MSI CASE STUDY

Constructing a Modern B2B eCommerce Solution.
About
MSI

Client

MSI

Website

markserv.com

Category

eCommerce

Overview and Goals

MSI needed to replace an existing business process for order entry and management. To digitally transform their business, MSI sought to implement the following enhancements:

Improve Processes

Establish new business processes for order entry and order management, moving from manual entry to automated

Modernize Experience

Develop a B2B ecommerce website on the Episerver Content Management System to modernize the customer experience and streamline the purchasing process

Improve Customer Service

Build a custom Customer Service Representative (CSR) application for order entry leveraging legacy systems while integrating to the custom application to the new eCommerce website

Implementation
For years, MSI’s order management process relied on the manual assembly of an order via pen and paper, including a human-based price calculation. In today’s world, this process was obviously inefficient and couldn’t provide the best possible service for MSI’s clients. MSI chose BlueBolt to implement their new content and commerce solution on the Episerver CMS platform. BlueBolt engaged in an in-depth discovery process to establish business process flow, pricing rules, and product hierarchy definition (to standardize the process of ordering customized products). After the business rules were established, a user experience (UX) design process began to define the interface that would allow CSR’s to serve customers most efficiently.
The CSR application was built and integrated with MSI’s legacy ERP system. This allowed for CSR personnel to have the very latest information on the client and their orders and order history at the time that they were serving the customer. The new CSR solution was built in tandem with the development of a B2B e-commerce site and they were integrated together with the goal of the client staff being able to see changes/modifications made by MSI customer service in real time on the site so that they could approve the changes and move forward with the purchase in a timely manner.

Success!

The finished MSI website and Customer Service Representative (CSR) application are strong digital assets for the client to build upon for the future. The CSR portal provides a more streamlined process for order entry, order management, and provide order history that was not possible in the past. This allows for CSR personnel to react faster to customer concerns and questions and they can supply much more information in an easy-to-understand interface. The final ecommerce website has cleaner, more direct paths for purchase of standard products built upon the Episerver Content Management System and Ecommerce Platform.

Services Provided
  • User Experience & Functional Design
  • Custom Development
  • Systems Integration

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