Waterstones is the UK’s leading high street book retailer. Their revitalised bricks and mortar business is built on a deep love of books where an army of passionate and knowledgable booksellers create a unique in-store experience. They truly are the expert book retailer.
With such a strong focus on improving the customer experience in their shops, Waterstones came to us with a challenge to create an online presence that supported their strong culture and values and deliver a modern and agile ecommerce platform that supports the evolution of the business.
After conducting a detailed audit of their existing systems, integrated services and third party suppliers we were able to design a bespoke solution that would interface with core legacy systems, remove the reliance on certain licensed solutions and focus the budgets on impacting the customer experience first and foremost.
Built on OpenSource technologies, we have delivered a bespoke ecommerce platform with a modern, responsive front-end using the latest HTML5 and CSS3 techniques.
We worked hand-in-hand with the Waterstones development team to integrate with existing fulfilment and finance systems as well as working with their existing suppliers on payment, loyalty and eCRM.
The most immediate and tangible results have already been seen internally at Watersones with the removal of a number of costly licensed services and platforms.
In addition, the management systems delivered have vastly improved the workflows for the ecommerce and content team who are now able to publish new items to the site within seconds and surface timely content and products in a far more agile way.
It is still early days for the customer facing website but the initial results are encouraging with conversion rates up several points, an even sharper increase in mobile and tablet conversions and site performance and SEO scores jumping dramatically in the first weeks.
We will be watching these stats with Waterstones over the coming weeks and months as we continue to work in partnership with their ecommerce team to roll-out a program of features and enhancements.