Industry: B2B eCommerce – Office & Industrial Supplies
eCommerce Platform: Custom
Site Search: SOLR
from site search
grew by 40% in
GREW SITE SEARCH
REVENUE BY 40% WITH
ibSupply.com is a leading online office and industrial supplier operated by ibMilwaukee.
They are a national manufacturer, supplier and distributor utilizing innovative technologies to empower
a passionate and diverse workforce, many of whom are legally blind or visually impaired.
With ibSupply.com’s fast expanding catalog, managing site search internally had become a difficult problem to solve. “It was frustrating to see that consumers were not able to find the products they are looking for” says Harley Thomas Senior Director of Corporate and Digital Marketing.
Unbxd’s Automated Visual Autosuggest, Customized SKU Search, and Dynamic Filters solves the search problem for ibSupply.com. Now customers can find products on the website quickly and easily.
Improved customer experience on the site has dramatically increased conversion rates and revenue.
Before Unbxd, ibSupply hired an expert to manage the search platform on SOLR. However, continuing to work with SOLR meant a great deal of manual configuration by the fulltime dedicated resource, and months of programming to get any material results. That is where Unbxd came in.
B2B eCommerce sites can no longer get away with just online processing added on to their basic utilitarian print catalogs. A great customer experience is extremely important. Understanding B2B buying behavior plays a crucial role in achieving this.
“Unbxd not only understood the technology, but also got the business part of it. They looked at things from a B2B perspective and not just a B2C perspective” recalls Harley, on evaluating vendors in the space and choosing Unbxd.
There are challenges unique to B2B eCommerce that Unbxd solves for ibSupply.com.
Making repeat buying incredibly easy
A significant proportion of customers on ibSupply.com are repeat buyers of the same basket of products. Reducing the time it takes to place these repeat orders is crucial. Unbxd enabled ibSupply.com shoppers with an easy to use ability to search by part numbers, to quickly find the exact products they needed. Part number searches also brings up Intelligent Visual Autocomplete, which allows shoppers to go directly to the product page or even add to cart, without needing to go to a search results page.
Shoppers looking for products with specific compliance requirements are directly able to narrow down to compliant products (AbilityOne, Green, TAA, GSA, etc.) with relevant filters on the search results pages.
Helping new shoppers buy products quickly
In Harley’s own words, “as ibSupply.com’s catalog grew, we needed site search to scale and meet the needs of shoppers”. Unbxd’s Advanced Contextual Search understands the intent of shoppers and connects them to the right set of products. This is a huge technological leap from the common text-match search that many websites rely on, which often returns irrelevant results. ibSupply.com is optimized for multiple query types. Unbxd’s built-in synonym corpus and machine learning spell check also ensures that the site is error tolerant and accommodates a wide range of searches, without the need to manually add synonyms for stemmed words or spelling errors.
B2B buyers who shop across a variety of categories tend to find product specifications too technical, which makes it hard to differentiate and choose the right products. Unbxd solves for this by triggering Dynamic Search Filters on the fly, so shoppers can intuitively drill down with the most popular product attributes, to the products they need. These filters are completely customized for different products and categories.
With advanced automated search capability in place, optimization of search experience was the natural next step. Unbxd Merchandising Workbench enables the ibSupply.com team to create and optimize dynamic landing pages for specific search queries. It also helps them apply business rules to search results without IT assistance, which directly contributes to growth in revenue.
I don’t look at Unbxd as just a technology platform. It’s a
partnership to develop my business, which ultimately means
we’re meeting our customers’ needs better and faster.
This partnership helps us focus on our core business.