March 30, 2020
ResMed BigCommerce Case Study

ResMed BigCommerce Case Study


Hi, I’m Rajiv from ResMed Asia. I am the regional customer-facing applications lead. ResMed is a global health care company that operates in 120 countries. Our Indian business was suffering a lot with a lot of manual ordering. We lost on margins, time, efficiency, Errors reputation as a result. So we were strongly looking to see how we could improve on this using [BigCommerce’s] technology to automate digitize the process, and achieve efficiencies and optimizations as a result. BigCommerce has helped us to solve problems like manual order collection, processing orders, checking our credit limits and deal with overdue payments. It helped us with analytics. We had no visibility before to the process, which was very manual BigCommerce has helped us to reduce a lot of manual effort in processing orders There were about 54 hours per week wasted across the team before, which has now almost been eliminated. It gave us visibility into a lot of what the dealer behavior was. It helped us to shift ordering patterns from being in a very busy month into more evened out across the month and providing us a lot of insight into how we could improve going forward. Being a B2B store, I didn’t quite expect that the abandoned cart feature would be of much value But I was quite surprised in the end to find that, we noticed a few patterns of how our dealers were adding certain niche products that we hadn’t much focused on before and this gave us some insights to prompt the sales team to work with the dealers on what was interesting them and how they could improve sales on those products. That was quite a valuable feature for us, which we didn’t expect. Bit of a surprise! Going back 12 months, we were struggling to serve just over 100 dealers in India with the manual process. Twelve months later with BigCommerce in place, we’re able to scale to over 250 dealers in India with an automated digitized process and without having to add more staff and more manpower to manage the process. So we’re looking to scale BigCommerce throughout our market in Asia, B2B and B2C. We’re looking to use it as a Swiss Army Knife not just with ecommerce, but to help us with our order management, customer management inventory, a lot of things that will be really valuable to us as a lean startup in an emerging market across Asia. Given the cultural diversity of Asia across many markets, BigCommerce is a platform with a lot of features that allow you to easily scale across these markets, be it languages, be it tax systems, other features that make it really easy to cookie cutter storefronts across different countries very quickly. This is one of the reasons why we really prefer BigCommerce as a platform going forward in Asia.

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