Since 1974, Marmot has been producing high-quality technical apparel and equipment for mountaineers, outdoor enthusiasts, and extreme alpinists. As a company with their philosophy based on a three-fold responsibility towards People, Product, and Planet, Marmot is committed to quality, innovation and continuous improvement.
With these three core values in mind, Marmot consulted with OSF Digital to help their company to gain insight on the best ways to enhance their entire ecommerce experience. OSF determined that it was necessary to replatform Marmot’s ecommerce storefronts, marmot.com and exofficio.com. The overall aim of this move was to ready Marmot for international expansion.By upgrading Marmot’s order management system, improving their customer service workflows, and performing a creative and usability-focused redesign, OSF was able to help this outdoor goods supplier provide a frictionless customer experience - both on mobile devices and desktop.
Before investing in a mobile-first approach, Marmot had to overcome several substantial obstacles, one of which was a performance issue with page load time. Leveraging OSF Digital’s integration expertise on properly replatforming retailers to Salesforce Commerce Cloud, Marmot now has achieved a page load time of less than 2 seconds.
Dramatic page load speed improvements and implementing a fully responsive design were just a few of the various mobile experience enhancements made to the site. OSF developed an innovative mobile-first solution - an express, 5-field checkout flow including an address auto-complete feature.
In addition, OSF collaborated with both Marmot’s technical team, and OMS vendor to design an improved, robust order flow to replace their existing error-prone processes. We implemented an integration tool that helped to eliminate errors from their legacy OMS and helped Marmot transition over to their new OMS.
OSF also implemented a self-service option allowing customers to initiate a return on Marmot’s Commerce Cloud storefront. Any returns processed here are also automatically registered in their OMS. This both reduces the burden on customer service teams and improves return processing times. The result is an enhanced customer experience - especially during peak returns periods in which a return historically could have previously taken up to several weeks.
OSF Digital and Marmot’s design agency collaborated to develop a new content tool using a ‘geo code’ IP feature. Users will receive relevant content based on their location. The collaboration between OSF and the design team led to a truly innovative, unique user-experience that conveys the Marmot brand and provides a seamless customer journey.