FTZ ACCELERATING IN THE COMMERCE FAST LANE
(+2 billion DKK) of all FTZ’s sales are digital
Customer adoption from old to new platform
ONE STEP CLOSER TO TAKING THE LEAD
FTZ is already Denmark’s first choice distributor for car repair shops. But it has an even greater ambition: to become the leading e-commerce and partner portal in the automotive industry across Europe.
To achieve this, FTZ seeks to provide a first-class customer experience that makes it the natural first choice for all European car repair shops. So, together, we moved FTZ’s e-commerce solution, FTZ Shop, into the fast lane.
REVAMPING THE COMMERCE ENGINE
The solution involved a strategic overhaul of FTZ’s platform, employing a customisable, user-centric design on a robust MACH architecture.
Powered by Azure and Elastic Cloud the setup is both scalable, decoupled and flexible, ensuring performance and supporting FTZ’s future innovation and business development.
This platform overhaul is a strategic milestone in FTZ’s digital transformation. The results have been quite remarkable, both externally and internally, and FTZ is now one step closer to becoming Europe’s leading distributor of automotive parts.
- More wallet share: A whopping 92% of all FTZ’s sales are now digital: +2 billion DKK.
- High uptake: A +100% adoption rate of the new platform – and the average customer uses FTZshop seven times per day.
- Extra reliability: downtime has been nearly eliminated, with +99.9% website uptime/availability.
- The new customer-centric frontpage drives additional revenue and serves the customers with relevant knowledge and educational material.
PLACING CUSTOMERS IN THE FRONT SEAT
To ensure the platform aligns with customer expectations, we invited FTZ’s customers on the reinvention journey looking to answer the question: what do car repair shops really want? The answer was clear: they want a simpler, quicker and more accessible online purchasing experience.
Their input, preferences and needs were integrated into every feature of the new platform, resulting in a genuinely user-friendly and customer-centric solution that eases the daily operations of car repair shops.
The platform integrates a ‘single customer view’ that provides FTZ’s customer service easy access to all necessary information, enabling them to assist customers quickly and efficiently, thereby ensuring a convenient, flexible, and personalised customer journey.
This has strengthened the relationship between FTZ and their customers, who think of FTZ as a preferred partner in their daily work – and with more than 6.5 million annual sessions and an average visit duration of 6 hours, it is clear that customers are actively and continuously using the platform throughout the workday.
Discover how FTZ transformed mechanics’ digital experiences by revamping its front page with user-centric UX design and continuous feedback, resulting in higher engagement and conversion rates.
PRODUCT SEARCH MADE SIMPLE
Based on user feedback, we replaced the outdated catalogue format with a visually driven, store-inspired design. Advanced front-end technologies enable users to search for car parts the way they like best – visually.
One of the key features is the car pictograms with drill-down functionality, allowing users to choose and switch between these and traditional list view.
This set-up simplifies finding the right parts for a specific vehicle, while the advanced Google-inspired search function helps users efficiently track any product they could need to fix or service a car.
Adding yet another level of ease and value to the buying process are integrations that provide insights into the car’s purchase history and maintenance records.
Want more insights on our project with FTZ?
Get in touch with Jesper Englund. He will tell you all about it.
