Wriggle

Wriggle

Digital Transformation in Ecommerce

Challenge

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: Operational efficiency improved significantly, with a notable reduction in manual steps for order processing and faster turnaround times for building online stores

Customer satisfaction: There was a noticeable decrease in support tickets related to order placement, suggesting that customers are experiencing fewer issues and are more satisfied with their purchasing journey

Revenue growth: Revenue increased through successful upselling in their marketplace and a steady cash flow from the subscription model