A 7.5× increase in self-serve.
George T. Sanders (GTS) built its name on trust and relationships at the counter across 17 locations in Colorado and Wyoming. As customer expectations moved online, it needed a digital experience that kept up without losing that personal service.
Outdated technology and limited agility
The old eCommerce platform was static and couldn't adapt to customers' changing needs. It couldn't handle basics like personalized product catalogs or promotions.
Product data also couldn't be managed independently of the ERP, so online product information was often inaccurate and insufficient, which frustrated and confused customers.
"We needed something more agile, more modern- something that would meet, if not exceed, our customers' expectations."
Optimizely Configured Commerce, tailored to contractors
After an extensive selection process, GTS chose Configured Commerce for the flexibility to build a user-friendly site around what contractors need. Layer One's ongoing expertise has played a critical role in getting the most from the platform.
"It's given our customers faith we're not stuck in the 20th century. Optimizely gives us the control we didn't have before. We can manage product data, run promotions, and choose how to display information to our customers. The level of customization available on the platform is a game changer."
Before
- A static, outdated platform
- No personalized catalogs or promotions
- Product data tied to the ERP
- Some tasks only available at the counter
With Configured Commerce
- Customers choose their preferred location
- Real-time stock availability
- More efficient ordering and better catalog management
- Invoice payments completed online
Customers handling more on their own
Customers using self-service
- Self-service took off. GTS saw a 7.5x increase in customers using self-service capabilities.
- Adoption kept growing. Customer adoption has increased by 60% since the first year on the platform.
- Teams freed up. Internal teams have a lighter workload and can focus on more complex customer needs.
- What's next. GTS plans to keep refining the customer journey with Optimizely's personalization features, including personalized promotions and tailored experiences.
"Layer One is more than just a vendor—they are our strategic partner. They understand our challenges, those of our industry, and help craft solutions that truly meet the needs of our customers."