Salmon replaced the existing Punch Buying Club (Publican Buying Website) and Call Centre solution with one new digital platform built on Magento Enterprise, allowing for one consolidated and practical system. Salmon - also introduced a new web-based solution into the call centre, making it easier for staff to take orders. Effectively, Punch now has one website with two front ends: one for clients and one for call centre representatives.
“Our aim was to enhance the multichannel experience for our publicans across device and implement a more manageable system across the business," said David Moulton-Bark, head of infrastructure & service delivery at Punch. "With our new bespoke Order Management System (OMS) – which is coordinating our customers experience across sales and fulfilment channels – we are managing our omni-channel operations far more effectively. Salmon’s best in class service will be a game changer.”
The user experience was enhanced with the introduction of a persistent basket that flows across the site and reacts with instantaneous speed that allows customers to log on from anywhere and on any device. Salmon has also integrated the efficient DataCash payment processing gateway, allowing secure multi-channel payment processing.
By consolidating the systems, promotions and product offers have improved. Customers now also receive a personalized view of their account, outlet and deliveries and have the ability to book depot collections.
“It’s been a very positive experience working with the team at Salmon," Moulton-Bark noted. "They delivered a seriously complex B2B commerce solution for us and their Magento experts have helped manage the project from end-to-end. We’ve collaborated closely and using the DevOps approach to delivery, deploying as we go, we’ve certainly been able to deliver the solution at speed, fixing problems in real time and delivering a quality end product.”
Prior to implementation, Salmon completed a full discovery and were responsible for designing, customizing, configuring and building the solution. A five year support contract is also in place. The new website is hosted by Rackspace on Amazon Web Services (AWS) Cloud, allowing Punch to ramp up resources as and when required.