Bossard: Customer-oriented B2B platform for e-Commerce

Merkle is developing a new e-Commerce solution with a uniform customer experience.

At a glance

  1. 01The challengeNumerous systems and too little customer focus
  2. 02Our approachCustomer Centricity and unique Customer Experience
  3. 03The resultCustomer-centric B2B platform
  • Sector

    • Industry
  • Disciplines

    • Strategy & Consulting
    • Conception
    • User Experience & Design
    • Technical Implementation
    • Maintenance / Operational Support / Project Management (Agile Workflow)
  • Year

    • 2018 – 2021
  • Tech Stack

    • SAP Customer Experience
    • SAP Commerce Cloud V2
  • Services

    • Commerce
    • Operations
    • Digital Strategy
Bossard Mitarbeiter ein technisches Instrument

The challenge

The Swiss Bossard Holding AG is an internationally active company for connection technology. Another focus is on the promising area of smart factory logistics.

Until now, however, the company used eleven different platforms. This was accompanied by many more interfaces, designs and complementary systems. 

The users each need different log-in data. Access is complicated and the online presence is inconsistent. Bossard urgently needed a new e-Commerce solution with a seamless customer journey.

Our approach

Merkle Strategy Approach

In several workshops, we analyse Bossard's starting position, their business requirements and the needs of B2B customers.

Customer Centricity

Based on the results of the analysis, we create a concept with a customer focus. We visualise this using prototypes.

Consistent user experience

The new B2B portal acts as a digital extension of Bossard's brand promise of "Proven Productivity".

Global, multilingual, responsive

Bossard's responsive online shop combines 23 countries and 11 languages.

E-commerce with a unified customer journey

Perfectly integrated: CMS & Commerce

Bossard's modern B2B platform combines two systems to create a seamless customer journey: 

  • We use SAP Commerce Cloud for the online shop. This solution provides a flexible, scalable system architecture for e-commerce. 
  • Sitecore serves us as a smart CMS. We use it to make various informative content available to users - for example press releases, technical data or facts about the manufacture of Bossard products.

The customers are the focus of the innovative platform. The smooth transition between CMS and e-commerce facilitates their navigation. Thanks to the intuitive design, users can find the right products for them. They can view their purchase history or order even faster via a scan app.

Persönliche Bereich myBossard auf Bossard Website

SAP Commerce Cloud

Together with Bossard, we are developing the new B2B platform including e-commerce solution based on the SAP Commerce Cloud. The new platform fulfils all the desired requirements of a professional online shop. Additional added value is created by the many customer-specific B2B features –for example, customer-specific prices and graduated prices, 3D visualisations and the storage of own article numbers.

Bossard Referenz

Order faster with the scan app

New order? With the Bossard Scan app, this will be even quicker in future: customers simply scan the barcode of the desired product using their smartphone. They can then access the ordering and payment process either directly via the app or the PC. In this way, the app makes shopping a much more pleasant experience.

Unique e-commerce solution for the B2B sector

The relaunch transforms the online shop from a complicated system to a uniform e-commerce experience. The new platform scores with many features: 

  • 3D data of the products
  • personalised product portfolios 
  • cross-national credit card payment possible
  • Express order entry
  • Ordering as a guest

Bossard expects a significant increase in e-commerce sales thanks to improved usability. Together with Bossard, Merkle is developing the B2B platform further in the long term: for example, the online shop will be linked directly to the Bossard users' ERP so that ordering is even faster.

Nicolas Imhof, Project Manager E-Business at Bossard
"Merkle stood by us throughout the entire process with great technical expertise in the field of e-Commerce and advised us competently so that we could make the right decisions. What we particularly appreciate about the cooperation is the communication as well as the B2B-specific consulting competence and e-Commerce know-how with which Merkle implemented the project. With our new online shop, we are taking a big leap towards a customer-oriented platform with a unique look and feel."
Bossard Referenz

More success stories

We advise and support you in making your e-commerce solution successful in a customer-oriented way.

Your contacts at Merkle: Tobias Hollritt for Switzerland, David Haunold for Austria and Benjamin Quitter for Germany