Case Study: CDcentric
CDcentric is a replicator of compact discs and DVDs that receives sales only through their website. They are able to provide competitive pricing by having less overhead and using an online environment.
Challenges: CDcentric's goal is to provide superior CDs and DVDs while reducing costs. Ordering a high price item such as replication often requires a lot of customer support.
Solutions: The CDcentric.com website was designed with many tools for the customer and the CDcentric staff to help make the entire process easier and more cost-effective.
A real-time e-commerce system allows people to place their order online with a credit card. Customers know instantly if their card was approved or denied, saving time for the staff to have to manually process credit card information.
Live Chat Support
To help convert website traffic to sales, an online Live Chat support system allows customers to send text chats to the sales and project management team. This helps answer any questions about the service and products of CDcentric.com.
Once an order is placed, the customer's Account section has ways of tracking their Order Process. A Project Management System for the CDcentric staff allows them to update various status levels so the customer knows exactly where their order stands (Materials Received, In Production, Shipped, etc.).
To help decrease the timeline of each order, customer can upload materials for printing using the website. An easy-to-use system allows the customer to browse their computer for all of the files they need to send to the CDcentric Print Production team. Once they find them, they are transferred over the Internet in a secure manner.
A re-order discount is given to customers who place the same exact order again, based on the same CD or DVD materials. All it takes is a simple click of a Re-order
Results: The website continues to have over 10,000 visitors per month with a steady growth in sales. Many customers return for additional purchases.