Polaris, a top powersports manufacturer – known for its industry-leading ATVs (all-terrain-vehicles), snowmobiles and motorcycles – has a rapidly growing e-commerce business focused on selling parts, garments and accessories (PG&A). To meet customers where they are (digital and at dealers), the e-commerce team partnered with Nerdery to reinvent its omnichannel customer experience and generate additional value for its dealer network by launching a ship-to-store capability.
Striking the right balance between channel partners and channel competitors has become increasingly difficult as manufacturers expand their e-commerce capabilities. Polaris saw this expansion as an opportunity to build customer loyalty and deepen its dealer-network relationships. Additionally, they recognized the need for a consistent, more efficient online shopping experience, as customers have come to expect with Amazon-like service. Polaris engaged Nerdery to improve the e-commerce fulfillment experience for all customers, warehouse workers, call center employees, and dealership teams – removing friction at critical moments throughout the e-commerce ecosystem.
To bring this improved experience to life, Nerdery conducted a comprehensive experience analysis to pressure test every element. Next, we created a strategic roadmap to plan the foundation of e-commerce work, designed a pilotable interface for seamless testing while the site was live, streamlined customer communications to reduce confusion, and then designed the end-to-end ship-to-store capabilities.
When it comes to aftermarket parts, the battle for consumers has never been stronger than it is today. The new ship-to-store capability seamlessly integrated into Polaris’ existing ecosystem through close collaboration. This allowed them to maintain their competitive edge by quickly adapting it to their customer experience needs, creating an industry-best e-commerce experience in under five months.