of around 176 million euros.
The challenge
- Replace the existing web shop by a fully-fledged e-commerce platform
- Map the entire customer journey
- Increase customer satisfaction and customer loyalty
The result
- Intershop Commerce Solution on Azure – highly scalable and seamlessly integrated into Isero’s IT structure
- Omnichannel approach: optimal customer journey and comfortable accessibility of the shop via fully integrated touchpoints
- Digital customer portal: improved customer service thanks to self-service options and extended services
"In addition, we have the customer portal with which we offer all kinds of services to our customers. (...) The site, as well as the app that runs on the same platform, are increasingly becoming an extension of our services. In this way, we help the customer to order reliably and save time."
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