RIA Connect leads its industry in online product promotion and customer service

Project Components

• Web site design
• Administrative database development
• Content management system

The client: RIA Connect

RIA Connect is a manufacturer of high quality European terminal blocks, RJ-45 Jacks and Telecom Jacks for the Global market. Located in Tinton Falls, New Jersey, RIA Connect is an affiliate of RIA CONNECT GMBH of Blumberg, Germany.

Goals and Challenges: Breaking into a new online market and utilizing the web to enhance customer service and streamline business operations

In the early 1990’s, an Internet presence for a company such as RIA Connect (then RIA Electronic) was almost unheard of. RIA wanted to target Original Equipment Manufacturers (OEMs) and distributors of its products utilizing emerging technology and media. The company’s business challenges included the following:

1. Make your web site work for you, and decrease customer service calls, add value to your business and convert visitors to loyal customers. Pay attention to your industry’s needs and let your site evolve to fill them.
   Relying on traditional methods of referencing products, distributors expended a good deal of time on customer service tasks, taking requests, locating products via catalog and checking inventory. RIA needed a more efficient system so that distributors would have easy access to key information.
2. RIA had a staff of human resource personnel at its service and wanted to save costs on outsourcing additional web work by providing its staff with the ability to maintain web content in-house.

The project: A targeted web site and an administrative system

To provide RIA with the Internet presence they wanted and the customer service features they needed, we developed the following:

• A database populated with RIA’s full product line – the database provided the back-end for all of the search and administrative functions available to RIA distributors and staff. The database included product inventory and specifications, engineering diagrams, newsletters and other data available for viewing or download on the RIA site.

• Both simple and advanced search features – visitors had access to RIA’s inventory through a simple drill-down category search, or through an advanced search option that included search by full or partial product number.

• Quick and easy product access for distributors – distributors could access the full RIA product line, product specifications and inventory status. They were also able to generate stock status reports.

• Research functionality for OEMs – OEMs could research products and request catalogs or product samples as well as cross-reference more than 15,000 terminal blocks from over 10 manufacturers with RIA’s equivalent products. Once OEMs located a desired product, they then had the option to use the site to locate distributors by state or telephone area code.

• Administrative capabilities for RIA staff – RIA could independently update its web site through use of a private, password-protected online content management system. The system allowed RIA to change photos, content such as news and press releases, product specifications and inventory.

The benefits: Revolutionized customer service and substantial cost-savings

• Improved customer service. With vital and frequently requested information available electronically along with advanced search and research capabilities, RIA realized a noticeable reduction in its sales cycle. Engineers, distributors and OEM buyers were independently and immediately able to have their technical questions addressed, assisting them in making quicker, more educated purchasing decisions.
• Save time and money. With the ability to make all significant site updates in-house, RIA can keep costs to a minimum while maintaining independence. Changes are easy to make, require no additional knowledge of technology and do not interfere with the functionality of the site.

Production Notes

We have worked with RIA through two redesigns and numerous site expansions over the past decade. We are continuing to work with them on expanding their database functionality. Like all custom projects, this database was built for scalability, ensuring that enhancements and additional features could be added efficiently and cost effectively as the company’s needs change.