Paradigm Electronics, headquartered just outside of Toronto, Canada, is a home audio electronics manufacturer specializing in the production of high-quality in-wall, on-wall, and freestanding speakers and subwoofers. Having been in the speaker production business for more than 30 years, Paradigm prides itself on providing quality products and having exceptional research and development capabilities. In addition to double-blind screen listening rooms, Paradigm houses the largest privately owned anechoic chamber, checking in at over 36,000 cubic feet.
Paradigm sells exclusively through dealers, who range in size from smaller audio specialty stores to independent installers, and larger boutique dealers. As early adopters, they recognized the need to empower their dealers and distributors, and in 2011 selected InsiteCommerce as the solution to power their channel partner portal. This solution enabled Paradigm’s dealers to self-serve including placing orders, and managing their orders online. All of Paradigm’s product catalog is available on the portal, and every dealer has an account with access to their pricing.
While Paradigm has seen success on the platform over the past six years, technology and needs have changed. The home audio market is consistently becoming more crowded. With new competition moving into the space, standing out and offering the best products and experience is important for Paradigm. Realizing the need to update their portal, Paradigm set out to evaluate the latest version of InsiteCommerce against other solutions. However, Paradigm quickly realized InsiteCommerce was the best choice for them, and were interested in the latest innovations of the InsiteCommerce Cloud offering.
Paradigm’s online dealer portal was already a crucial part of their day-to-day business interactions with many of their customers, so the ability to offer those customers more without compromising their current experiences was important. “We have all our products out there for our dealers to log into, see, enter orders, and obtain order information. Doing business with Paradigm isn’t limited to Eastern Standard Time hours, a dealer can log-in and access their orders, pricing, and other information anytime they want.” notes Bruce McGee, Director of Information Systems at Paradigm Electronics.
In choosing to continue their relationship with InsiteCommerce, Paradigm moved off InsiteCommerce Enterprise and moved onto InsiteCommerce Cloud. The availability of automated updates to the platform was very appealing to Paradigm, because it meant they would not have to re-evaluate their situation again after a few short years. The inclusion of hosting due to the new SaaS model was also another attractive component.
Advancements in the InsiteCommerce platform since Paradigm had originally implemented also expanded the experience for Paradigm’s dealers. While many design elements were unchanged to minimize disruption in their usage, mobile responsive enablement was added. This provides a very smooth experience to customers who choose to use the portal on a tablet or mobile device. As Paradigm works with dealers of many sizes, a single dealer often wants multiple employees to be able to access the portal. “One of the out-of-the-box features that we didn’t have before that we enjoy now, is the individual customers being able to manage their own user administration. I think that was a win, and it’s being well received.” said McGee.
Paradigm was able to upgrade their legacy version of InsiteCommerce to the latest version of InsiteCommerce Cloud in only a few months. Customers are already able to experience the benefits of the new portal. The portal is optimized for mobile, includes an improved search experience and offers new ways to present pricing and promotions.
Paradigm is excited for the new portal foundations and are ready for expanded adoption. “If more dealers use the portal, we’re now covered. As we grow order intake online, as a company we’re not only more efficient, but there are more features available that go hand-in-glove to drawing more dealers into the website.” said McGee.
Going forward, Paradigm intends to leverage additional components of InsiteCommerce, such as the advanced product configurator opportunities. These features allow Paradigm to expand custom building options to their dealers online, something they were not able to do before integration. Paradigm will also evaluate other InsiteCommerce opportunities as necessary, such as exploring the potential option of rolling out a native mobile application to their dealers.
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