eCommerce, Customer Portal, Catalog Website
eCommerce, Customer Portal, Catalog Website
AmeriPride is an industry-leading uniform rental and linen supply company. In their 127th year as a business, the Minnesota-based company prides themselves on servicing those who are “the backbone of the country.” As People You Can Count On, they believe in doing their job, so that you can do yours. 5,600 employees utilize 46 processing locations across the United States and Canada. AmeriPride is using InsiteCommerce® to support hundreds of their online eStores, which are catered specifically to the unique needs of particular customers. In an old-school industry, AmeriPride’s willingness to adapt and evolve to growing needs and technologies has given them a competitive edge in the market.
The wide variety of services and goods provided by AmeriPride produces an extreme variance in experience from customer-to-customer. Some uniforms need to be highly customized, some uniforms are purchased, some rented, and that isn’t even accounting for other transactions which range from selling disposable gloves to floor mats. Due to utility of goods and dispensation, AmeriPride needed an eCommerce platform that was highly flexible.
Many of AmeriPride’s customers need their own personalized eCommerce experience to place and manage orders. For example, some must be branded with the customer’s logo, employee name, color scheme and feature customer specific images throughout the store. The product catalogs and designs are unique to each customer, which helps optimize those customer’s employees ordering experience. Additionally, larger customers are allowed the ability to use their own images and configure employee specific budgets to control spending as part of a custom eStore.
For some of AmeriPride’s customers, dealing with paper invoices is an artifact of the past. One of the biggest issues that customers of AmeriPride dealt with before their introduction of InsiteCommerce were the regeneration and distribution of paper order forms. Customers frequently had to produce their own, and fax them into AmeriPride in order to facilitate commerce. Now, ordering occurs online, and both the customers and AmeriPride can spend more time and energy on more important issues.
AmeriPride’s challenges resulted in them searching for a solution that allowed their products and services to be the only subject on their customer’s minds. “We were looking for a platform that had most of the basic functionality embedded in the platform,” Rob Marlotte, Director of Pricing and eCommerce at AmeriPride said. “We’ve had a lot of success using templates for stores like custom eStores for larger eCommerce customers and developing a unique URL to make this store feel like something that came out of the customer’s marketing department.”
One of many benefits gleaned from implementing a centralized eCommerce platform, was digitalization of some processes. AmeriPride used to have to navigate the realm of paper invoices, but now Insite Commerce has taken out the hassle, and hosted and tracked the details online. Another example of a process that Insite has expedited is the altering of a rental order. “In the past that would be a more complicated process where you have to call a location,” Marlotte said. “Now you can do all of that online.” These changes are integral to AmeriPride’s goals going forward. “Our roadmap is comprised of taking those moderately complex operations and make them digital.”
Business is continuing to thrive for AmeriPride. Their continued success has given them the confidence to devote more internal resources into their own sales and account management departments. “We had to see business success before we made that investment,” Marlotte said. “That will allow us to provide a very high level of service during not only sales but also during the roll-out (of their services).”
AmeriPride believes that their integration of InsiteCommerce has put their company in a better position to maintain long-term success. “We feel the more focused approach that’s coordinated with our broader sales organization is going to be a formula for success,” Marlotte said. “We’re very confident with the solutions we can provide to customers.”
The committed and diligent approach to customer service is something that AmeriPride is dedicated to themselves, so it means even more that they’ve been so impressed with Insite’s contributions in that department. “I’ve been very impressed with the level of input for the highest priority base functionality in the platform,” Marlotte said. “Insite really seeks customer feedback on functionality. It’s not something you play lip service to.” They’ve been especially impressed with Insite’s work on the key functionality of the platform.
Going forward, AmeriPride wants to continue being ahead of the industry, despite being one of the oldest businesses. “We’re still a very old school industry that’s been around a long time that’s slow to change,” Marlotte said. “We believe the customer transparency and experiences interacting with us are differentiators that will make it easier for customers to focus on serving their customers rather than focusing on administering their uniform program.” Insite will continue to give AmeriPride a competitive edge in their market.
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