Case Study: American Office Supply Retailer Achieves $50M Revenue Opportunity with Glassbox

Retailer Leverages Digital Experience Intelligence to Discover a $50M Revenue Opportunity

American Office Supply Retailer, an American retailer with 1,400 stores and a large e-commerce and B2B operation, needed a faster way to understand customer behavior and measure the impact of product changes and A/B tests. Reliance on devOps/IT for tagging and reporting slowed analysis, delayed insights into emerging trends, and made it difficult to evaluate the experience of small business customers. Glassbox’s digital experience intelligence (DXI) platform was used to address this challenge.

Using Glassbox, the e-commerce team created custom attributes and ad hoc funnels to analyze free-shipping messaging, abandoned carts, and revenue impact without engineering support. Glassbox helped them identify that 55% of small business customers who saw the “minimum order amount not met” message did not place an order, and that the issue drove more than $980K in lost revenue in one week. By removing the minimum order requirement for that segment, American Office Supply Retailer improved customer experience, reduced analytics engineering costs to $0, and uncovered a $50M revenue opportunity.