The company used k-eCommerce to run its online store. But the cumbersome user experience made buying online a hassle, and customers would call the sales reps to place their orders, which had to be manually entered into the ERP system. The heavy inbound lead flow from existing customers exacerbated the resource strain while impacting operational cost-efficiency.
That wasn’t the only frustration the company had with k-eCommerce. The platform needed a lot of custom development. Adding a feature was not only costly but also required a lengthy set-up process. It would take five days to obtain a scope for a small project, making it challenging to stay nimble in today’s marketplace. Furthermore, customer support was lacking, and the unresponsiveness was hindering the company’s ability to grow its business.