From Retailer to Comprehensive Service Provider

Transform Tony's website and provide customer focused experiences that drive results

Tony's Tyre & Auto Care website needed an overhaul to showcase its evolved brand as a modern car retailer and address issues caused by legacy technology stacks nearing expiry, creating technical debt that was costly to maintain and evolve.

Tony's new website and the user experience also needed to support Tony's business goals to; grow revenue, increase margin, and reduce the cost to serve whilst improving the overall customer experience.

Therefore, Tony's required a scalable solution to deliver a website that aligned with their evolving brand and next phase of growth.

Deliver a scalable website to meet business goals using Sitecore composable solutions

We used the key business goals to guide us to build experiences with flexibility, agility and speed to market.

Grow Revenue - Modernise the overall CX and look of the site to build brand awareness, enhance customer loyalty, and attract a broader customer base to increase the adoption of auto servicing.

Increase Margin - Support upsell and cross-sell opportunities through IA and provide highly engaging and personalised experiences utilising key insights into customer interactions.

Reduce Cost to Serve - Streamlines processes empowering stakeholders to easily create, edit and publish content, enable customer self-service to increase business efficiencies and deliver a modern digital platform that provides a comprehensive online customer experience.

Improve CX - Ensure the website delivers superior customer experience by efficiently showcasing store information, and implementing intuitive search capabilities with user-friendly UX for customers seeking local service stores or mobile service vans.

Through design audits, in-depth user research and interactive workshops we produced key elements based on unique transformation needs that served as the foundational building blocks to build a variety of digital solutions with speed, ease and consistency.

Underpinning the transformation was the implementation of key features such as Store finder, Store details, custom forms and the dynamic ‘contact us' function. These elements enabled customers to easily locate information whilst seamlessly guiding them on their digital journey.

Powered by Sitecore's composable solutions; XM Cloud platform and Sitecore Search, Tony's new website supports their vision of becoming the go-to destination for convenient car care.

Tony's Tyre & Auto Care's new website reflects their new brand profile showcasing their evolution from retailer to service provider. It not only delivers exceptional digital services also upholds it's reputation of delivering exceptional customer service.

Customers are now met with a beautifully designed, intuitive and user-friendly website that seamlessly guides them through the website and places their auto service, repair and maintenance offerings at the forefront. The development of useful online tools also creates avenues for customers to interact with Tony's outside of business hours further increasing customer satisfaction.

Looking ahead, Tony's and Switch have developed a roadmap for future implementations adding new digital features that will further enhance the customer experience and streamline processes from search through to fulfilment.

Key Metrics

• 18% increase in website views
• 31% increase in new users
• 116% increase in "quote" conversions (YOY)
• 19% increase in engaged sessions
• 50% increase in auto servicing revenue (YOY)
• Positive Customer Feedback via surveys