Technology Industry Case Study - The Exchange
Navigation Icon
Epikso Logo Blue
Epik Solutions Contact Number
Customer Satisfaction (CSAT) increased by
Page Exit Ratio decreased by
Percentage of New Sessions increased by

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 with confidence.

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 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.

Make Your Business Transformation a Reality

The power of today's new digital landscape is vast and growing. We are here to help you make a statement with a team that spans media, strategy, digital, data consulting, social media and workforce transformation.

Next Icon