Customer Story
Heritage Parts
Heritage Parts increased the CSAT by 25% by enhancing the ticketing system
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About
Heritage Parts
Heritage Parts is one of the most reliable sources for genuine OEM foodservice replacement parts. They keep your commercial kitchen running efficiently, reliably & safely.
The Challenge
They wanted to improve the performance of their eCommerce application and enhance the customer experience. There was a need to strengthen customer care with a new ticketing system. Also, the users should be able to move cart contents across accounts.
The Solution
The cart and order functionality was enhanced to handle multiple carts and multiple orders. SAP Integration was done with customised behaviour for synchronous/Asynchronous calls, and a PCM workflow was created. New customer service cockpit/backoffice created for complex ticketing system and customer requirements. Did SAP integration for customers, prices, stocks & orders and ensured that the users could fetch real-time prices and inventory during the order.
The Benefits
Improved User experience by 15% by allowing users to have multiple carts and place multiple orders simultaneously. Improved performance by reducing image rendering time by 50%. Increased CSAT by ~25% by enhancing the ticketing system.
