Case Study

How Linde is Bringing B2C Simplicity to B2B Complexity

Go from solving findability issues to elevating your buyer experience. See how this Fortune Global 500 organization uses Coveo to reduce friction, improve efficiency, and drive revenue growth in a complex B2B environment.

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Case Studies

How Linde is Bringing B2C Simplicity to B2B Complexity

If you want to deliver a truly customer centric experience, you can't do it without intelligent search. Linde is one of the world's leading industrial gases companies. And while we're known for supplying essential products like oxygen, c o two, and dry ice, our digital commerce strategy is all about making it as easy as possible for our customers. My team and I are focused on digitizing the way Linde does business, building an e commerce strategy that is about removing friction and making product discovery seamless. We want to give customers instant access to the information they need and deliver an online experience that feels as effortless as the b to c sites they're used to. Before implementing Coveo, customers often struggled to locate the right information, whether it was data sheets, product marketing pages, or technical documentation. This led to a high volume of customer service requests and ultimately lower conversion rates and missed sales opportunities. With Coveo, customers can just type into one box and get what they need. They're finding relevant products and content much faster, and they're adding items to their baskets much early in the browsing journey. And we're seeing far fewer zero result pages. We've seen measurable improvements in conversion rates and average basket size, proving the impact of a smarter AI powered search experience. Coveo is also helping my team work much more efficiently. For our e commerce managers, Coveo has significantly reduced manual effort. In the past, they had to define cross sell products manually and carefully correct the order of products on category and product list pages. Now much of that is automated and optimized through AI, saving considerable time and freeing the team to focus on more strategic tasks. Additionally, we now have access to valuable insights into customer search behavior, which helps us identify content gaps and better align our content strategy with user intent. Looking ahead, we started with search, added product recommendations, and have just launched optimized product listing pages. Generative AI is also on our radar. Our experience working with the Coveo team has been very positive. They've been highly responsive and supportive. They were flexible, solution oriented, and willing to find compromises to help us move forward. That kind of partnership has been key to our success.
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