STIHL has revolutionised its click-and-collect service by integrating its Magento 2 website with 83 dealer point-of-sale systems, thanks to a close collaboration with Convergence, significantly improving stock visibility and customer experience.
“Without Convergence, this wouldn’t have been possible”
“Without Convergence, this wouldn’t have been possible,” says Nikki Egene, STIHL’s eCommerce Manager. Highlighting the complexity of managing multiple independent systems and how the integration Convergence delivered streamlined operations, enhanced stock accuracy and provides a faster, more reliable service to customers.
The Problem: Disjointed Systems and Inefficient Fulfilment
Before the integration, STIHL faced a significant challenge in managing its inventory across numerous retail locations. The lack of visibility into dealer inventory meant that every click-and-collect order had to be fulfilled from the head office warehouse, leading to unnecessary shipping costs, delays, and inefficiencies.
Customers ordering online had no clear indication of whether an item was available at their local store, resulting in a frustrating experience. This lack of real-time stock synchronisation hindered STIHL’s ability to offer a truly responsive and customer-friendly click-and-collect service.
The Solution: A Robust eCommerce Integration
Convergence delivered an integration solution that connected STIHL’s Magento 2 website directly with each dealer’s point-of-sale and inventory system, as well as the head office ERP. This enabled real-time stock updates, ensuring customers could see whether an item was available at their preferred store before placing an order.
“When we first started this project, we knew what the end result should be but we didn’t know 100% how to get there,” says Egene. Working closely with Convergence, STIHL was able to develop a solution that not only met their original goals but exceeded expectations. The integration ensured that store stock data was accurately reflected online, reducing the reliance on central warehouse fulfilment.
The Benefits: Faster Service and Cost Savings
The impact of this integration has been profound, delivering two key benefits:
- Cost Savings
- Operational Efficiency
By fulfilling click-and-collect orders from local stores whenever stock is available, STIHL has reduced the strain on its central warehouse. This has led to lower logistics costs and improved efficiency in stock management.
Enhanced Customer Experience
Customers can now check stock availability at their nearest store before making a purchase, reducing uncertainty and wait times. The goal is to offer a seamless one-hour pickup service when an item is in stock, a significant improvement from previous wait times.
Flexible and Scalable eCommerce Operations
The integration has provided STIHL with a scalable solution that can accommodate future growth and additional system enhancements. The improved connectivity between sales channels ensures a more agile and adaptable eCommerce strategy.
Advice for Businesses Considering Integration
For companies looking to improve their eCommerce operations, STIHL’s experience offers valuable insights:
1. Clearly define the end goal but remain flexible in execution
As Egene points out, STIHL had a vision for the project but relied on Convergence’s expertise and creativity to refine and implement the best possible solution.
2. Work with experienced integration specialists
Technical challenges are inevitable and having knowledgeable partners who can problem-solve in real time is crucial. “Convergence brought great ideas to the table and enabled us to provide a better solution than we initially thought possible,” says Egene.
3. Test thoroughly and adapt
Even with careful planning, unexpected issues will arise during implementation. A strong testing phase and a responsive development team ensure a smooth rollout.
STIHL’s successful integration with Convergence highlights the transformative power of effective eCommerce integration solutions. For businesses looking to optimise their digital operations, investing in the right integration partner can unlock significant efficiency gains and elevate customer satisfaction.
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