When Bachman’s, the Minneapolis-based, 134-year-old national floral retailer, approached Four51, they weren’t new to the eCommerce game.
Bachman’s opened their online shopping experience in 1998 when they first launched Bachmans.com. They were dedicated to enabling their customers to shop and gather information about the company online since the turn of the century.
Over time, Bachman’s recognized that they needed to redevelop their Bachmans.com experience if they were going to keep up with today’s Amazon-age.
According to a survey conducted by Salesforce, 87% of shoppers begin their product searches online. But nearly half still prefer to buy in a physical location.
Despite the fact that the in-store shopping experience is still so important, retailers, like Bachman’s simply maintaining a convenient in-store service counter isn’t going to cut it. Preparing for the next wave of retail trends – things like voice search, eMarketplaces, and artificial intelligence (AI) – is top of mind.
Bachman’s was looking for something different – something they knew they needed, but thought wasn’t possible.
Bachman’s experienced technical issues with their existing platform’s functionality. They had customized an out-of-the-box eCommerce application so far that they couldn’t benefit from any of the upgrades the company was making to the technology. This led to a very slow system that impacted customers’ experience. They knew this was bad for their brand and was resulting in lost sales and wasted internal resources.
The team at Bachman’s also recognized they had a huge opportunity to future proof their eCommerce strategy. At the time, they only sold floral arrangements online but had so much more to offer – from gardening suppliers to outdoor furniture to gifts, and more. They needed the ability to expand their online offerings as their business continued to evolve.
Bachman’s was aware that their business and industry came with certain complexities that not all software providers could solve. First, Bachman’s sells perishable goods and custom/made-to-order products that are complex and hard to manage digitally. They also sell products, as well as services, and need those available in the same catalog. Further, they sell direct to customers, but also to retailers, with their long standing relationship with Lunds & Byerlys grocery stores. And finally, their place in the floral industry requires them to accept orders from Teleflora, a wire service company. Complexities like these made it hard to find an out-of-the-box eCommerce solution that would enable them to face the future with confidence.
Bachman’s turned to Four51, a strategic partner that could help them navigate the Next wave of digital retail.
Today on Bachmans.com, customers can:
- Browse, shop, and order from Bachman’s expansive product catalog
- Learn from extensive resources, tips and tricks
- Join the Purple Perks loyalty program
- Select from a variety of shipping and delivery options, including same-day delivery
- And more.
The customer service team also has their own, personalized experience within the eCommerce application. They can assist customers and place delivery orders for them, as needed.
Their eCommerce application integrates seamlessly with Contentful, a headless Content Management System (CMS) system. Administrators manage the online experience through a custom administrative interface, designed to fit their specific needs.
Integrating Four51 OrderCloud with Contentful enables the Bachman’s team to decide and direct both the administrative experience and the customer facing eCommerce experience. This drives drastic efficiencies in their workflows. They are able to continue to adapt and evolve the content delivered to customers on Bachmans.com.
Within the first few months, Bachman’s saw their online sales grow. Page load times drastically improved and the overall user experience became easier to navigate. The customer service team saw improvement in morale as they started to see better customer feedback. A decrease in manual touches needed to process each order improved their profitability, as well.