“No one understood the complexity of our product. Until I spoke to the people at rb2 about it.”
As general manager, Maayk de Poorter is ultimately responsible for all business decisions and results of Lavazza Nederland. “Certainly in the catering industry, good service is a prerequisite for retaining your customers,” says Maayk. “In our three Dutch training centers, we, therefore, teach the employees of our catering customers exactly how our machines work and how to make the perfect cup of coffee. But of course, our online service is at least as important. ” Many catering customers of Lavazza Netherlands work daily with a great passion for an optimal product, but like to spend as little time as possible on administrative tasks. "Of course that also applies to many business customers," says Maayk. "The desire to relieve them as much as possible was an important reason for launching a new website." In addition, this website had to respond to the growing needs of customers regarding the personalized transaction and product information.
Due to the great importance of the new website for Lavazza Nederland, Maayk spent a lot of time in its search for the most suitable technical partner. “In the end, we asked four parties to explain their ideas in a pitch,” he says. “Rb2 distinguished itself with a clear vision and clear way of communicating. We also liked the fact that we sat down with the responsible delivery managers from the start. With other parties you usually talk to a commercial representative. He then has a beautiful story, but rarely shows itself in the following process, while all kinds of other people suddenly "nuance" the beautiful promises. The specialists at rb2 immediately put the agreements made down on paper in detail and continuously tried their best to fulfill them as quickly and accurately as possible. ”
Delivery managers are responsible for the successful development process. “There were several factors that made the realization technically complex. Lavazza needed an e-commerce platform that could integrate seamlessly with other systems and deploy across multiple countries. In short, a flexible and scalable platform. In addition, the B2B and B2C activities had to be unified to save managing multiple catalogs or duplicating work on the backend. To respond to these wishes, we opted for the e-commerce platform Virto Commerce. ” During the development process, clear communication from rb2 remained a constant, according to Maayk. “Another quality with which rb2 distinguished itself was the very broad knowledge of all kinds of innovative technological possibilities. rb2 came proactively with suggestions throughout the project. ”
Meanwhile, the outdated Magento website has been replaced by a completely new e-commerce platform that serves the more than 4000 business customers of Lavazza Nederland. The new platform offers Lavazza's customers a completely unique environment. "The functionalities of Virto Commerce make the product options fully configurable for both B2B and B2C activities," says Quinten. “In our own environment we can now show each customer their own range, their own pricing, their own agreements, and their own order history,” says Maayk. “Everyone knows exactly where they stand at any time. We are also responding to the increasing need for detailed product information. In addition to serving a good cup of coffee, it is also increasingly important that you can tell something about that coffee. The people we train regularly want to read information about, for example, taste profiles or technical specifications of coffee machines. They can now easily find all the desired information on the new site. ”
According to Maayk, rb2 succeeded in perfectly translating Lavazza Nederland's package of wishes into a platform that seamlessly meets market demand. “In addition, our own work has also become a lot easier,” he says. "The different software packages and platforms we work with are now all linked together." This was achieved by linking to the Zegris ERP system, which allowed all data to be synchronized. “As a result, my account managers have become more decisive and can respond more quickly to customer wishes and trends. In summary, the end result delivered by rb2 has significantly exceeded our expectations. ”
The platform is still being developed and continuously expanded. Here too, rb2 provides full development and technical support at every stage of the development process. “New functionalities ensure that Lavazza Nederland can serve the business, catering, and consumer market even better. Within this process, our team works closely together according to the Scrum framework, which allows us to switch quickly when necessary. ”