Isero: A journey towards personalised product recommendations

Isero has a very broad target group which varies from the carpenter or contractor from around the corner to the largest national construction companies within the country. For SME companies Isero wanted to create an online platform to improve service and customer focus. Outside the office opening hours, these customers must not only be able to place their online orders, but also need to have insights in the stock at their closest location, order status, invoices and payments via the online platform.

The ecommerce platform

• Webshop, customer portal, website, app
• For customers who like to shop online. Also, to support Isero's service level and share the knowledge of their specialists.

Ambition = Growth

• Optimizations of the online journey
• Customer experiences Isero's specialism and help with the purchase (assisted self-service)

Measure

• Customer satisfaction, Net Promoter Score (NPS)
• Order amount, return frequency

Isero wanted to bring the offline experience of sales employees recommending products to customers to their digital platform. This came with many challenges like:

• Many customers, different purchasing needs
• High expectations based on B2C experiences (also among your own colleagues)
• Many products, many changes in the assortment, complex pricing model
• Small team, adding efficiency and value is important

Using off- and online order data in combination with product data, VML Commerce delivered personalised product recommendations to Isero's clients, using a smart and customisable algorithm engine based on AI, which gives Isero the confidence to create a data-driven customer experience in order to meet the strategy of Isero.