How Tucker French Transformed B2B eCommerce with Experlogix
Tucker French is a trusted plumbing and heating merchant with seven branches and showrooms
across London and the Home Counties. Known for their wide product range and exceptional customer
service, they focus on trade professionals and businesses, delivering tailored solutions that make
procurement simple and efficient.
The Challenge
Previously, Tucker French faced several hurdles that slowed down operations and impacted customer
experience. These included:
- A bespoke B2B eCommerce platform that was difficult to maintain
- Complex ordering needs such as budget and approval workflows
- Customer-specific catalogue downloads
- Customers needing to order directly from procurement systems
As a result, efficiency suffered, and scaling the business became increasingly challenging.
The Solution
To overcome these challenges, Tucker French implemented Intact ERP integrated with Experlogix
eCommerce solutions. This strategic move delivered a fully connected digital experience.
Key elements of the solution included:
- WebShop and Pocketshop for ERP-integrated B2B eCommerce
- Replacing a non-integrated catalogue site with a seamless, unified platform
- Adding Smart Pack functionality
- Real-time stock visibility by branch
- Splitting orders for delivery and collection
- Partial fulfilment options for greater flexibility
- Integrating Klaviyo for personalised marketing campaigns
- Delivery optimisation by postcode and distance
- Launching SOS Delivery for urgent, time-critical orders
- Integrating Google Shopping for better product visibility
- Adding Wufoo Forms for advanced customer interactions
- Enabling “Price on Application” for non-stocked items
This solution streamlined operations and significantly improved the overall customer experience.
The Result
The transformation delivered measurable improvements in efficiency, customer satisfaction,
and business growth.
Efficiencies for the Business
- Automated stock visibility and order splitting reduced manual work
- Seamless ERP integration eliminated duplicate data entry
- Faster processing of urgent orders through SOS Delivery
Benefits for the Business
- Marketing reach improved with Klaviyo integration
- Online visibility increased through Google Shopping
- Real-time stock and flexible fulfilment options enhanced customer experience
Outcomes for the Business
- Higher order accuracy and reduced operational costs
- Growth in online sales and improved customer retention
- Stronger competitive position in the plumbing and heating merchant sector
Tucker French SOS Delivery Service
Tucker French launched its SOS Delivery service, a rapid delivery option designed for urgent orders.
This innovative service is unique to Tucker French and forms a key part of their USP, ensuring
customers receive essential products quickly when deadlines matter most.
