The Client
Broder Bros., Inc.
The Challenge
This client’s mission was to successfully complete the development of an application that was under the management of a national Web site development firm. The client was not confident in the current firm’s ability to execute the complete project, and asked Haverstick Consulting’s development team to take over.
After reviewing the business requirements and developing a successful proof of concept, Haverstick was awarded the opportunity to make the application a success. The client’s goals:
- The ability to provide 30,000–40,000 retailers access to an extensive online catalog where they could check stock, review prices, and order products
- The ability to update all catalog content information (such as pricing and availability) through an internal content management process
- The ability to dynamically calculate all shipping charges based on warehouse location and customer location
- The ability to offset traffic to the call center and subsequently reduce operational costs
- The ability to increase customer service quality to remaining call-center traffic
The Haverstick Approach
Haverstick Consulting worked with the client to reconfirm the business requirements of the solution and redesign the application interface. We constructed, tested, and implemented the resulting solution.
Aspects of particular importance to the client:
- Stability—Given the traffic and sales volumes that would be experienced on the site, the application needed to be stable and live at all times.
- Manageability—Having the ability to manage all critical content internally was important to the client. Because of the volume of content that required daily updates, the client needed to be able to control content at all times.
- Design—The site needed to appeal to a large audience, both the Broder Bros. retailer and the normal consumer. The design also needed to be intuitive and easy to use.
The Result
The BroderBros.com site was entirely redeveloped within six months. The site was successfully deployed in time for the client’s annual convention, and was very positively received by its audience.
- The application is robust, complex, and highly stable.
- The site has experienced less than .1% unscheduled downtime as a result of application issues since its inception.
- The call-center traffic was reduced significantly; call center on-hold time was reduced from 29 minutes to 7 minutes.
- Over $3,000,000 in cost savings was gained by eliminating the need for additional call-center expansion.
- Over $96,000 on CSR training was saved in the first year of site deployment.
- The Web site successfully handles over $1,500,000 in transactions per month.
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