Having cultivated a customer base of more than 200,000 clients, serving businesses across 100+ countries in a variety of sectors, with a vast product portfolio from PPE to lab coats, Workwear Express prides itself on customer service, top-quality products, prompt delivery and excellent value – whether their customer is a small one-time buyer or a blue-chip giant.
But, in order to continue to grow its business, Workwear knew something needed to be done to improve its online user-journey.
The biggest challenge Workwear faced was that they were processing customisable product orders manually. Prior to a site re-build with JH, Workwear did not have the ability to approve, process and confirm customer orders that included artwork automatically through the site.
When customers would submit artwork such as logos, Workwear’s internal team was required to communicate via phone or email with customers in order to approve artwork, order quantities and turnaround times.
This led to longer lead times, more work for the team, a greater potential for human-error and frustrated customers who required a speedier turnaround time from click to delivery.
Site speed was also a big issue for Workwear. Its product catalogue is vast and navigating a site with slow load-times was a paint-point for both customers and the internal team.
The answer lay in PWAs, which JH, which re-built its site, understood only too well.
How it moved to a PWA
To make the move, it was critical that JH first understood the ins and outs of Workwear’s processes, so it could create a more streamlined buyer-journey for Workwear’s customers.
To do this, it led a series of technical discovery workshops that focused on Workwear’s current buyer-journey. Mapping out the entire experience from product selection to delivery and all the variants that come with a customisable product offering, the agency then listed all pain-points and crafted solutions that would absolve these.
This involved getting to know how Workwear’s payment gateway operated and even how their embroidery and printing machines worked.
By the end of the discovery sessions, JH had devised a plan of action that would see Workwear fully automate its sales process, using the best solutions and integrations for its business model.
Migration to a powerful portal
JH then migrated the Workwear Express site from its current PHP custom platform to Magento 2.3.5 with PWA functionality, boosting speed and agility.
Building the site as PWA also meant that Workwear can effectively scale for future growth, which will eventually include real-time customisations and approval on products.
The process of artwork approval and confirmation is now fully automated using Magento. B2B buyers are now able to access the Workwear portal for their orders, where all communications and information surrounding the status of their order, such as artwork approvals, order quantities and turnaround times, can be found at all times.
The customer now also receives automated notifications at each stage of their buying-journey. They are also now empowered to manage their order, including re-proofing artwork. This has dramatically improved customer trust, cutting down on the amount of customer queries.
The PWA took four months to build and has future-proofed Workwear’s business for years to come – and to top it all off, Workwear is now in the top 5 sites in the world for speed.
What can PWAs deliver?
Switching to PWAs has yielded spectacular results for Workwear Express. At a glance it has delivered:
• x2 increase in site speed
• 23% increase in revenue
• 17% increase in conversions
• 12% increase in AOV
Download the full PDF PWA guide book, featuring interviews with Google, Adobe and JH, as well as a Case Study outlining how Workwear Express leveraged PWAs to learn how progressive web apps can work for you.