Claygate Distribution's B2B Customer Journey to Modernization

Claygate handles a variety of pricing structures from different manufacturers and suppliers. Finding the sweet spot between competitiveness and profitability is crucial for keeping customers happy and coming back for more.

Crafting personalized agreements based on purchase volumes and product types helps Claygate build strong partnerships. They make these agreements easily accessible on their web store, fostering transparency and trust.

Efficiently handling order confirmation and approval processes across different customer tiers is no small task. Claygate’s ability to streamline workflows directly impacts their ability to deliver orders on time and keep customers satisfied.

Despite operating from a single warehouse, Claygate faces the challenge of meeting diverse shipping preferences and managing complex delivery schedules. Overcoming these challenges ensures seamless order fulfillment and timely deliveries.

Claygate excels at managing products with multiple attributes, such as color variations or size options. Clear presentation of product attributes simplifies the selection process for customers, making their shopping experience hassle-free.

Optimizing inventory levels while minimizing carrying costs is key to Claygate’s success. Effective inventory management ensures products are always available when needed and helps prevent stockouts, keeping customers satisfied.

Claygate prioritizes delivering a seamless shopping experience on its web store. With an extensive array of 10,000 products, they offer user-friendly navigation, detailed product information, and accessible technical sheets. These features empower customers to make well-informed decisions during their shopping journey.

Claygate has witnessed a surge in web accounts, signaling a positive return on investment. With the launch of a new homepage featuring diverse promotions, the reliance on email campaigns has notably decreased.

Conversion rates have seen a notable uptick, accompanied by a significant increase in average order value. The average order value has soared by 70% with an additional increase of over $100 per order.

The transition to Sana Commerce has resulted in a 67% reduction in phone inquiries to the sales team, leading to a more efficient allocation of resources. Notably, the stock inquiry rate has witnessed a significant decrease, contributing to streamlined operations and reduced total cost of ownership.

With a target of achieving £900,000  revenue by the end of 2024, Claygate aims to further propel its growth trajectory. With a current monthly count at 600k, they are confident that they will achieve their annual goal and reach the coveted milestone of 1 million revenue.

The integration of Sana Pay has streamlined the payment process for Claygate, making it easier for customers to complete transactions. Recognizing the growing trend among customers to avoid negative impacts on their credit scores, Claygate has shifted from traditional “payment on account” methods to offering the option to pay directly via SCC. This adaptation not only aligns with stricter credit score rules but also enhances user experience through a seamless ERP integration. The simplicity of the one-click payment system has been particularly well-received, contributing to a smoother and more efficient checkout process.