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Work / Case Mercamer

Benchmark service for the packaging industry

Mercamer is a Finnish packaging industry pioneer with a nationwide sales network. Since the 1970s, it has focused on packaging innovations, continually improving its products in quality, responsibility, and functionality. It is part of OptiGroup, one of Europe’s largest distribution groups.

From start-up operations to professional business

At the project's inception, Mercamer's operations had a start-up feel. After rapid growth, the brand image had fallen behind competitors, and the website, built on WordPress, mainly served as a product brochure. To place an order, customers had to jump to a separately maintained order system application. This combination was cumbersome to maintain and update, and the customer experience was far from optimal.

High-level goals for the web service project

  • A comprehensive benchmark site for the entire packaging industry, both visually, functionally, and content-wise.
  • Excellent brand and user experience.
  • Centralized and efficient management and distribution of product information.
  • Effective tools for digital solution sales and service.
  • Lead generation.
  • A cost-effective, scalable overall solution.

Creating WOW moments with superior service

The project focused on three key areas. First, centralizing product data (technical specs, images, marketing texts) into the SOLU Business Solution system streamlined internal operations. Product data now automatically updates from the ERP to SOLU, allowing Mercamer to manage and share it across channels.

Second, to enhance the customer experience, public pages target new customers, while logged-in contract customers can easily access products, pricing, order history, and make purchases directly from the online store.

Lastly, we created a Solutions-section on the new website to highlight Mercamer’s expertise in custom solutions for customer needs.

Benefits and successes

Based on the collected feedback, customers have embraced the new online service very positively. They have also provided valuable suggestions for improvements and features that make their daily tasks and the use of the online store easier.

The site generates high-quality leads for Mercamer's sales team on a daily basis. Now, the sales team can trust that the product information presented online is accurate.

Customer satisfaction with the new online service is measured to be at a good level. The collaboration with e21 has been extremely smooth.

— Juha S. Pietilä, Sales Director

Other Intelligent Commerce Solutions

Orders directly from the customer's warehouse

The goal was to make ordering products as easy as possible for contract customers directly from their own warehouses. The solution developed is Mercamer MOS (Mobile Order System), a mobile ordering application that enables customers to place orders by scanning the QR code of products on their storage shelves. QR codes can be conveniently printed by logging into Mercamer’s service.

The service also includes a feature for Mercamer's sales team, allowing them to scan and place orders on behalf of the customer.

Product selectors

Mercamer aims to provide an excellent service experience, so they invest in various solutions that facilitate product selection and purchasing.

Three different product selectors were implemented in Mercamer's online store—one for cardboard boxes, one for plastic bags and a third -most extensive one- for packaging machines.

This allows customers to easily and quickly find the right product from the store's diverse and extensive selection, while also reducing inquiries directed to customer service.

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