NorthShore Care Supply improves search & auto-ship capabilities through digital transformation
NorthShore
Green Oaks, IL
Medical Supply Store
Introduction
NorthShore Care Supply, the leading direct-to-consumer brand of high-absorbency adult diapers, pull-ons, and incontinence supplies in the U.S, had outgrown their Magento eCommerce platform. There was a need to improve their overall customer experience and provide the ability to scale for growth.
Solution
After careful evaluation, NorthShore decided to re-platform to from Magento to Episerver for its scalability and features. They selected Luminos Labs as their implementation partner to drive aspects of development: requirements gathering, strategy, architecture, design, implementation, and launch.
Improved Search
The website search includes a boosted ranking feature for specific products on the Search Results Page and Product Listing Page (PLP). Optimizely Find personalizes more relevant results to guide customers to the ideal product.
Visitor Tracking
The NorthShore team can view and filter visitor profiles and create customer segments for marketing campaigns. Optimizely Intelligence Cloud provides this information from tracking online visitor behavior, such as viewing content or products on the site.
Personalization, Recommendations, and Promotions
The new website utilizes Optimizely Personalization to Deliver 1:1 personalized recommendations across the web and mobile experience. NorthShore can scale their personalization efforts efficiently with minimal manual rules with machine learning built for unstructured content.
Once a customer adds a product to the cart, a configurable recommendations panel provides curated items for each product, and the ability to include the recommended items to the cart. A custom promotion feature was implemented for the flexibility to apply for promotions at any time during checkout.
Auto-Ship
NorthShore Care Supply sells products that alleviate chronic medical issues, and automatic ordering and shipping is a large part of their business model. The new website utilizes a custom auto-ship feature to efficiently manage these subscriptions for the NorthShore team and its customers. A one- time import of the existing auto-ship from their old OrderGroove environment provided a seamless transition.
Customers can now easily create and manage their subscriptions on the website (add items, skip a delivery, ship date, frequency, address, payment information, promotion).
Results
NorthShore Care Supply was able to re-platform from Magento to Optimizely for an engaging and compelling new digital commerce experience. The website provides more features than NorthShore had initially expected, including improved search, tracking, personalization, and a highly enhanced subscription experience. The site now can scale with NorthShore and provide peace of mind for its customers.