Case Study: Blackwoods boosts digital adoption and customer satisfaction with Coveo

Driving B2B Digital Acceleration with AI Search

Blackwoods, Australia’s largest supplier of industry and safety products and inventory solution services, wanted to accelerate its digital capability and deliver an industry-leading online experience for customers. After launching its new web platform on SAP Commerce Cloud, Blackwoods looked to improve search and product discovery, and partnered with Coveo to strengthen the user search experience.

Coveo implemented its AI-powered search and machine learning capabilities within SAP Commerce Cloud to improve listings and self-service. The results were strong: digital penetration rose from 33% to 55%, 70% of add-to-carts came from search listing pages, and null searches dropped from 18% to 10%, helping customers find products faster and reducing calls to the support team.

Blackwoods

Noshir Jariwala

Digital Product Manager