Workwear Group 2024 Best Run Award: Uniforms Streamlined with SAP Commerce Cloud
Workwear Group transformed their digital uniform procurement with SAP Commerce Cloud, enhancing customer experience, reducing service inquiries by 70%, and achieving 130% of average monthly revenue. The new platform offers a seamless, self-service B2C experience on a B2B site, improving efficiency and productivity for both Workwear Group and their clients. Download the DocumentSAP Australia and New Zealand
Best Run Awards 2024
Best Run Awards 2024
Best Run SAP
Industry WebsiteProduct and Services Featured SAP Solutions
Retail and
Manufacturing
www.wwgonline.com.auUniforms and Workwear SAP Commerce Cloud
For over a century, Workwear Group has been a cornerstone of Australian industry, providing uniforms to the nation's workforce since 1911. They've grown from
the iconic KingGee brand to become a comprehensive uniform solutions provider, catering to businesses of all sizes across diverse sectors.
However, recognising the evolving needs of their customers, Workwear Group embarked on a transformative journey. Leveraging the power of SAP Commerce
Cloud, they revolutionized the uniform procurement experience. This innovative platform delivers a faster, easier, and more streamlined process, boosting
efficiency for both Workwear Group and their clients.
Uniforms Streamlined with SAP Commerce Cloud
Workwear Group
Customer Experience
Industry WebsiteProduct and Services Featured SAP Solutions
Retail and
Manufacturing
www.wwgonline.com.auUniforms and Workwear SAP Commerce Cloud
For over a century, Workwear Group has been a cornerstone of Australian industry, providing uniforms to the nation's workforce since 1911. They've grown from
the iconic KingGee brand to become a comprehensive uniform solutions provider, catering to businesses of all sizes across diverse sectors.
However, recognising the evolving needs of their customers, Workwear Group embarked on a transformative journey. Leveraging the power of SAP Commerce
Cloud, they revolutionized the uniform procurement experience. This innovative platform delivers a faster, easier, and more streamlined process, boosting
efficiency for both Workwear Group and their clients.
Uniforms Streamlined with SAP Commerce Cloud
Workwear Group
Customer Experience
Challenges
Workwear Group were servicing their customers with an antiquated digital uniform procurement solution
where large organisations who needed uniforms were observing the challenges of the interface. It was slow or
failed during the process, leaving their customers dissatisfied. Poor UX, high manual management overheads
and remedial activities contributed to lower than desired EBIDTA. This was also resulting in losing customers to
the competitors, further impacting the business.
Challenges with a legacy platform also resulted in putting more pressure to the Customer Support Team,
providing continuous assistance to the customer and their employees over their buying journey.
Workwear Group conducted an extensive and in depth customer research activity and based on the
responses and outcome, sought to reinvent the nature of their digital customer engagement and procurement
services by revamping their site and streamlining the underlying processes.
Workwear Group were servicing their customers with an antiquated digital uniform procurement solution
where large organisations who needed uniforms were observing the challenges of the interface. It was slow or
failed during the process, leaving their customers dissatisfied. Poor UX, high manual management overheads
and remedial activities contributed to lower than desired EBIDTA. This was also resulting in losing customers to
the competitors, further impacting the business.
Challenges with a legacy platform also resulted in putting more pressure to the Customer Support Team,
providing continuous assistance to the customer and their employees over their buying journey.
Workwear Group conducted an extensive and in depth customer research activity and based on the
responses and outcome, sought to reinvent the nature of their digital customer engagement and procurement
services by revamping their site and streamlining the underlying processes.
Solution
The feedback from the Customer research clearly called out for the strategy to enhance the legacy system and provide
the best customer experience to its clients. Workwear Group took advantage of SAP’s Commerce Cloud solution to
redesign and redevelop their B2B site and deliver a new look with an improved experience to uniforms buyers across
ANZ.
A promise of seamless integration to their ERP system along with rich feature set were primary considerations in choosing
SAP Commerce Cloud solution as part of the digital transformation.
The B2B Specialised Uniform ecommerce site on SAP Commerce Cloud will be used by some of the largest
organisations and well known brands to service more than 200,000+ strong ANZ workforce. Workwear Group
understands that every business has its unique needs, and they have the products, resources, and capabilities to manage
all uniform requirements with a focus on configuration for the customers rather than bespoke builds.
Polished and intuitive UI gives Workwear Group a competitive advantage over some of their competitors by providing
B2C style experience on a B2B site catering to all user types from retailers, to procurement managers, to end wearers.
The initial go-live involved onboarding of a selected group of customers and their employees to the platform and close
working relationships with business stakeholders, ensuring functionality is aligned with customer needs and
expectations, and business requirements.
