Digital Transformation of The Gift with DynamicWeb

The Gift, a leading supplier of bags, trolleys, home accessories, and electronics, has actively optimized its business processes in recent years. Until recently, inventory was managed in Excel, leading to inefficiencies and an increased risk of errors as the company grew. Following the successful implementation of Microsoft Dynamics 365 Business Central, the next objective was to introduce an integrated e-commerce and PIM solution. DynamicWeb was chosen for its seamless integration with the ERP system, flexible web design, and advanced PIM functionalities.

With DynamicWeb, The Gift launched a new website and a user-friendly customer portal, enabling customers to easily view inventory and product information and place orders.

This has led to a significant efficiency boost within the company. In the first six months, 63% of customers utilized the webshop. Additionally, the integration of the PIM system has structured internal processes, reduced errors, and enhanced customer experience, establishing a foundation for international growth.

Four years ago, The Gift faced a major challenge: its business processes heavily relied on Excel spreadsheets and manual data entry for inventory management, orders, and product information. As the company expanded, this approach became unsustainable. The inefficiencies led to errors, frustrations, and impacted the customer experience, especially during the holiday season when orders for Christmas and year-end gifts surged. The lack of inventory visibility resulted in overflowing inboxes and calls asking, “Do you still have this product in stock?” Additionally, the order process was labor-intensive, involving multiple systems.

To overcome these challenges, The Gift invested in Microsoft Dynamics 365 Business Central. Following this successful implementation, the logical next step was to optimize their e-commerce and product information management (PIM). The goal was to introduce a self-service customer portal, allowing customers to place orders independently, reducing pressure on internal teams and minimizing error rates.

Once The Gift decided to work with DynamicWeb, they started implementing a fully integrated e-commerce platform and PIM system. The webshop was set up as a self-service portal for customers, offering real-time product availability, order status, and a user-friendly ordering experience. The DynamicWeb PIM system was used to centrally manage product data and optimize workflows, allowing all departments to work together more accurately and efficiently.

The website was also created in multiple languages to support The Gift's international expansion, starting with English and German versions.

The Gift assembled a focus group, including representatives from the commercial, marketing, data, and IT departments, to find the right e-commerce and PIM solution. The group drafted a comprehensive list of requirements and started by evaluating several providers.

In addition to DynamicWeb, they also considered Sana eCommerce and Shoxl eCommerce.

After a series of demos and discussions, DynamicWeb emerged as the best choice.

Several factors were decisive for The Gift:

• Standard Integration with Microsoft Dynamics 365 Business Central: This was crucial for seamlessly connecting their ERP system with the e-commerce platform.
• Flexible Web Design: DynamicWeb offers the freedom to fully customize the website without being limited to standard templates, which is essential to The Gift's emphasis on a visually appealing webshop.
• Advanced PIM Functionality: The integrated PIM system allows for more efficient product data management, streamlining processes and reducing the chance of errors.
• International Experience and Network: DynamicWeb has a proven track record internationally, giving The Gift confidence in a scalable solution that supports their ambitions for international expansion.

Though the project has only been live for six months, the initial results are promising. Approximately 13.6% of orders now come in through the new webshop, which previously relied entirely on email or phone. Additionally, the webshop has contributed to a more efficient order processing experience. Furthermore, 63% of customers have placed at least one order via the webshop, indicating strong platform adoption.

As for the PIM system, The Gift reports that workflows within the company are now much more structured. Departments have a clearer understanding of expectations, and the frustrations associated with manual product information management have been drastically reduced. All these improvements have led to better customer experiences and internal efficiency, preparing The Gift for future growth.