Case study: The Sherwin-Williams Company (B2B)
Solving the business and product complexities faced by Sherwin-Williams’ largest customer segment.
How do you deepen customer relationships in the digital age?
The Sherwin-Williams brand is built on customer service. For many paint pros, they are on a first-name basis with their local store team. The challenge was to deepen customer value - and also scale customer growth without loosing Sherwin-Williams hard-earned reputation for dedicated and reliable customer service?
The insight and solution.
Painters don’t just need help buying paint. They need help painting. Sherwin-Williams is a historic paint company, who supports small businesses and contractors around the globe. Speed and efficiency are top priority in a variety of administrative tasks, that are often crucial but repetitive and a distraction from valuable time spent on growing their business. Sherwin-Williams answers the call with it’s Pro App, providing business-crucial tools for it’s customers while leading the way to designing new workflows and relationships with it’s most valuable and loyal customer segment.
(SHW) has gained $8B to $22B growth in revenue since 2008, continuing it’s 150 year tradition of innovation and success.
Key Clients: Vice President of E-commerce, Vice President Digital Marketing, Senior Director, E-Business & Digital Customer Experience
Core Competencies: Omni-channel strategy, branding, mobile commerce design, e-commerce, employee and customer communication design
My Role: As a lead on a long-standing relationship with the client, I provided creative direction and design leadership to align a variety of stakeholders to launch and land this successful mobile experience.
Pilot Launch Returns
$4M
The limited territory, pre-season pilot logged $4M in sales, proving a clear path to ROI and North-American launch and GTM activations for Sherwin-Williams largest and most profitable customer segment.