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Case Study

IMS Window Furnishings

(Bricks & Mortar OFFLINE Retail Store - Castle Hill NSW Australia)
Specialist Window Furnishings Retailer and Manufacturer or  Blinds, Shutters, Curtains and Awnings.
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The Problem
  • Operational 7 days a week: 9.00am - 17.00pm (Mon - Fri)
  • Peak periods Saturday and Sunday
  • Staff dormant  12pm - 3pm
  • Employ a team of staff and sales representatives who travel to clients for quotation purposes
  • Most industry competitors employ the same model and approach
  • Turnaround time from quotation to order delivery approximately 5-8 weeks
  • Quotation process alone - turnaround 2-3 weeks​
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The Solution
A new & improved Online Value Proposition
  • Modified website user experience & website architecture
  • DIY online tools to reduce cost of overall solution
  • Online quotation engine 
  • End-to-end customer service solution mapped to new customer engagement journey
  • Contact details highlighted at every touch point
  • Seamless and engaging sales process
  • Mobile first but total cross-channel engagement
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Connecting Online with Offline
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  • Send samples on request by post
  • Display units showcasing features at partner locations across the state (see, feel, touch factor)
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Introduce a new approach to Digital Marketing and Promotion
How-To's to
Educate Customers
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Social Reviews & Ratings ​
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Instagram & Social Showcasing
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Communicate via email marketing
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Promotional Collateral
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The Solution (Results)
  • 43% year on year (over  8 months) business growth
  • Exceptional client satisfaction
  • Build Trust
  • Brand Authenticity
  • Referral 

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