J. J. Keller and Associates, Inc.

Published on 12 Nov 2012

"The new e-commerce solution gives us the tools and analysis we need to meet the changing needs of our customers and provide a more personalized and productive experience, resulting in an increase in conversion rate, average order size, customer satisfaction and revenue." - Adrienne Hartman, corporate e-commerce manager, J. J. Keller and Associates, Inc.

Customer:
J. J. Keller and Associates, Inc.

Industry:
Retail

Deployment country:
United States

Solution:
Cloud Computing, EMM - Digital Marketing Optimization, RSI solution, SmartCloud - Solutions, Smarter Commerce, Smarter Marketing, Smarter Planet

Smarter Planet:
Smarter Solutions for Retail

IBM Business partner:
Ascendant Technology, LLC

Overview

Established in 1953 and based in Neenah, Wisconsin, J. J. Keller and Associates, Inc. is a US leader in risk and regulatory management solutions. Today the company serves more than 350,000 customers, including more than 90 percent of the Fortune 1,000.

Business need:
J. J. Keller and Associates, Inc. helps companies comply with government regulations by federal agencies such as the Department of Transportation, Department of Labor and the Occupational Safety and Health Administration. With its existing website, the company struggled to provide relevant products and offers to its customers in a timely manner. J. J. Keller and Associates, Inc. sought to rebuild its e-commerce site and needed an innovative solution that would enable it to provide a personalized online experience for its corporate customers.

Solution:
J. J. Keller and Associates, Inc. enables its website to automatically change for each shopper. The company uses a web commerce solution that drives different messaging and offers to shoppers according to individual attributes. Every activity triggers targeted product recommendations, promotions and regulatory information. The site displays different content based on who the visitors are and to what customer segment they belong. Precision marketing with personalized content and promotions helps increase customers’ order size and provides a higher conversion rate from shopper to buyer.

Benefits:
Increased revenue by 19 percent Improved conversion rates improved by 19 percent, from shopper to buyer Grew average order size by 5.7 percent Increased customer satisfaction by 7 percent and generated 50 percent of new customer leads

Case Study

Established in 1953 and based in Neenah, Wisconsin, J. J. Keller and Associates, Inc. is a US leader in risk and regulatory management solutions. Today the company serves more than 350,000 customers, including more than 90 percent of the Fortune 1,000.

The Opportunity
J. J. Keller and Associates, Inc. helps companies comply with government regulations by federal agencies such as the Department of Transportation, Department of Labor and the Occupational Safety and Health Administration. With its existing website, the company struggled to provide relevant products and offers to its customers in a timely manner. J. J. Keller and Associates, Inc. sought to rebuild its e-commerce site and needed an innovative solution that would enable it to provide a personalized online experience for its corporate customers.

What Makes It Smarter
J. J. Keller and Associates, Inc. reinvents B2B e-commerce by enabling its website to automatically change for each shopper. The company uses a powerful web commerce solution that allows its marketing team to drive different messaging and offers to shoppers according to individual attributes, such as whether or not they are first-time visitors, their geographic location and referring URL, and browsing and past purchasing behavior. Every activity triggers customized targeted product recommendations, promotions and regulatory information. The site displays different content based on who the visitors are and to what customer segment they belong. Precision marketing with personalized content and promotions helps increase customers’ order size and provides a higher conversion rate from shopper to buyer.

Real Business Results
· Increased revenue by 19 percent
· Improved conversion rates improved by 19 percent, from shopper to buyer
· Grew average order size by 5.7 percent
· Increased customer satisfaction by 7 percent and generated 50 percent of new customer leads

Components

IBM products and services that were used in this case study.

Software:
WebSphere Commerce Enterprise, IBM Digital Analytics

Legal Information

© Copyright IBM Corporation 2012 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States September 2012 IBM, the IBM logo, ibm.com, Coremetrics and WebSphere are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at ibm.com/legal/copytrade.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The performance data and client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided.