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by Daniela Köhler
Publications officer
Everything from a single source in only three months: Shop and PIM system plus customer service for top performance / Targeted at online merchants
“Buying packagings the clever way” is the motto of the new packster.de B2B shop. In this case, “clever” means buying quickly, easily and online at packster.de, where business customers now find packaging materials of all kinds, from cardboard folding boxes to adhesive tape. The new shop is operated by packs GmbH, a subsidiary of specialist wholesaler IGEPA. The technological implementation lies in the hands of novomind AG. The Hamburg-based software developers have implemented the shop system (novomind iSHOP), product information management (novomind iPIM) and the central communication platform for electronic customer service (novomind iAGENT).
“In this constellation, our software solutions can play out their strengths particularly well because they are perfectly coordinated,” says Stan Carstensen, COO Customer Solutions at novomind. “This plays an important role already at the project planning stage and then pays off twice over once the shop is operational.” The duration of the project also gives clear proof of the benefits of such a one-stop shop model, with the new online shop ready for fully functional operation after only three months. This is made possible by the Quickstart software package, which remains very close to the novomind iSHOP enterprise standard model, but has been customized to meet the individual requirements of packster.de.
“We are very pleased with the first few weeks of our new shop,” says Dirk Limmer, CMO at packster. “To launch an entirely new web shop so quickly in these special times is not a matter of course and therefore all the more important for us. During the present start-up phase, it is has already become apparent that customers are responding very well to our offer.”
The lack of product information is often the main challenge for a brand-new online shop, and such information therefore needs to be generated anew. This was also the case here, with novomind processing new production information generated by packster in next to no time.
novomind iAGENT ensures that incoming customer and contact enquiries are managed, controlled and answered properly. At the launch of the new B2B shop, the e-mail channel is used for this purpose, while novomind’s central customer service software also offers all the other channels for further expansion stages – from call to messenger services such as WhatsApp.
During stage 1, packster.de is targeted at smaller B2B and online retailers. Depending on success, development and demand, future portfolio expansions are possible.
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