TechSmith, a leader in screen capture, recording and editing, faced a significant challenge: replacing its multi-million-dollar eCommerce store without disrupting ongoing sales. This case study explores the journey of redesigning TechSmith's eCommerce platform, highlighting the challenges, the process, and the successful outcomes.
TechSmith's existing eCommerce vendor was inadequate - poor integration, fulfillment issues, and a non-responsive service model led to customer dissatisfaction and internal inefficiencies. The goal was clear: transition to a platform that could seamlessly integrate with TechSmith's sales, fulfillment, and authentication systems while enhancing the user experience and maintaining uninterrupted sales.
We devised a phased approach to the work that allowed the team to be confident in shipping frequently, minimizing customer impact early on and mitigating risks to revenue throughout.
The project was a triumph. Implemented with no major incidents, it led to a minor increase in conversions and a signifcant reduction in online transaction costs. FastSpring has proven to be a great partner and the system has undergone several iterations, adapting to evolving market and business needs as TechSmith continues to move towards a SaaS-first model.
This eCommmerce store redesign and platform selection project represented a significant milestone in our journey to enhance our online sales infrastructure. Transitioning from a vendor that was misaligned with our evolving needs to a more flexible and integrated solution with FastSpring not only addressed our immediate challenges but also created a solid foundation for future growth and adaptation. Through diligent research, strategic testing, and collaborative design and implementation, we successfully overcame obstacles related to fulfillment issues, system integration, and user experience. The agile approach facilitated continuous improvement, allowing us to deliver value efficiently and adaptively, while closely monitoring and responding to the needs of our business and our customers.