Tirlán’s digitalisation journey continues with the launch of its new Consumer shopping platform

Tirlán recently undertook a project to digitalise its Consumer shopping platform. Headed up by Cathal Murphy, Head of Customer Service and Gillian Cassidy, Customer Service Manager – Consumer Category, the new platform allows Tirlán business customers to place their orders online, view previous orders and reorder items, all with the click of a button.

“Previously, customers would have either called in orders or emailed them to us. A year and a half ago, we decided to investigate whether there was an opportunity to digitise the experience. Since then, we’ve been working with our IT teams to develop and build out a new web portal,” said Cathal. Since the platform’s launch in October 2022, about 40% of Tirlán’s customer base are actively using it. “We’re taking a phased approach to increasing that figure. By the end of February, our aim is that all our eligible customers will be using it.”

The new platform is, says Gillian, extremely easy to use. “One of our key ambitions with the platform was to ensure the experience would be the same, if not better, for customers. We wanted to create a platform that would be intuitive, simple and straightforward to use and going on feedback we’ve received so far, we have achieved that. Over time, we intend to build in new functionality to further enhance the experience for customers.” The consumer business side of Tirlán is a complex entity, tasked with taking orders from different depots around the country and dealing with different delivery dates and cut-off times. “There’s a lot of nuance that had to be factored into the design and build of the platform, which we achieved,” said Cathal.

Tirlán’s new platform is making life easier for customers. “We have created a better customer experience which will help drive operational efficiencies for the business. Ultimately, it’ll allow us to move our customer service contributions up the value chain and deliver more value-added support for the business,” said Cathal.