Reconfiguring the customer experience to deliver more value
Selling products from screws to antennas, masts, and towers, TESSCO Technologies Incorporated (Tessco) manages more than 65,000 stock-keeping units. Currently, more than 250 of the industry’s leading manufacturers in mobile communications, Wi-Fi, Internet of Things, and wireless backhaul depend on the company’s diverse catalog.
Tessco eventually outgrew its legacy ERP application and became hamstrung by manual systems and processes. For example, its existing Web site delivered a suboptimal customer experience based on an outdated design and struggled to give a consistent experience across channels.
From Tessco’s perspective, it was time to completely rework the user experience. The organisation weighed the pros and cons of managing a homegrown e-commerce solution and Web site, upgrading its current Web site, or transitioning to a new e-commerce solution. Plus, it recognised that connectivity and performance issues needed to be resolved to accelerate simple actions, such as logging in, searching for products, and looking up sales order history.
Tessco decided to embark on a digital transformation journey that included a greenfield implementation of an intelligent ERP infrastructure to meet its needs. The company also sought a cloud solution that natively integrated with its chosen intelligent ERP software and provided advanced functionality to help quote consistent pricing and offer value-added customisations from its e-commerce Web site.