The feedback from the Customer research clearly called out for the strategy to enhance the legacy system and provide
the best customer experience to its clients. Workwear Group took advantage of SAP’s Commerce Cloud solution to
redesign and redevelop their B2B site and deliver a new look with an improved experience to uniforms buyers across
ANZ.
A promise of seamless integration to their ERP system along with rich feature set were primary considerations in choosing
SAP Commerce Cloud solution as part of the digital transformation.
The B2B Specialised Uniform ecommerce site on SAP Commerce Cloud will be used by some of the largest
organisations and well known brands to service more than 200,000+ strong ANZ workforce. Workwear Group
understands that every business has its unique needs, and they have the products, resources, and capabilities to manage
all uniform requirements with a focus on configuration for the customers rather than bespoke builds.
Polished and intuitive UI gives Workwear Group a competitive advantage over some of their competitors by providing
B2C style experience on a B2B site catering to all user types from retailers, to procurement managers, to end wearers.
The initial go-live involved onboarding of a selected group of customers and their employees to the platform and close
working relationships with business stakeholders, ensuring functionality is aligned with customer needs and
expectations, and business requirements.
Impact
Reductions of customer service
enquiries by over 70% through online
self service capability and efficiency
through automations
Retention of key customer contracts
as well as market share gains in new
business acquisition with a significant
uptick in customer experience
Achieving sales of 130% of average
monthly revenue for customers who have
transitioned to the new platform
As a result of implementing SAP Commerce Cloud and undertaking a significant redevelopment of their B2B e-commerce
platform, Australian workforces can place an order for their uniforms using the new commerce site with revamped UX, UI and
improved, streamlined ordering process. This gives an opportunity to the users to seamlessly use any device – Laptop, Tablet or
Mobile - to place the order and still receive the same, personalised experience.
Various features like the ability to self order their own uniforms for end wearers, through to self service reporting and
administration capabilities for the organisation’s contract manager have led to improved efficiencies across not only the WWG
business, but improved efficiencies and productivity for their clients as well.
By listening to the voice of the customer and providing them a transformed platform based on their feedback is a key
achievement for Workwear Group as a business. This helps the business in retaining the customers and increase the market share
as compared to their competitors.
This enables all the employees of the esteemed organisation to use the platform as a self-service tool themselves rather than
relying on a uniform procurement’s personnel, providing right uniforms to the people at the right time providing a B2C experience
in B2B. In addition, more than 30 years of legacy service processes and systems were cleaned up to improve efficiency of service
and create productivity gains across the entire customer engagement chain from procurement to invoicing and customer service.
Reductions of customer service
enquiries by over 70% through online
self service capability and efficiency
through automations
Retention of key customer contracts
as well as market share gains in new
business acquisition with a significant
uptick in customer experience
Achieving sales of 130% of average
monthly revenue for customers who have
transitioned to the new platform
As a result of implementing SAP Commerce Cloud and undertaking a significant redevelopment of their B2B e-commerce
platform, Australian workforces can place an order for their uniforms using the new commerce site with revamped UX, UI and
improved, streamlined ordering process. This gives an opportunity to the users to seamlessly use any device – Laptop, Tablet or
Mobile - to place the order and still receive the same, personalised experience.
Various features like the ability to self order their own uniforms for end wearers, through to self service reporting and
administration capabilities for the organisation’s contract manager have led to improved efficiencies across not only the WWG
business, but improved efficiencies and productivity for their clients as well.
By listening to the voice of the customer and providing them a transformed platform based on their feedback is a key
achievement for Workwear Group as a business. This helps the business in retaining the customers and increase the market share
as compared to their competitors.
This enables all the employees of the esteemed organisation to use the platform as a self-service tool themselves rather than
relying on a uniform procurement’s personnel, providing right uniforms to the people at the right time providing a B2C experience
in B2B. In addition, more than 30 years of legacy service processes and systems were cleaned up to improve efficiency of service
and create productivity gains across the entire customer engagement chain from procurement to invoicing and customer service.
“”“By partnering with SAP Ecommerce Cloud and the SAP Customer
Experience has allowed us to actively review how we service our
customers to meet their needs and expectations as described directly
to us by our focus groups.
Enabling our customers to do business with us in the fastest, easiest
and more seamless way possible has enabled efficiencies across both
our business and our those of our customers which has seen an
increase in our revenue and an improvement in our customer
satisfaction levels.”
Diane Frick
Head of CX & Digital
The Workwear Group
Experience has allowed us to actively review how we service our
customers to meet their needs and expectations as described directly
to us by our focus groups.
Enabling our customers to do business with us in the fastest, easiest
and more seamless way possible has enabled efficiencies across both
our business and our those of our customers which has seen an
increase in our revenue and an improvement in our customer
satisfaction levels.”
Diane Frick
Head of CX & Digital
The Workwear Group