How does Zemplin's customer-first approach extend beyond transactions?
ZEMPLÍN has been a trusted specialist in the wholesale of fastening materials since 1997. In 2005, they broadened their offerings to include solid fuel heating units and related accessories. The company caters to key clients and partners across various industries, including engineering, metallurgy, construction, electrical engineering, and automotive.
The idea of creating an online store had been on my mind for a long time, but every business has its specifics, and ours is no exception. We sell various commodities, each requiring a different approach, whether it's the customer base, sales channels, logistics, or marketing. We knew it would be challenging to translate all these complex mechanisms and processes from our company into an online environment. That’s why we weren’t just looking for a service provider, but a true partner who would understand our business and bring new suggestions and improvements.
When creating the online store for ZEMPLÍN, we set out to address the diverse needs of their target audiences, the unique product offerings, and the complex logistics processes at the heart of the business. Our mission was to deliver a robust platform that simplifies operations for ZEMPLÍN while offering a seamless, enjoyable shopping experience for customers. Our key priorities included:
We began by conducting a thorough analysis of market demands, customer expectations, and ZEMPLÍN’s unique business model. This groundwork enabled us to develop a strategy centered on customer satisfaction as the primary measure of success.
With a clear understanding of the target audience’s needs, we were able to lay out a precise implementation plan that addressed real challenges and delivered sustainable, long-term results.
Automation serves as the backbone of a seamless ecommerce experience, optimizing both customer interactions and internal workflows for maximum efficiency. By simplifying the purchasing process and streamlining key operations, ZEMPLÍN has achieved top-tier performance. Our comprehensive solution automates critical areas such as order management, pricing, and system integration. This not only speeds up the shopping experience for customers but also frees up the ZEMPLÍN team to focus on delivering expert consultation and enhanced services.
The client decided to streamline the ordering process with a request system, allowing customers to inquire about out-of-stock products directly through the online store. If a product isn’t available, the system enables customers to send a request, based on which the seller prepares a price quote. The customer can then complete the order through their account.
This automated process improves efficiency and reduces manual data entry, saving time for personalized consultations and customer support.
To enhance the online store, a robust pricing management system was introduced, providing customers with real-time access to personalized purchase prices, including recommended retail prices and any applicable discounts. The system also accommodates tax-exempt purchases, allowing VAT-registered customers to buy selected products with 0% VAT.
This tailored approach ensures greater transparency and fosters trust throughout the purchasing process.
For regular customers, features like custom codes for orders and direct order imports from internal systems have been introduced. These improvements help minimize errors and save time when handling repeat purchases, making the process smoother and more efficient.
By fully integrating the Helios information system, we removed the need for manual handling of delivery notes, invoices, and orders. This automation improves clarity, simplifies business operations, and ensures greater efficiency across the board, reducing the risk of human error and optimizing the overall commercial process.
Our partnership with ZEMPLÍN extends far beyond the initial development of a functional online store. Built on mutual trust and clear communication, this relationship has blossomed into a long-term collaboration. Together, we continually explore new opportunities to refine their business model and foster company growth.
Our unwavering focus on a customer-first, personalized approach has been instrumental in achieving sustained success and ensuring the long-term satisfaction of ZEMPLÍN and their clients.
One of our main goals is customer orientation and building long-term relationships. We didn’t just want to create an online store, but to offer our customers something more. We wanted to stand out from the competition and create a platform that is smart, innovative, and intuitive. The feedback we’ve received shows that we are achieving this goal. Customer satisfaction is the best indicator that we made the right decision to partner with bart. We look forward to further collaboration, mutual inspiration, and continued progress.
