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KV_Arvato Systems_Digital-Experience_Case Study_Evonik

New B2B Online Shop for Ecommerce Market in the U.K.

Evonik Performance Materials GmbH

Global Ecommerce Strategy

ArvatoSystems_Kunde_Evonik_M02b_M02c_M11-Bild-rechts-links

Evonik was looking to set up a new B2B online shop in the United Kingdom for its PLEXIGLAS® products. The company turned to Arvato Systems for support in its endeavor.

Customer Benefits

Customers always have an overview of all relevant information thanks to an optimized user experience
Arvato Systems supported Evonik's promotion of the online shop for the public launch
Arvato Systems optimized the online shop based on customer feedback and behavior

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Major building blocks of the future strategy include greater customer service and direct sales through eCommerce. Arvato Systems supports us in this process as an experienced partner.

Evonik

Project Overview

Background Situation

Companies in the United Kingdom have been purchasing acrylic products almost exclusively through retailers. Evonik wanted to strengthen its PLEXIGLAS® brand in the U.K. market by becoming the first manufacturer to supply its customers directly. To achieve this, the company needed to set up a new B2B online shop, and the competition and customer requirements had to be carefully analyzed in advance. Together with Arvato Systems, Evonik has prepared its entry into the U.K. market by means of conventional market research. Both quantitative and qualitative methods were used to comprehensively analyze the B2B market for acrylic products and the customer needs of buyers in the U.K.

Vision

Evonik was looking for an attractive online shop to market its PLEXIGLAS® products, one that is precisely tailored to the needs of buyers in the U.K., offering them an optimal customer experience. In this manner, the company wants to expand its direct online business as a sales channel and roll it out to other European countries. Customer feedback and the insights gained with Web analytics tools on customer behavior formed the basis in the process of further developing the online shop and optimizing the customer experience.

Solution

Building on the findings from the market research, Arvato Systems developed a design concept for the new online shop and implemented it with the OXID eShop Enterprise Edition software. The IT specialist used the agile project management method. Applying the principle of "minimum viable product", Arvato Systems started by equipping the online shop with basic functionalities. A small, select group of U.K. customers tested the online shop in a four-month private launch phase. For the public launch, Arvato Systems supported Evonik's promotion of the online shop by providing visual concept design and creative expertise.

Figures, Data, Facts

Agile Project Management
Further development of the "minimum viable product", applying the findings of market research and Web analytics.
Logistics Concept
The PLEXIGLAS® sheets need to be shipped reliably to the United Kingdom within 72 hours.
Private-Launch
A small, select group of U.K. customers tested the online shop in a four-month private launch phase.

The Customer

Evonik Performance Materials GmbH is one of the world’s leading companies for specialty chemicals. The operating business is divided into three manufacturing segments: Nutrition & Care, Resource Efficiency, and Performance Materials. The company generated sales of €14.4 billion in 2017, with more than 36,000 employees in over 100 countries. 

Further Information

Would you like more information about this project? 

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Your Contact for Digital Experience Solutions

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Christian Hasewinkel
Expert for Customer Experience