Benefits of e-commerce include reaching new customers and better personalizing service. But what if your customers need – and have spent decades relying on – the in-store expertise of your associates? To find a very specific product? For use with another very specific product? To accomplish a very specific task?

“More and more of our users are coming online…[and] they still want to have the similar guidance and the systems they had in-store,” Ganna Lobachevska, the touchpoint owner of Product Finder and Product Guidance at Bosch Power Tools Accessories, told SAP at NRF 2023 for a new video. “Our overall goal is to make it easier for our users to find the right accessory for their job.”

Of course, making something easy to do on the front end is seldom easy to build on the back end. And that was Bosch’s challenge when helping online shoppers narrow their search for the perfect jigsaw blade, drill bit, or abrasive wheel from a truly massive accessory portfolio.

“Any company with a wide range of products has to think how they can simplify the user journey…and how they can make it easier for the customers to find the right product,” Lobachevska said. “With the Bosch Accessory Advisor, we provide a solution that makes it easier and faster.”

Building that easier, faster solution meant finding a high-tech way to satisfy a peculiar demand by online shoppers.