It’s All About the Paper AND a Premium Online Experience! Elegant product presentation, streamlined purchasing, and integrated payment solutionsNeenah is recognized as a premium paper and packaging manufacturer. Neenah’s key products and markets include advanced filtration media, specialized performance substrates used for tapes, labels and other products, and premium printing and packaging papers. Their products are sold in over 80 countries worldwide.
With multiple businesses selling products that vary tremendously across many different websites, Neenah’s web presence became fragmented and lacked self-service for B2C and B2B customers.
Internally, Neenah struggled with aging websites that were developed with multiple content management systems. In addition, the many disconnected systems in place require human intervention–including multiple steps and manual calculations–to execute basic tasks. Neenah also needed to be able to manage promotions and cross-selling opportunities more easily, as well as maintain user profiles and track orders more efficiently.
Externally, Neenah’s customers wanted an easier way to navigate the company’s many product offerings. They also wanted to complete transactions–including placing orders, selecting shipping options, paying for orders and tracking them–without contacting customer service.
The first step toward a significantly better user experience was to turn to RDA, Neenah’s trusted Sitecore partner, to develop a strategic roadmap. RDA led interview sessions across the business: sales, marketing, operations, IT, and leadership, to identify pain points and opportunities for growth. RDA also evaluated all existing tools and web properties to identify opportunities for consolidation and improvement. The roadmap provided a series of projects, timeline, total cost, and expected return on investment so that Neenah leadership could make an informed decision.
Neenah’s first three projects produced a new e-commerce platform using Sitecore Commerce, which currently hosts www.neenahpaper.com and www.astrobrights.com. These initial site releases cover a wide range of offerings and the platform sets Neenah up to later add more consumer sites and offer B2B self-service. RDA was among one of the first service providers to implement this platform, which became available in January 2017. The solution RDA developed included integrations with Avalara Tax, Chase Paymentech, UPS, FedEx, and Oracle ERP. RDA also extended the platform to allow Marketing to dynamically add new product categories, control global discounts through a whitelist, and manage order refund workflows.
Streamlined product catalogs and synchronization across business units will allow Neenah to bring products to market more quickly. Automation of certain tasks and efficiencies achieved through integration of previously disconnected systems allows that growth to occur while minimizing additional support requirements.
The new platform was quickly deployed to Microsoft Azure, without having to spend extensive time consulting with IT or hosting providers. During production releases, it was very easy to scale up certain pieces of the architecture to meet the realistic demands of production usage. As Neenah continues to expand, Azure will easily be able to add additional capacity.