Services
Commerce Cloud, Magento 2, B2C, B2B, Rescue, Support, UX, Multiple Custom Integrations
About Triton Showers
Triton Showers is the UK market leader in the electric showers sector with an impressive statistic of 1 in every 2 showers in the UK being a Triton. Whilst strong relationships with trade partners and the major DIY retail players continue to flourish, the demand for direct interaction with the brand continues to follow the profile of many other market-leading brands.
So, Triton instructed Deploy to create a new store and implement continuous improvement to ensure the highest level of customer service and satisfaction in the process.
The Challenge
Whilst Triton’s retail partner network provided much exposure to the Triton brand, a revamp to functionality and user experience was needed to make it easier for customers to purchase products directly from Triton where appropriate.
Buying a shower can come with many considerations, so delivering key information clearly would be important. And further to the sale of showers, it was also important to incorporate strong customer service features as the store would still be a destination for non-purchasing visits.
And importantly, it wouldn’t just be Triton customers that would be visiting. A strong relationship with tradespeople who are integral to Triton’s business would be regular visitors too, which was a factor to consider.
Our Solution
We started with a thorough scoping exercise, to better understand the core requirements and to provide a forum for ideas on functionality and UX. We then wireframed, conceptualised and tested the proposed user experiences, ultimately settling on three distinct stores with dedicated and appropriate content for the consumer, trade and specifier markets.
What followed was the launch on the Adobe Commerce platform, which saw consumers faced with a more intuitive browsing and buying experience to easily find the shower that was right for them and their home circumstances. Online registration functionality was added, allowing Triton to move away from paper registrations. A Supply and Fit service was implemented giving customers a quick and hassle-free path to having a Triton Shower fitted. Followed by an extended warranty functionality giving another revenue stream to the online channel, whilst making it easier for customers to gain peace of mind with their purchases.
Results
The changes were immediate and impactful:
- Faster Website: Load times were cut down by 40%, leading to a much better user experience
- Increased Conversions: Up by 32%
- Order Value: Rose by 26%
- Increase In Product Registrations: Giving Triton a clearer view of their customer base
- Addition Revenue Streams: From Supply and Fit Service and Extended Warranty
- Year-on-Year Growth: Ultimately leading to 56% growth in year one
Conclusion
Working with Triton has been, and continues to be, a fantastic opportunity for Deploy to demonstrate an ability to listen to challenges and goals, analyse what the data is telling us, and come up with initiatives that work in the real world.