Expanding Market Reach through Omnichannel Approach: A cleverbridge Case Study

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Based in Germany, cleverbridge provides ecommerce and subscription management solutions for monetizing digital goods, online services, and SaaS across various industries. However, the company faced a significant challenge in expanding its customer outreach and improving customer experience. Their existing solution was a desktop app, which was only available on Windows, thereby excluding users of other operating systems like macOS, Linux, and mobile devices. This limitation was a competitive disadvantage as it restricted their client outreach to only Windows users. Additionally, the app had been in use for 14 years without any updates, making it outdated and not in line with current customer needs. Another issue was the quality of the analytics reports included in the company’s product offering. These reports lacked visually-informative data, making it difficult for clients to understand their subscription details such as revenue and number of new customers.

cleverbridge is a Germany-based company that provides comprehensive ecommerce and subscription management solutions. They specialize in monetizing digital goods, online services, and SaaS across a variety of industries. Their offerings include a cloud-based ecommerce platform that simplifies recurring billing, optimizes the customer experience, and offers comprehensive global compliance and payment capabilities. Leveraging their expertise, technology, and services, they help B2C and B2B clients acquire more customers, improve retention, and grow their revenue in international markets.

N-iX, a technology solutions provider, helped cleverbridge migrate their desktop solution to the web, build a brand-new UX design, and enhance their value proposition to customers by designing lucid BI reports. The UX design was completely revamped, focusing on end-user needs. The lean UX approach and iterative prototyping methodology were applied, and interactive prototypes, UI, and design libraries were developed. Complex user testing was performed during the development of modules, and final products were validated. A customer-centric approach was adopted, with key stakeholders and customers contributing to all stages of the UX process through workshops. These workshops validated the set of features to be released, designs, and performed beta testing with seven clients before modules were released to the customers. N-iX also supported the frontend implementation of the new application module by module, as well as the backend integration of the web-based application. Their extensive knowledge in Power BI was applied to build lucid and informative Business Intelligence reports for the company’s clients.

• The migration of the old desktop application to the web, along with its backend integration, has allowed clients on different platforms and devices to easily access the application. The web app now features a brand new UX design that is much more appealing to customers than the previous, 14-year-old version. To ensure the app meets the clients' needs, they were engaged in validating features to understand which existing features to be migrated to the web, and which ones are outdated and not used anymore. For example, pop-up windows were provided to verify that customer actions are precise as the app involves a variety of payments. The improved BI analytics have not only satisfied the largest client but also provided an opportunity for cleverbridge to enhance its value proposition to other clients. The company is now considering offering such customized analytics to other customers or building the tool in the service offering and enabling clients to create such reports in their accounts.

• Increased potential client outreach due to the availability of the application across different operating systems, browsers, and mobile devices.

• Improved user experience due to the new UX design.

• Enhanced value proposition to clients due to improved BI analytics.