A Passion for Customer Satisfaction

Case Study Overview: Bishop Company

 

 

Faced with an underperforming, under-serviced e-commerce store, Bishop partnered with Zobrist Consulting to create a site that has become a go-to industry destination and driving force in their company’s growth.

 

Founded in 1946, the Bishop Company is the industry leading distributor of top-quality tools and equipment for professional arborists and landscapers.  The company’s clientele ranges from private tradesmen to authorized retailers across the country.

 
Business Need:
Bishop Company was no longer able to find technical support to improve and enhance the site on its outdated e-commerce platform.  Confronted with stagnating online sales and a lagging economy, Bishop Company knew it was time to take action and revamp its e-commerce platform. 

Challenge:
The Bishop Company required an e-commerce site that could satisfy the needs of the younger generation of savvy online shoppers, convince longtime print catalog customers to place their orders online, and be a true reflection of their status as the industry leader.

 

Solution:
Bishop tapped Zobrist to implement eZcommerce, a complete e-commerce solution based on IBM WebSphere® Commerce. The Bishop team liked the way that the system empowers business users to efficiently promote key products and react to market trends, and most importantly ensures long-term support and extensibility.  In early May of 2011, the team launched the new www.bishco.com, a website that is now a go-to destination for an extensive line of professional arborist and landscaper products.  “I had an extremely positive experience working with Teresa and the technical staff [at Zobrist Consulting Group]. They have seasoned experts who communicate very well with each other to get the job done,” says McCormick, “It's definitely a relationship I plan on continuing.”

 

Results:

• 200% increase in e-commerce channel sales revenue in the first 2 months after launch.
• 75% of this increase consists of customer conversions from telephone to e-commerce ordering, 25% from brand new customers.

Benefits:

• Anticipated long-term cost savings of $65,000 annually by transferring costly catalog telephone orders to automated e-commerce orders.
  
• Expected increase in customer satisfaction and loyalty through a richer and more informative online retail experience.
  
• Ability to intelligently market products to different customer segments.
  
• Anticipated cost savings and increase in market responsiveness by enabling the company's business users to directly update the website with new products, promotions, rich media content, and marketing campaigns.
  
• Out-of-the-box functionality of eZcommerce minimized development time and cost.
  
• Round-the-clock monitoring and technical support.

 

“We are very pleased with the work that Zobrist has done. While many contractors wanted just to build us a website, Zobrist took a whole package approach that provided us with the e-commerce store, access to technical expertise, a marketing plan to boost our online presence, and ongoing 24/7 support. Their ability to deliver on all of these areas was a major factor in our initial choice to work with them and why we continue our relationship with 24/7 support and maintenance.” 

- Keith McCormick, President, Bishop Company