TIM SA is the biggest electro-technical goods distributor in Europe. The company has 25 years of experience on the market and it’s been on stock market for nearly 17 years. At this moment, TIM has over 170,000 products in warehouses.
The goal of the project was business diversification and improving effectiveness. That means we had to expand their customer base (new industries, B2C clients), expand their product range and add new product categories.
We started cooperating in 2011. First, we created a niche webshop with cables for B2C customers. In doing so, we were looking for the answers to two questions: 1) can TIM sell online (in the context of product range, logistics and customer support), 2) can we acquire new customer groups? After two yeses we were sure that we were ready to start that B2B project.
We were responsible for the whole digital transformation of TIM - from the analysis to the implementation and SLA. During the project we:
conducted customer research (field research, competitors analysis, analytics review, surveys, benchmarking and trend analysis, industry reports etc., contextual enquiry)
designed the whole system (workshops, prototyping - paper and interactive prototypes - mock-ups, user testing, graphic design)
chose Magento as the technology
enriched TIM.pl with B2B features i.e. dynamic offer, expanded cart
designed the Omnichannel Open Architecture
did the CRM integration
made many improvements that affected scalability and performance
conducted functional, integration, safety and performance tests
BUSINESS RESULTS 2011-2015:
increase in sales through the online channel from 0% to 78% (since Divante and TIM started cooperation in 2011)
21% increase in sales through the online channel in 2016 (compared to 2015)
almost 144,000,000 EUR revenue (including 100,000,000 EUR revenue from online channels)
To accomplish our goals associated with diversification of trade markets, we are implementing customer service strategy in many different sales channels. Customers, apart from the support of 30 Departments and Trade Offices, have been also able to shop fully online in a high-class internet store since August 2013. Extra customer support for both online and offline sales is provided by Contact Center.have decided to diversify sales channels. The introduction of eCommerce is not only a chance to reach a wider customer base. Nowadays, a large number of buyers appreciate the ability to access information about products on the Internet, regardless of the place of final transaction.