Malvern Panalytical

Martin Langley, Programme Manager, Malvern Panalytical
Weaveability were selected because of their experience and ability to incorporate the website directly within SAP, their innovative approach to the eStore layout incorporating Malvern’s branding requirements and, most importantly, because of their team’s working approach.

The previous Malvern Store website was built as a proof of concept to find out if our customers would buy consumables online. This was achieved at a very low cost, so whilst the concept was proven, it also meant that we had a very basic store that was neither user friendly nor a full product range. The it.mx customer portal delivered by itelligence exceeded all our expectations. itelligence’s team were great to work with; they were very responsive, they listened to our requirements and provided solutions even when we didn’t quite know what we wanted.

Employees: 2,000

Turnover: $400 M

Founded in 1967, Malvern Panalytical have worked long and hard to build their unshakeable reputation as one of the world’s leading materials and biophysical characterisation companies. They are at the forefront of the development and manufacturer of analytical instruments which allow you to understand your materials. This includes physical properties testing equipment, nuclear radiation detection and monitoring instrumentation, aircraft engine instruments (except flight), and liquid-in-glass and bimetal thermometers. Additionally, they manufacture surveying and drafting instruments, such as alidades, transits, sextants, theodolites, slide rules, and T- squares.

Benefits and Challenges

Challenges

  • Disconnected from main site
  • Manual aspects wasted time and money
  • Not user-friendly and limited ranges
  • Delivered no significant added value
  • Not representative of high brand standards
  • Duplication of resources for order entry

Benefits

  • Global capability (multilingual/multi-currency)
  • User-friendly platform
  • Added internal efficiencies
  • Improved processes and services that add customer value
  • Seamless brand presence
  • Provision of education, training and software elements
  • Real-time data/communication

Solution

  • it.mx customer portal

Malvern Panalytical transforms customer experience and brings 150% increase in orders

Linking Malvern Panalytical's store to SAP with an it.mx customer portal has allowed Malvern Panalytical to develop quotes through the store and customers to create accounts very easily. Thanks to the easy-to-use CMS, the company can upload new parts to its site within minutes.

Transforming Customer Experiences

Global materials and biophysical characterisation company, Malvern Panalytical, was keen to improve its B2B commerce offering while expanding into new territories, so it called in itelligence’s experts to develop a brand-new B2B customer experience. The exciting new developments that followed resulted in a 150% increase in orders after its eStore relaunch.

Founded in 1967, Malvern Panalytical has worked hard to build its unshakable reputation as one of the world’s leading materials and biophysical characterisation companies, at the forefront of the development and manufacture of analytical instruments that allow the understanding of materials. Headquartered in Malvern, UK, it has subsidiary organisations in all major European markets, North America, Mexico, China, Japan, Korea and India.

As part of the Spectris group, Malvern was keen to uphold the associated stamp of quality and high standards, supported by its Code of Business Ethics. The code was created with evolving business needs firmly in mind, with the mission to improve customers’ products and processes by delivering added value through its services.

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