Garrett Special Markets is a B2B channel for corporate gifting and special event ordering. The e-commerce site has transactions with national accounts and large customers who often purchase products in bulk with high customization needs. Garrett must support high volume order taking, custom quote to order processes, and quick fulfillment times that need to cope with 1600+ recipients being processed in a single order.

Business Challenges

  • Slow legacy systems that cannot handle large B2B purchasing scenarios.

  • Manual order taking utilizing countless hours of customer service representative (CSR) labor.

  • Fulfillment systems and ERP were unable to cope with the vast amount of order lines, leading to lost opportunity, customer service complaints, and long fulfillment times.

  • Customized tin design requires manual CSR intervention.

  • No self-service opportunity for national accounts and large business customers.

Online Order Processing Delivered 99% Faster

Xngage designed and implemented a scalable e-commerce application built on Insite Commerce and deployed on Microsoft Azure for elastic scalability. The system can process up to 2000 recipients, each with multiple order lines. All data is validated against UPS address validation services and the Insite product catalog to ensure smooth downstream processing of these high-volume B2B orders.

The Results

Reduced the time to upload and validate large quantities of recipient addresses from 8+ hours to approximately 90 seconds.

A streamlined catalog combined with the flexible bundle & kitting functionality of the e-commerce platform allows for effective modeling of flavor, tin-size, and design variations while producing effective search results for on-site search.

Harnessing native B2B-capabilities of the Insite platform, the Xngage team built differentiating scenarios & use cases to enable innovative interactions between buyers and sellers on the Garrett Special Markets portal resulting in huge efficiency gains and significantly increased sales.

Garrett Special Markets was awarded the B2B E-Commerce Player of the Year by the Internet Retailer Excellence Awards 2016.

Sales growth
Ship-To Destinations Per Order

The solutions Xngage designed to accommodate our problems were very good and with a thorough understanding of our issues. The large order/upload process was very easy and most users were able to complete without problems. In years past, the time to process large orders was also a big problem. Last year a customer with 1200 recipient addresses took over 8 hours to upload and validate. The process designed and implemented by Xngage took approximately 90 seconds.

Emily Lund Vice President of IT & eCommerce Operations Garrett Brands LLC

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