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Increase in Customer Satisfaction (CSAT)
Decrease in Page Exit Ratio
Increase in New Sessions

The Client

The Exchange enables anonymous buying and selling of international and domestic commodity-grade resin (CoPP, GPPS, HDPE, HIPS, HoPP, LDPE, and LLDPE) through a real-time marketplace. This company has access to most producers’ railcar offerings and 100+ million pounds of warehoused resin through its relationships with brokers, traders, distributors, and manufacturers.

The Challenge

The Exchange was witnessing a decline in engagement and return visits due to a lackluster customer experience. They required predictive analytics, advanced visualization, and real-time data availability, integrated into multiple data feeds. The improved decision-making enabled by these refined capabilities would give customers the clarity they needed to buy and sell confidently.

Solutions Provided

  • An AWS-based solution that connected the real-time commodity stock exchange with The Exchange's portal.
  • A connected online feed with synchronous, real-time sessions to automatically update data and facilitate fast, informed decision-making.
  • An integrated platform with different data sources for a single, unified view covering the entire buying/selling lifecycle.
  • Transformed user experiences with real-time analysis of journey maps and a custom omnichannel experience.
  • A user acquisition strategy utilizing advanced analytics technology to raise awareness and acquire returning customers.

Brand Impact

  • A complete customer experience transformation increased CSAT by 12%.
  • Custom search functionality and a revitalized brand engagement strategy amplified user acquisition by 36%.
  • Mapping the user journey resulted in a better understanding of the typical end-to-end experience.
  • Predictive analytics models and business intelligence systems yielded reports with broad insight into development priorities.
  • Algorithms derived from customer behavior illuminated data-driven decision-making.

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