ATOM’s Epic E-commerce Transformation
FROM 0 TO 5000 ONLINE INTERACTIONS IN JUST 6 MONTHS
How ATOM took customer service to a whole new level with a convenient, efficient and easy-to-implement e-commerce site.
ATOM is a leading industrial and safety equipment supplier that’s rapidly growing in both sales and customers each month — recently exceeding the $100M turnover mark. They have a vast range of customers all over Australia, from major corporate customers (such as Mining and Government) to the local mechanic.
The ATOM team are committed to sustaining a company culture that is built around being the “team behind the team”. The driving factor behind many of their key business decisions is their aim to be a supportive and personable family business that provides unparalleled customer service. In 2016-17, ATOM went through an unprecedented level of growth. They needed a more efficient way to process orders, without losing the friendly company culture their customers prized.
The decision was made: ATOM needed an e-commerce site.
The team at ATOM started to notice inefficiencies in the business early on…
A business with very little digital capability.
Customers had to put through orders by phone.
Staff entered all information manually.
Staff went doorknocking to generate business.
“Customer after customer would call up wanting to shop online”
Customers were expecting an online store, and not getting one
Something had to change.
SEEKING A SOLUTION
ATOM conducted customer research and scoped business requirements. They needed an e-commerce solution that was:
- Easy to implement
- Fast to market
- User-friendly for the customers
- Integrated with current ERP systems and data
- Highly personalised
DISCOVERING A USER-FRIENDLY SYSTEM
ATOM chose the Micronet e-commerce option. This solution provided their customers easy-to-use online access to ATOM’s 200,000 products. Its clear navigation and application-like features allowed for a simple and quick implementation for ATOM — but it still satisfied their customers’ specific needs.
According to ATOM: “Micronet delivered a highly personalised e-commerce experience that was bangon the needs of our customers”
Customers embraced the convenient new system enthusiastically. Staff time was now freed up to focus on more constructive, revenue driving activities. And the new capability allowed ATOM to continue to be a friendly, customer-service focused company — just on a much larger scale.
KEY BENEFITS FOR A GROWING COMPANY
For ATOM, establishing an e-commerce solution resulted in:
23% of ATOM’s customers registered online
Over 5,000 online interactions in just 6 months
Over $500,000 of monthly average sales shifted to online
A repeat product purchase rate of 18x
Higher product margins through the online channel
Increased customer satisfaction
“The Micronet solution was really easy to implement, it talked to our ERP system and gave us the speed to market that we desired”
HOW CAN I PUT A USER-FRIENDLY E-COMMERCE SITE TO WORK FOR MY BUSINESS?
Micronet is a leading provider of business software solutions — providing our customers with an end-to-end solution that suits a wide variety of companies’ needs.
If you need an e-commerce capability, contact us below to find out how we can transform your business by putting our powerful, easy-to-implement solutions to work for you.