Learn how TUA achieved digital B2B transformation from an established B2C.
About TUA Retail
With more than 10 years in the market, TUA has stood out for its commitment to quality and diversity in its offer. With 83 branches, 68 brands marketed and more than 4,000 products in its catalog, TUA has been a benchmark in the retail market, always seeking excellence in customer service.
The challenge: How do you build digital B2B transformation starting from an established B2C?
Despite its strong presence in the B2C market, TUA was facing challenges in its expansion into the B2B arena. Issues such as customer churn due to low service levels, stock-outs, manual processes, territorial coverage limits, order tracking issues, order inconsistencies and long delivery times were hindering its growth in digital channels.
The solution
TUA decided to partner with Known Online, as a development and consulting partner, and chose VTEX as its ecommerce platform. Together, we set out to achieve TUA’s digital B2B transformation, leveraging its strong B2C foundation.
How did we set out to solve it?
- VTEX store set up: A B2B store was implemented in the same environment as the B2C.
- The design and aesthetics of the B2C were replicated, maintaining the consistency of design and aesthetics.
- Integration of internal systems: Customers, price lists and stock were synchronized, allowing a more efficient control of the operation.
- Sales team training: Training was conducted to adapt the sales team to the new B2B dynamics, focusing on agility and improving the customer experience.
Actions implemented for digital B2B transformation from an established B2C.
- Adaptation of the B2C site template to B2B, adding the functionality of a closed portal.
- Synchronization of customers, price lists and stock.
- Customer application portal.
- On-line credit control.
Results
- Streamlined sales process: The implementation of automated processes has streamlined the sales process, improving the customer experience.
- Expansion of territorial coverage: We have been able to expand our territorial coverage, reaching new customers and markets.
- Elimination of stock-outs: Stock synchronization has eliminated stock-outs during the purchasing process.
- Improved customer experience: The implementation of a closed portal has improved the customer experience, allowing them to access relevant information in an agile and secure manner.
- Increased participation in digital channels: TUA’s participation in digital channels has increased significantly, reaching 13% of its total sales.
- Strengthened digital team: With 5 people in the digital team in 2024, TUA has been able to consolidate its presence in the digital sphere, ensuring specialized support for its online operations.
The collaboration between TUA and Known Online has shown that the digital transformation of a B2C company to a B2B model can be successful with the right strategy. Systems integration, team training and the pursuit of excellence in customer service are key to success in this transition.
Would you like to implement a digital B2B transformation project from an established B2C? Contact us.
