In It to Win It: O.Berk Invests in Superior Online Customer Experience

Published by Bari Faye Siegel at May 31, 2016

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The late great comedian George Carlin was well known for a funny bit he did on stuff. “Everybody’s gotta have a little place for their stuff. That’s all life is about. Trying to find a place for your stuff,“ he used to joke. In fact, “A house is just a place to keep your stuff while you go out and get more stuff.”

For more than a century, O.Berk, a New Jersey-based packaging solutions company, has been selling quality containers to hold, ship and store all that “stuff” consumers can’t live without. With the advent of the Internet, the company naturally brought its catalog online, making it easier than ever before to shop, compare and purchase O.Berk’s packaging products.

However, over the years, the company’s product line grew, IT systems became more complex and O.Berk’s market share increased. That’s when the company’s chosen eCommerce solution, Magento, became more of a hindrance than a help to O.Berk’s online expansion strategy. Poor data quality led to inefficiencies – in both time and money – for customers and O.Berk’s fulfillment team. Simply put, customers were unable to find what they needed on the company’s outdated website and accurate inventory was not reflected online. It was frustration at every turn. Even worse, the company had invested in Salesforce but was not able to enjoy all of the anticipated efficiencies the CRM solution is able to create for users.

The solution was clear to O.Berk’s online marketing manager, Jonathan Wong: improve efficiencies on the back end so customers would be able to access timely data on the front end. And, he decided it was time to give oberk.com a colorful, friendly facelift, as well.

After partnering with Internet Creations to create a public-facing online product catalog using Salesforce data, O.Berk realized significant return on investment. Not only is the company’s online inventory data more reliable, website leads have increased by 20 percent! The newly redesigned product catalog leverages the cloud-based CRM for product information, including descriptions and photos. It’s easy to navigate, too, further enhancing the customer experience.

“This was a complex project, but Internet Creations was up to the challenge,” said Wong “With their expertise in Salesforce and web application development, I was confident that I could leave that side of things to them, which freed up my time to focus on the front-end design.”

Read more about O.Berk’s journey to efficiency with Internet Creations and Salesforce. For more customer success stories, visit Internet Creation’s customer page.