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Wriggle
Digital Transformation in Ecommerce
Challenge
Wriggle empower learners through technology by providing guidance, support, services and training to schools, parents and students. A leader in the EdTech sector, Wriggle embarked on an ambitious project to transform their digital presence and streamline operations to improve customer satisfaction and scalability.
Their challenge was multifaceted. Their ecommerce platform was no longer fit for purpose, leading to a cumbersome online shopping experience for parents. Data was siloed across multiple systems, making it difficult to gain a holistic customer view. Additionally, the order processing system was manual and time-consuming, which slowed down operations and limited their ability to scale effectively.
The Solution
We partnered with Wriggle on a comprehensive overhaul of their digital infrastructure.
The first step was to create a best-in-class online shopping experience tailored specifically for parents. This involved developing a visually appealing and high-performance ecommerce platform that prioritised security and ease of use.
Our mission was to redefine the customer journey by implementing innovative processes to enhance satisfaction and improve operations.
Central to this transformation was the development of seamless automations and integrations to ensure accurate data flow across platforms.
By creating a “single source of truth,” we combined the new ecommerce solution with ERP, CRM, delivery systems and helpdesk, empowering Wriggle to serve their customers better than ever before. Additionally, we integrated a subscription model that allowed parents to pay monthly for technology bundles, providing flexibility for families while creating a steady revenue stream for Wriggle.
Empowering
Learners
Through
Technology
Impact
Wriggle have effectively addressed their challenges and strengthened their position in the ed tech market. Their digital transformation journey demonstrates how embracing change can lead to growth and improved customer satisfaction in a competitive landscape.
Key results include:
Operational efficiency: Streamlined processes have led to a substantial reduction in manual steps for order processing, resulting in faster turnaround times for building online stores.
Customer satisfaction: Support tickets related to order placement significantly decreased, indicating a smoother customer experience and improved satisfaction with the purchasing journey.
Revenue growth: The implementation of upselling features supports sustainable revenue growth plans, contributing to a more resilient revenue stream.