Royal Canin

Meeting multiple customer types with ecommerce

Royal Canin knew that providing a robust digital ecommerce platform was essential to supporting their referral and online direct sale business and ultimately growing their business. They had a custom ecommerce solution, but the current business was flat and the customer experience needed an overhaul.

Royal Canin’s multiple customer types had diverse needs, models, and wants. Royal Canin needed to find a solution that would scale to their business and meet the diverse needs. From the beginning, Royal Canin’s goal was to make their ecommerce website extremely customer friendly. They needed a platform that was able to handle the complexities of B2B like complex pricing, integration with their CMS, multiple promotion capabilities, diagnostic-based selling options and a host of other robust B2B commerce requirements.

The Episerver B2B Commerce Cloud platform met many of Royal Canin’s requirements right out-of-the-box. It was able to manage flexible pricing and individual customer types and needs. Royal Canin achieved 49% growth on the platform itself with a 54% increase in orders one year after implementing Insite. Customer satisfaction is higher, CSRs are better enabled and Royal Canin is focused on continuous improvement of their eCommerce experience.

Backed by Episerver, Royal Canin is committed to transforming their business to accommodate their diverse customer base. Their efforts are focused on one core mission: to build a better future for all pets.