Groupe RicherWhen e-commerce is far from standard!
Client: Groupe Richer
Project: Customized e-commerce platform
Link: https://groupericher.com/
Overview
After facing challenges with its e-commerce strategy, Groupe Richer decided to rebuild its website and e-commerce platform in collaboration with Ciao. Through this business partnership, Groupe Richer successfully expanded its online offering to both individual customers and landscapers, while also integrating a point-of-sale system for in-store transactions and connecting the platform to its inventory management and accounting software. The partnership, combined with the collaboration and innovation of both teams, resulted in tailored solutions that addressed the company’s complex business needs.
Context and goal
Groupe Richer, a third-generation family business, has been Québec's leading producer of cultivated turf and landscaping products since 1962. Groupe Richer sells to both homeowners and landscapers.
Groupe Richer began accepting orders on its website in 2017, but without transactional capabilities. “The motivation behind this decision was to reduce the workload for customer service clerks,” explained Michèle de Repentigny, Marketing Director. The seasonal nature of landscaping products mean sales spike during the summer. “We couldn't justify hiring the staff needed to handle the increased demand for just three to four months a year.”
During the COVID crisis in 2020, full transactional capabilities were implemented. “We felt that placing an order on a website but then having to wait for a call to provide credit card details to complete the transaction made for a poor customer experience,” said Michèle. “For landscapers with accounts who don't pay by credit card, our new platform sped up the process.”
The solution
The e-commerce system developed by Ciao in partnership with Groupe Richer keeps the focus on adapting to the customer's complex business reality:
- Online sales to private customers, with payment by credit cards;
- Sales to landscapers online, but with different payment arrangements, discounts and terms of business;
- Wide variety of products sold in different formats: by volume, by pallet, by linear foot, by row, by dozen, etc. Each product has its own configuration;
- Inventory management in Groupe Richer's various branches;
- Delivery management based on branch location.
Groupe Richer, despite its complex business rules, was able to count on the Ciao team, which took the time to fully understand its reality, validate its choices, and be proactive in recommending solutions.
Today, Groupe Richer offers an online and in-branch customer experience that matches its ambitions!
- A modern, high-performance website;
- A customized online store that lets you buy everything you need as a homeowner or landscaper;
- An in-branch point-of-sale system optimized for smooth service.
Testimony:
Challenges
For Groupe Richer, choosing the right business partner for its e-commerce was the key to success. With Ciao, Groupe Richer worked with experienced, creative people who provided innovative solutions.
From a technical perspective, the challenges of system integration were encountered on three levels:
- Data exchange with existing systems: Ensure secure, efficient integration between e-commerce site and accounting software.
- Optimize page loading times: maintain fast loading times despite the large volume of images to be displayed.
- Integrate the complexity of Groupe Richer's business rules: integrate billing-related rules for different types of customers, while keeping the user experience consistent.
Chosen approach
To ensure the success of this project, Ciao adopted an Agile SCRUM approach, emphasizing active client involvement throughout the development process. Every feature was tested and validated by Groupe Richer.
Each major delivery included at least the following phases.
- Taking customer needs into account;
- Groupe Richer's approval of the functionality, design and business rules to be implemented;
- Development and quality control by Ciao;
- Acceptance tests by Groupe Richer;
- Go live;
- Corrections and improvements at the customer's request.
Impact on the company
For Groupe Richer, it's not just about the web!
- Improve the customer experience by implementing intuitive, responsive interfaces;
- Improve employee experience with point-of-sale and management interfaces;
- Increase online sales by optimizing the site to stimulate conversions and boost sales;
- Automate sales and delivery processes by integrating a multi-channel sales system and other technology tools;
- Cost control: With automation and e-commerce, Groupe Richer can increase its transaction volume without having to recruit extra employees.
- Innovation: Savings generated thanks to automation enabled Groupe Richer to invest time and effort in more creative initiatives with high-added value for the company.
Technical details
For Groupe Richer, Ciao developed:
- A sales-driven website;
- A customized e-commerce platform;
- Payment system integration;
- In-branch point-of-sale system integration;
- Branch inventory system integration;
- Automated billing;
- Management of discounts and personalized sales terms
Technologies used:
- Languages: ReactJS, JavaScript, TypeScript, SQL
- Frameworks: nextJS, Contentful, ReactJS, Node
- Infrastructure : Google Cloud
- Datebase : SQL
- External services : Postmark, Twilio, Stripe, Nuvei payments, Addio Commerce API, Mailchimp