development & design of ecommerce solutions

EXCONCEPT breaks with this traditional agency model, insufficiently customer service and incomplete support. We take the concept of customer service a step further and are a real customer centric agency. What is so game changing about this?

As an e-commerce agency, we make every effort to understand the pain points of customers and develop solutions perfectly fit for their needs while also considering future developments. Our services, business partner network and inhouse processes are centered around the most efficient services for complex projects and satisfying support for our customers from different line of businesses. To achieve this, we organize our developers, project managers and also consultants and designers in specific teams and assign customers to them. This structure provides one direct contact person for each customer throughout the complete customer lifecycle. Depending on the extend of the customer request the assigned team or team member work on the tasks and later requests are solved faster since the team is already familiar with the technical environment.

Our services include e-commerce-enablement for b2b and b2c, data integration projects and online shop implementation to name a few. We emphasize the importance of providing extensive consulting and technical support even after a finished project. With our innovative team structure, we can also provide technical support to new customers aside from our own projects.

Other technical service suppliers in e-commerce work in a project-oriented way. Usually, these agencies have teams of a certain size, fitting to the customers current needs is assigned to a customer project. This happens independently from the project method (Scrum, Waterfall, Lean Development). When a project ends or a customer's demands decrease, this organization is not capable to deliver service to this downsized customer.

Whereas EXCONCEPT evaluates the customer needs and assigns customers to the best fitting team. The needs for services of all customers and the capacity of the team does match on the long term. The team is therefore capable of handling all customers with all their demands. Each team has a two-person project lead. Each customer has one of the project managers as direct contact person. With this structure each customer contact has its built-in representation in case of illness or vacation. This means each customer has his individual contact, not only within a project but during his complete customer lifecycle.

Each team has a start size of two project managers and 6 - 8 Software developers of different provenience. In general, it contains all major development functions for a certain customer type. Frontend Development, Backend Development, Data Integration Engineers. A team is increased in size, up to 12 developer, then the team is split up in two teams and a new project manager is assigned to each one of them. Even in this case a customer keeps his direct contact since the customers stay with the team where his major contact is.

• Implementation of the service team structure • Implementation of the two project manager structure • Introduction with our customers • Implementing growth scenario

During the implementation of the shop instances for air cleaners and shredders, the necessary team requirements of Krug & Priester temporarily increased up to 4 developers in short time periods. Those short peeks in demand for developers was made possible by planning other customers activities around those developments.

This process allows more flexibility for the developers during urgent requests while it still enables us to finish project goals in the given time.

“That's how we desire to cooperate with an external partner agency: completely professional, truly committed, fast and reliable and fun to work with on both sides!” - Markus Foelsch, Marketing Director Krug & Priester

“We are happy to have EXCONCEPT as a strong and reliable partner for shopware shop projects. Their project teams focuses on the customer’s challenges and customer benefits in their work. This results in solutions that are closely aligned with the customer’s business processes.” – Janina Lücker, Key Account Manager Shopware

“I worked on my online shop zwergehuus.ch for ten years now investing a lot of time and love. During this time, I worked together with various agencies. Working with EXCONCEPT is different. For the first time I feel understood and taken seriously. Thank you very much for your help with the development and design of the new online shop. I'm truly happy.” - Séverine Engesser, CEO Zwergehuus

“In our cooperation I come to know the team of EXCONCEPT to be a reliable, competent and innovative partner. They are helping me with all my questions and requests related to e-commerce in a solution-oriented and effective manner. In addition to that it's really fun to work together and realize online-projects with EXCONCEPT.” - Norman Hiltrop, Online Marketing Manager SaluVet

https://www.exconcept.de/