Emergency Medical Products Chooses Capgemini to Drive Digital Transformation Initiative
July 06 2021 - 11:40AM
Business Wire
New omnichannel commerce site streamlines
purchasing and boosts conversion by 47 percent
Capgemini today announced its e-commerce transformation
engagement with Emergency Medical Products (EMP), an online
provider that specializes in the distribution of medical and safety
supplies to businesses, first responders and other healthcare
professionals. The site, BuyEMP.com, was delivered in six months to
meet increased safety and preparedness concerns. In addition to a
lift in conversions, the average order value (AOV) is up by almost
30 percent since launch.
EMP wanted to address customer feedback and implement a commerce
solution that could give visibility into the supplier’s product
inventory. With more than 10,000 products, customers not only
needed to find the right products quickly, but also wanted insight
into product status and availability. EMP selected Capgemini
because of its strong strategic capabilities and its vast
technological expertise within its North American Digital Customer
Experience (DCX) practice.
“Our customers are the heart of our business, and we are
dedicated to helping them save lives and improve patient outcomes,”
said Andrew Love, Vice President and General Manager at Emergency
Medical Products, a subsidiary of Sarnova, Inc. “Capgemini
understood our goals from the onset of the project and delivered
tremendous value. Not only has the site created an improved
customer experience, we have seen an increase in conversion rate,
average order value, and session duration – and significantly
improved back-end service team efficiencies.”
To evolve the customer experience and create an omnichannel
shopping journey, Capgemini’s DCX team implemented SAP Commerce.
The new site includes revamped product detail pages highlighting
product features and inventory status which helps reduce service
inquiries and resolution times as customers have full line of sight
into product information. Streamlined site navigation is
mobile-optimized and includes a smoother path-to-purchase and
checkout functionality, driving an increase in conversion and
average order value (AOV).
Capgemini also brought efficiencies to EMP’s loyalty program,
EMP Rewards. The points-based system encourages customers to make
purchases on the site to accrue points for future product
discounts. The SAP solution enables new promotional capabilities
for customers, including action-based points for filling out a
survey. Customers can also view their loyalty status and track
points in an interactive dashboard. The program has proven to be a
key business driver with a significant uptick in engaged and repeat
customers.
“The new Emergency Medical Products site offers a host of
customer experience enhancements for the end-users and EMP
employees. Capgemini is proud to be an integral part of the
transformation team,” said Jonathan Brassington, Head of Digital
Customer Experience, Capgemini in North America. “We look forward
to building on our work with the Sarnova family of brands, while
continuing to support business growth and scale digital
initiatives.”
Click here to access the case study.
About Capgemini
Capgemini is a global leader in partnering with companies to
transform and manage their business by harnessing the power of
technology. The Group is guided everyday by its purpose of
unleashing human energy through technology for an inclusive and
sustainable future. It is a responsible and diverse organization of
270,000 team members in nearly 50 countries. With its strong 50
year heritage and deep industry expertise, Capgemini is trusted by
its clients to address the entire breadth of their business needs,
from strategy and design to operations, fueled by the fast evolving
and innovative world of cloud, data, AI, connectivity, software,
digital engineering and platforms. The Group reported in 2020
global revenues of €16 billion.
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Julia Zimmerman Tel.: 847-922-7951 E-mail:
julia.zimmerman@capgemini.com
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