Xtend Life

What the Customer Needed:

Xtend-Life are one of New Zealand's leading suppliers of nutritional supplements. They take pride in delivering a superior product using state-of-the-art equipment, providing a rich and detailed knowledgebase for customers to make informed purchases, and then backing it with personal customer service.

They needed a website to reflect that, along with a fully integrated order handling system to enable them to manage high order volumes with fast turnaround, as well as providing excellent customer support.

What we Delivered:

Our CMS-backed website provides them:

• Multiple language support;
• Layouts configurable by the web-based CMS editor, with an intelligent system of defaults and overrides;
• Advanced content editing, allowing the company to generate richly designed content without HTML or CSS knowledge;

The site currently contains over 1,000 pages of content, and a Thai version is currently being prepared. Customers can make and complete simple orders or enter an auto-shipping loyalty program, and view full account and order histories, all through a secure login.

Using our web-based Order Processing System, Xtend-Life can then:

• Efficiently view and process orders the moment they are placed, generating all shipping and customs documentation;
• Manage bulk auto-shipped orders placed through their Loyalty Program;
• View and manage customer details, including full order histories;
• Efficently review and process payments;
• Administer a sophisticated distributor and affiliates program;

Our Approach

Much of what we provided was new to the customer, and it was important to them to be able to implement very specific details, as well as to evolve their needs as they saw potential to revise their own workflows. We provided them with a single point of contact who managed the project through its entire lifecycle. This gave them the confidence that their needs were being heard, understood, and correctly implemented, something previous suppliers had been unable to provide.

The Benefits to the Customer

Since the introduction of the new system, Xtend-Life have:

• Enjoyed a steady upturn in sales, mainly due to new customers attracted to the new site;
• Reported increased customer satisfaction;
• Been able to maintain customer service levels with an increased customer based, increased turnover, and a reduced processing staff;