Staples makes it easy for online customers and becomes a more flexible and successful business.
Published on: 30-Aug-2007
"By giving us the means to create an innovative, more customer centric
buying experience, the IBM solution is helping us deliver more value to
customers, which has helped us increase their satisfaction and loyalty."
- Pete Howard, Senior Vice President, Staples Business Delivery
Business-to-Consumer, Database Management, Enabling Business Flexibility, Innovation that matters, Service Oriented Architecture, Transforming Business
Overview
With 2006 sales of $18.2 billion, Staples serves consumers and businesses ranging from home-based businesses to Fortune 500 companies in 22 countries throughout North and South America, Europe and Asia. Staples Business Delivery is a unified selling channel that combines Staples.com and Staples' catalog business.
Business need:
With its online channel a critical part of its growth strategy, Staples needed a commerce platform that would support and fuel its online business growth—not constrain it. Staples needed more flexibility to pursue creative, customer-centric business strategies.
Solution:
Teaming with IBM to deploy a powerful and flexible online commerce platform, Staples leveraged it to create a series of groundbreaking services on Staples.com that have set a new standard for delivering customer value.
Benefits:
• 60 percent increase in online conversion rate
• Increase in customer satisfaction
• 30 percent increase in peak transaction volume with no adverse impact on performance or reliability
