B2B: Neverfail

The Challenge

How could Neverfail migrate

customer service interactions

from offline to online?

As Australia’s leading supplier of water and soft drinks, Neverfail service over 80,000 offices and homes nationwide. Recognising the demand for online access and greater customer control over account management, the fundamental goal of the digital transformation was to migrate customer service interactions away from their call centres, and onto the online self-service platform. Due to the complexity of the project, the brand sought a highly-experienced commerce partner that would help them completely reengineer their digital purchasing platform for their B2B and B2C customer base.

The Strategy

Work in partnership with Neverfail

to reestablish an understanding of

the ideal customer experience

Due to the agency’s extensive experience in delivering B2B & B2C solutions, eWave were selected to reimagine the end-to-end commerce experience, leveraging Magento Commerce 2 as the core technology platform. Working closely with the Neverfail team to understand their unique customer needs, eWave formulated a digital roadmap that would create an engaged online customer base with easy account management across every device.