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eCommerce + Magento

B2B digital transformation

TIM SA is the biggest electro-technical goods distributor in Europe. The company has 25 years of experience on the market, and it’s been on the stock market for nearly 17 years. At this moment, TIM has over 170,000 products in warehouses.

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Service

eCommerce development

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Technology
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Scope

User experience design

Implementation

Maintenance

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Vertical

Distribution

01

Why were we asked to help?

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The goal of the project was to diversify the business and improve its efficiency. That means we had to expand their customer base with new industries and B2C clients, expand their product range, and add new product categories.

We started cooperating in 2011. First, we created a niche webshop with cables for B2C customers. In doing so, we were looking for the answers to two questions: Can TIM sell online in the context of product range, logistics, and customer support, and can we acquire new customer groups?

After affirmative answers to both of those questions, we were sure that we were ready to start this B2B project.

02

How did we tackle the tech?

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We were responsible for the entire digital transformation of TIM. This ranged from the analysis to the implementation and service level agreement (SLA). During the project we:

  • Conducted customer research, such as field research, competitors analysis, analytics review, surveys, benchmarking, trend analysis by examining industry reports, and contextual inquiry.

  • Created personas.

  • Designed the whole system, including workshops, prototyping with paper and interactive prototypes, mock-ups, user testing, and graphic design.

  • Chose Magento as the technology.

  • Enriched TIM.pl with B2B features like dynamic offers, expanded cart, etc.

  • Designed the omnichannel open architecture

  • Did the customer relationship management (CRM) system integration.

  • Made many improvements that affected scalability and performance.

  • Conducted functional, integration, safety, and performance tests.

  • Provided an SLA.

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"To accomplish our goals associated with diversification of trade markets, we are implementing customer service strategy in many different sales channels. Customers, apart from the support of 30 departments and trade offices, have also been able to shop fully online in a high-class internet store since August 2013.

"Extra customer support for both online and offline sales is provided by a contact center. The introduction of eCommerce is not only a chance to reach a wider customer base. Currently, a large number of buyers appreciate the ability to access information about products on the internet regardless of the place of a final transaction."

Dawid Sadulski, Commerce Director at TIM

03

What did we achieve?

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Business results from 2011 to 2015:

  • Since 2011, when Divante and TIM started cooperating, an increase in sales through the online channel from 0% to 78%.

In 2016:

  • An increase in sales of 21% through the online channel in 2016 compared to 2015.
  • Almost €144 million revenue, including €100 million revenue from online channels.

Download "TIM: A full project case study"

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