Siloed digital assets
Imerys’ needed to consolidate its 60+ niche websites, which spanned multiple platforms and styles, and create one unified digital landscape. The customer experience wasn’t optimized and engagement was low. And its existing digital image created other problems, too – the sites each had a very different look and feel and were costly to maintain, and the company’s product catalog was splintered. This wasn’t representative of Imerys’ future digital vision.
Customer centricity was the central aim of Imerys’ Customer Digital Experience (CDX) project. It wanted to unify its digital image, improve the lead-management process and create a better user journey while ensuring the platform’s security and future stability. Imerys needed to define its value proposition, guiding principles, and target architecture. So the project kicked off with a deep-dive internal scoping phase.
Improved brand image
Imerys was able to bolster its industry credibility and offer its clients a user-friendly way to access quality, up-to-date content, thereby enhancing customer experience across all touchpoints and boosting satisfaction.
Boosting traffic and leads
With an improved lead-management process, Imerys’ monthly traffic increased by an average of 40% within the first six months of launch. It also saw an average lift in monthly leads of 18%.