How Tucker French Transformed B2B eCommerce with Experlogix
Tucker French is a trusted Plumbing and Heating Merchant with 7 branches and showrooms across London and the Home Counties. They are known for their wide product range and exceptional customer service. By focusing on trade professionals and businesses, Tucker French delivers tailored solutions that make procurement simple and efficient.
The Challenge
Previously, Tucker French faced several hurdles that slowed down operations and impacted customer experience. These included:
- A bespoke B2B eCommerce platform that was difficult to maintain
- Complex ordering needs such as kits, budgets, and approval workflows
- Customer-specific catalogue downloads
- Integration issues with SAP Business One
- Customers needing to order directly from procurement systems
As a result, efficiency suffered, and scaling the business became challenging.
The Solution
To overcome these challenges, Tucker French implemented Intact ERP integrated with Experlogix eCommerce solutions. This strategic move delivered a fully connected digital experience. Here is what they introduced:
- WebShop and Pocketshop for ERP-integrated B2B eCommerce
- Replaced a non-integrated catalogue site with a seamless platform
- Added Smart Pack functionality:
- Real-time stock visibility by branch
- Split orders for delivery and collection
- Partial fulfilment options for flexibility
- Integrated Klaviyo for personalised marketing campaigns
- Delivery optimisation by postcode and distance
- Launched SOS Delivery for urgent, time-critical orders
- Integrated Google Shopping for better product visibility
- Added Wufoo Forms for advanced customer interactions
- Enabled “Price on Application” for non-stocked items
This solution streamlined operations and improved the overall customer experience.
The Result
The transformation delivered measurable improvements in efficiency, customer satisfaction, and growth.
Efficiencies for the Business
- Automated stock visibility and order splitting reduced manual work
- Seamless ERP integration eliminated duplicate data entry
- Faster processing of urgent orders through SOS Delivery
Benefits for the Business
- Marketing reach improved with Klaviyo integration
- Online visibility increased through Google Shopping
- Real-time stock and flexible fulfilment options enhanced customer experience
Outcomes for the Business
- Higher order accuracy and reduced operational costs
- Growth in online sales and improved customer retention
- Stronger competitive position in the plumbing and heating merchant sector
Tucker French SOS Delivery Service
Tucker French launched its SOS Delivery service, a rapid delivery option designed for urgent orders.
This innovative service is unique to Tucker French and forms a key part of their USP, ensuring customers receive essential products quickly when deadlines matter most.