Diversey

Diversey aims to foster long-lasting customer relationships and recognizes that a solid, scalable e-commerce solution can help it achieve this goal. Sana Commerce’s out-of-the-box solution, complete with customizations to fit Diversey’s specific business processes, was the perfect choice for this global enterprise.

The solution

An easy-to-execute solution delivered on time (despite COVID-19 disruption)

Together, Diversey and Sana Commerce developed an e-commerce solution to roll out new web stores across Diversey’s European division. Before implementing Sana Commerce’s solution, Diversey had long used a custom ERP, which held customer-specific relationship data, to service its vast European region. The company knew that for its new e-commerce project to be a success, it would need an agile solution that could be implemented across multiple countries while drawing on custom ERP functionality specific to each country’s web store.
This resulted in:

Within a matter of months, the first Diversey web store was launched in Switzerland, with its next web store in France following closely behind. By the end of 2020, Sana Commerce launched nine web stores for Diversey. Despite implementation amidst a global pandemic, the deployment framework put in place at the start of the year ensured the project was a success for both Diversey and Sana Commerce.

The results

Improved user experience for customers and employees

Customer relationships are very important to Diversey. Sana Commerce improved user experience by keeping the same functionality from Diversey’s existing ERP and creating a more user-friendly web store. In fact, customers using the new web store more than doubled their order frequency, a clear indicator of the easier order process.

Within the first few months, Diversey’s customers also reported being much happier with the user-friendly and reliable service. The customer satisfaction rate to date is high, ranking 4.25 on a 5-point scale. On a related note, Diversey has also seen notable improvements in customer churn rate, which has been reduced by more than a quarter.

Diversey’s success can also be measured in terms of the desire to replicate these web stores across its European division. The first nine countries to implement the new e-commerce solution were met with such success that requests from Diversey’s remaining country divisions came pouring in. Now armed with a tried-and-true e-commerce solution, Diversey is positioned to launch 10 more web stores across Europe in 2021.

The future

Concluding thoughts and tips on moving your enterprise e-commerce project forward

It has only been a year since Diversey chose Sana Commerce as their e-commerce software provider. As they roll out web stores in 2021, Sana Commerce and Diversey continue to work closely together in order to strategize and plan accordingly for the remaining countries. The e-commerce success of 2020 is the template for continued success in 2021.

Final advice from Diversey’s Rob Hoogendijk, who oversaw the implementation of its new e-commerce solution across Europe:

“I would have loved to know how easy it was to implement the new platform from country to country. I wish we had thought further ahead in the early months. We were always chasing timelines and deadlines, and this came at the cost of taking a step back and thinking in a slightly broader perspective.”