Maximizing channel relationships

BE TRUE TO YOUR SCHOOL(S)

In a market where ubiquitous visibility is a most effective marketing tool, one way the world leader in sports apparel ensures its logo is seen as often as possible is by working with prominent universities across the country. But the labor-intensive business of getting one mark on thousands of uniforms had become a little too old-school for today’s schools. Showing the product usually translated to victory, but the subsequent ordering process was anything but a winner. Even messengers from a god need a little help once in a while – and that’s where we came in.

Relationships with important customers are built one-on-one, but ordering product shouldn’t require the direct involvement of an account representative and such a model could not support the client’s vision for expansive growth within the existing and new market spaces. It was clear that the fragmented collection of user systems and processes heavily reliant on manual support and print cataglogs had to be transformed in order to realize the vision. . ACME led this transformation focusing on delivering a premium brand experience, best in-class customer service, product information and cutting edge 24/7 online ordering.

Our team assessed the business requirements across four diverse organizational groups, conducted interviews with user groups inside and outside the organization and evaluated best practices to define processes and tools that optimized the user expereince and furthered the brand. We also evaluated existing and planned IT capabilities and investments that could be gleaned from other parts of the company in supporting the vision.

In the end, the client’s diligence was rewarded with an industry first scalable, web-based portal that delivers a consistent brand experience to its high-profile clients. Account representatives are now free of transactional customer support and able to focus on providing value-added consultative product advice to broader client base. It’s groundbreaking and it’s efficient – and it’s all because a fresh perspective can make all the difference. Even in the company of the gods.