Polyflor achieves enhanced user experience and streamlined operations through comprehensive digital transformation
Client overview
Polyflor is renowned for its high-quality floor coverings, catering to both commercial and residential clients. Established in 1915, Polyflor has built a strong reputation by providing a customer-focused service across various sectors, including healthcare, education, and retail. Committed to socially and environmentally responsible production, the company delivers innovative flooring solutions backed by exceptional craftsmanship.
The challenge
Polyflor aimed to expand their client base in the UK while laying the groundwork for international growth. However, they faced complications due to a fragmented brand identity and disparate digital assets across their extensive network of websites.
Key challenges included determining whether to merge their commercial and residential flooring websites, ensuring that international users could easily access and understand their product offerings, optimising the existing purchase journey for different customer types and improving efficiency in product management and fulfilment processes.
To address these challenges, we initiated an in-depth discovery and definition project with the Polyflor team, aiming to define a comprehensive digital solution that would enhance their user experience and support their growth objectives.
Key challenges included determining whether to merge their commercial and residential flooring websites, ensuring that international users could easily access and understand their product offerings, optimising the existing purchase journey for different customer types and improving efficiency in product management and fulfilment processes.
To address these challenges, we initiated an in-depth discovery and definition project with the Polyflor team, aiming to define a comprehensive digital solution that would enhance their user experience and support their growth objectives.
The approach
To address the needs of Polyflor, we built a strategic plan that focused on creating a cohesive and efficient platform. The approach consisted of several key components, each aimed at streamlining operations and improving user engagement.
This comprehensive approach was designed to not only enhance the user experience but also establish a robust digital infrastructure that supports Polyflor's growth ambitions and adaptability in the marketplace.
This comprehensive approach was designed to not only enhance the user experience but also establish a robust digital infrastructure that supports Polyflor's growth ambitions and adaptability in the marketplace.
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Discovery and onsite training:
Understanding the core of Polyflor’s business was crucial. Our team participated in onsite training at one of their warehouses, immersing ourselves in their operations and product offerings by learning directly from their experts. This insight provided a strong foundation for the subsequent phases of the project. -
Unified framework development:
We developed a bespoke Umbraco framework that standardised branding across all affiliated websites. This framework ensured consistency in design and functionality, reinforcing Polyflor’s brand identity while streamlining the website development process. -
Modular approach and template creation:
Adopting a modular approach allowed us to create a customisable module library within Umbraco. This setup facilitated efficient website customisation in alignment with Polyflor’s corporate ethos while accommodating individual market needs. -
Integration of Product Information Management (PIM):
We implemented Akeneo, an industry-leading PIM system, to enhance product management. This centralised platform enables Polyflor’s product managers to control pricing, imagery, and specifications from one system, improving operational efficiency and ensuring accurate product details. -
Two-tiered sample ordering process:
Recognising the distinct needs of different customer groups, we created two separate pathways within the merged platform. 'Power users' were directed towards a streamlined ordering experience, while new customers were guided through a more informative purchasing journey. This tailored approach enhanced the overall user experience. -
External integration:
The integration of Roomvo visualisation tools within the site enables customers to visualise how products will look in their own spaces, enriching the decision-making process and increasing the likelihood of sample orders.
The results
Polyflor's digital transformation has led to significant improvements, reflected in the following outcomes. Overall, these efforts have positioned Polyflor for scalable growth and long-term success in the competitive flooring industry.
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Enhanced user experience:
A cohesive platform now caters to diverse audience needs by merging commercial and residential websites. -
Improved operational efficiency:
Integration of the Akeneo PIM system streamlined product management, ensuring accuracy and consistency across all listings. -
Cost-effective multisite management:
A multisite setup facilitates an efficient rollout and centralised management across various global markets. -
Tailored sample ordering paths:
Two-tiered ordering systems designed for both 'power users' and new customers have significantly improved user satisfaction. -
Enriched decision-making:
External integrations, such as the Roomvo visualisation tool, enhance the user experience by aiding informed purchasing decisions. -
Increased consistency and efficiency:
Content-sharing functionality has improved consistency across multiple sites, streamlining content management processes.
