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-SDL(LSE: SDL) today announced thatACES Direct, the leading B2B provider of IT products, software and solutions in the Netherlands, has selected SDLeCommerce Optimizationtechnology. As a core component of theDigital Experiencepillar in itsCustomer Experience Cloud (CXC), ACES Direct is using this solution to improve the entire shopping experience for its customers as well as its sales and marketing teams.
Founded at the turn of the millennium, ACES Direct helps 15,000 small businesses, non-profit organizations and re-sellers find solutions for their IT challenges in the areas of server, storage, software, cloud, network and printing. ACES Direct prides itself on its service-oriented approach, boasting a high customer satisfaction score of 8.2 (out of 10) with a goal to reach 9 by 2020.
With over a million products and 40,000 annual orders processed online, ACES Direct needed a new search and navigation solution that could quickly guide customers to the right products. After migrating from its custom-built search platform to a solution that was discontinued shortly after the investment, the Company needed an eCommerce solution to improve search functionality, usability and back-end customization without needing technical support.
The Company was also looking for a solution capable of handling multiple filters and pricing options for an extremely large catalog as well as the ability to deliver more relevant results to site visitors. With 30 percent of the business being generated through the website and a goal to grow this figure to 50 percent, ACES Direct reviewed several regional solutions before turning to SDL's eCommerce Optimization platform for its sophisticated performance, ease of use and ability to simply configure and customize its back-end to meet all sales and marketing needs.
'We're committed to ensuring the best customer experience possible for our online users, enabled through intuitive search, navigation and fast performance. We also want to establish our website as a trusted online portal for knowledge sharing among our customers,' said Sven van Boxtel, Commercial Manager at ACES Direct. 'As such, it was critical that we find a platform that from beginning to end could be completely controlled by us - not only by our technical team, but our marketers too.'
While still in the early stages of implementation, ACES Direct is already seeing time and cost saving efficiencies as well as improvements to the overall experience. Website pages are loading faster and the interface is notably more intuitive to use, boosting online orders and reducing pressure on sales staff. Also, the improved customer experience is heightening satisfaction levels, a crucial component of ACES Direct's business strategy.
'The guided search really helps our customers and the system is incredibly easy to use, which results in higher customer satisfaction. Our customers can find the products and solutions they are looking for quicker and more intuitively than before,' added van Boxtel.
'Organizations are not only looking for robust solutions that can meet current and future needs but also for a true partner that has the company's best interests at heart,' said Mark Lancaster, CEO and founder at SDL. 'This is equally important for us as we enjoy working with like-minded businesses that echo our mission to continuously look for ways to improve performance and usability for its customer base. We look forward to our continued work with ACES Direct to make its search and navigation functionality even more refined for its customers.'
The next stage for ACES Direct is to implement customized content search and personalized views based on customer profile needs. To learn more, view thevideo,case studyandblog.
All-round IT supplier ACES Direct helps large and small organizations achieve more success. ACES Direct helps customers solve business challenges using complete, integrated IT solutions in the form of hardware, software, services and knowledge. This ensures that organizations can focus entirely on their core business and employees can do their jobs faster, better and more efficiently. ACES Direct serves more than 15,000 customers annually. Because of continuous attention and strong partnerships, customers experience real added value. That's the personal click in IT. Learn more atwww.acesdirect.nl.
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