A Portal for customers to login to view stock levels and prices for thousands of skus and place wholesale orders. Backorder timeframes are clearly communicated and order status and history available, all minimising the administration time at Head Office and providing a value added service for wholesalers.
A Solution For Every Magento Store
MAGENTO SUPPORT SERVICES
- 8+ years experience building and maintaining Magento websites
- Certified Magento development team
- Magento Community and Enterprise Ed
- Quick response times with guaranteed Service Level Agreement
- Initial site audit, including performance and functional analysis
- Detailed on-boarding and kick-off process
- Dedicated Project Manager
- Flexible pricing options
what services are covered?
Bug fixes, security patch updates and routine updates to ensure your store is always open for trading.
New Feature Enhacements
Development of new features and functionality to ensure your store evolves and keeps pace with your marketing programs.
Analytics & Insights
Set-up of Enhanced Ecommerce tracking and monthly insight reports, to help teams make informed decisions.
Prep and upload of products for new season refreshes and regular product drops, as well as other content updates.
If your site is hosted by your current agency or you're locked into a hosting provider, we can migrate it onto an AWS environment that you own.
Our dedicated and friendly Project Managers won't baffle you with overwhelming technical jargon. (Unless you want us to).
Magento Support Packages
The level of support you need will depend on your monthly revenue, in-house capabilities and targets you've set for the future.
We have monthly retainer support packages and a flexible support option for more ad hoc maintenance.
Types Of Enhancements
We do much more than just bug fixes, working in partnership with retailer's to implement new features to improve revenue and the operating efficiency of their business.
Comfort & Fit
Abandoned Cart Email
Guest and registered members who abandon their cart are sent an email within 24 hours, with a dynamic layout depending on the number of products left behind. This is followed-up with a second email if the order isn’t placed with a 10% offer automatically applied when they click to the website.
Implementation of recurring payments for replenishment products that customers frequently purchase. Subscriptions can be paused, cancelled or rescheduled and notification emails sent for any failed debits.
Design and build of a new responsive homepage with banners to promote core categories and collections and the latest release products. Continuous AB testing (using Optimizely) ensures the content and messaging is constantly fine-tuned to increase conversions.
Pre-order functionality added to collect orders and payments for soon to be released products. The Pre-Order flag and due dates are clearly flagged on all pages and in the order confirmation email so there is no confusion for the customer.
Migration & Performance Optimisation
Migration of the Magento website from a shared server to a dedicated AWS environment. Additional database optimisation and set-up of varnish cache reduced response times by 70%.
Google Shopping Feed
Set-up and management of Oishi-m’s Google Shopping feed, selling own brand and external brand products to a wider audience. Products, images, prices and availability is automatically updates daily from a Magento product feed.
Feature rich Buyers Guide for bags and EDC products, with expert scores, reader reviews, videos and a recommendation engine for users still in the research phase. Specifically created on the back of our SEO research and to capture search traffic looking for “Best of…” search phrases.
Google Analytics Enhanced Ecommerce
Set-up of Google Analytics Enhanced Ecommerce for detailed reporting on the performance of Havaiana’s listing pages, merchandising and product performance. Enhanced Ecommerce allows for in-depth analysis of the Checkout funnel, applying filters to understand abandonment by device, user type (new vs returning) and other segments not normally available using standard tracking.
- Code audit
- Performance analysis
- Extension review
- Functionality analysis (basic)
- SEO review
- Migration (if required)
- Team introductions & kick off
- Jira and Basecamp set-up
- Create prioritised task list
- Present audit findings
The right support package depends on the length of time your site has been live and the revenue you're generating per year.
If you're a start-up or new store and generating less than $200K p/a then the PAYG package (hourly rate) is best.
This is so you can allocate more of your budget to building an audience and less to maintaining the website.
If you're generating more than $200K p/a, you should consider a monthly plan so that you have priority support and additional budget can be allocated to site enhancements that will improve your key metrics.
The response times depend on the priority of the issue.
LEVEL 1 issue - if the site can't transact then you're guaranteed a response within 2 working hours and we'll aim to resolve the issue within 1 working day. In reality, your dedicated Project Manager or Production Coordinator can be reach immediately and we can investigate as soon as it's logged.
LEVEL 2 issue - if the site can still transact but there's a problem which affects a particular process or system (like site search), you're guaranteed a response within 2 working hours and a resolution within 2 working days.
LEVEL 3 issue - if there are problems that have minimal or no impact on the customer’s ability to perform the major functions, you're guaranteed a response within 1 working day and a resolution within 5 working days.
Your Project Manager will be available on mobile, email and Skype so can be easily reached. Alternatively you can log issues with other team members in the office who can follow-up for you.
NOTE: our SLA is only offered on our Monthly Support Packages.
Before we take on another company's code, we need to do a detailed audit so that we understand how the site has been built and to identify any potential issues. This will ensure we are prepared to take over the site when the time comes.
The audit will covers things such as:
- System checking - Magento version, store views, config settings, file systems and security check
- Performance review - existing optimisation, caching set-up, Html validation and performance bottlenecks
- Templates - check templates and file locations
- Plug-ins - installed modules and extensions
- Coding standards - general coding standards and customisation
- Server configuration
All staff working on your account will log their time and provide detailed descriptions on the tasks performed.
Your Project Manager will update a shared Google Spreadsheet every two weeks, so you can see what time has been spent on and hours remaining for the month.
Before we start a contract we'll agree to the minimum number of hours you're happy for us to proceed with, without getting prior approval.
For most of our customers, if a task takes less than 4 hours we just do the work and log our time. If it's going to be more than 4 hours, then we'll provide a breakdown so you can approve the work before we commence.