Trigano, the European Distributor Transforms Customer Experience With OroCommerce
Sales in B2B
Trigano’s business is divided into two distinct parts: leisure vehicles which represents 91.5% of turnover and leisure equipment which represents 8.5% of turnover. Customers who buy their vehicles can either equip, enrich, or improve them, so it’s important to offer customers equipment adapted and matched to their vehicles.
Aware of the increasingly important role of eCommerce in the B2B sector, Trigano has been dedicated to digitization for years. As a start, they set up a home grown online portal that was developed in-house that would allow their dealers to order vehicles online, which they will then sell directly to dealerships. As they began to grow, they realized that they needed a new, modern platform to take their business to the next level.
As business grew, it became very apparent that their functionalities were no longer suitable and it was necessary to migrate to a more efficient platform more suited to B2B. They decided to begin their replatforming project with two subsidiaries: Euro Accessories and CMC Distribution. Each business offers more or less the same accessories and the same services, but they each have their own customers.
eCommerce Manager at Trigano
Trigano selected OroCommerce as their new B2B eCommerce platform. With OroCommerce, Trigano’s primary objective was to facilitate and streamline the purchasing process for customers.
With OroCommerce, Trigano was able to implement a digitized RMA integration that allows customers to effectively notify their potential merchandise returns, thus providing a more fluid and faster response to customer requests.
In addition, when a customer is identified on the site, they now have a completely personalized offer as well as adapted prices provided by the ERP through a web service. This allows them to save a considerable amount of time and to know exactly the amount of their orders.
The two sites are now technically more efficient and responsive. Enough to improve the customer experience, but also to promote autonomy and leave them a positive and pleasant feeling.
Trigano also implemented:
- quick ordering
- live inventory
- live pricing
On the internal side, Trigano has prioritized efficiency by automating the entire purchasing process, from order taking to delivery. For future goals, Trigano plans on utilizing workflows to digitize a large number of low value-added tasks and, thus, free up more time for the teams.
Since the B2B websites for Euro Accessories and CMC distribution went online, Trigano’s eCommerce project has evolved a lot in 2022, with the launch of three new sites.
Two B2C sites which are Accessories Technicians and Pro Accessories, followed by a B2B site for the Rulquin subsidiary specializing in trailer equipment. Trigano’s eCommerce project is expected to continue to evolve in 2023, with the opening of other sites for other group subsidiaries.