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2022.05.17 Enhanced Omni-Experience Picture

Enhanced Omni-Experience


Over the past year, the D-Force has been working diligently to implement significant enhancements to Sonepar’s overall online experience. The goal is to ensure key functionalities of our omni-channel experience are constantly being improved in order to ease our customers’ day-to-day interactions with us.

“In today’s digital world we must continuously focus on a frictionless customer experience. Most recently we implemented an AI driven Spark search that makes it extremely easy to find products online and a mobile Scan&Go feature that facilitates an express checkout in our branches. More than ever our customers are telling us that our growing digital capabilities along with our product and sales expertise, offers an omni-experience like no other,” said Sonepar Canada Vice-President of eCommerce and Digitalization, Gaurav Sharma.

“Spark Search, the Admin Panel and Scan&Go are the newest features to our digital offerings and have allowed us to improve our overall customer experience and elevate it to the next level. Our customers want the ability to interact with us independently and these additions encourages them to do so.”

“Spark Search was a global initiative piloted within Canada. It incorporates AI technology to facilitate an extremely responsive user experience.  Therefore, whether a customer is searching using a part number, a keyword, or trade slang, our search engine will generate an accurate response instantly.”

“Our Admin Panel allows customers to manage their own users. It provides our customers with the ability to set a hierarchy of permissions for their own organization within our systems. As a result, we are empowering our customers to enable their own approval workflows and add/remove users as required.”   

“Lastly, Scan&Go, has facilitated a faster checkout for branch pickup customers. This was one of the feedbacks we received from our Net Promoter Score (NPS) surveys, that in key metropolitan markets, branches can get really busy during peak hours. Now the Scan&Go mobile app feature, allows customers to shop in a branch, scan their products and add it to their physical cart. They then take their items to the dedicated express counter where they simply scan  a QR code to checkout. Once they are done, they sign their invoice, and their transaction is complete. Scan&Go, essentially functions as a seamless self-check out option.”

“Our digital journey is continuously evolving and at Sonepar we are determined to consistently advance our omni-channel capabilities to ensure we are delivering the best customer experience our industry has to offer.”

About Sonepar Canada:

Member of the Sonepar Group, we are Canada’s largest privately-held B-to-B electrical products distributor and supplier of safety, facilities maintenance and MRO (maintenance, repair, and operations) products and related services. In Canada, we are represented in nine provinces by Dixon Electric, Gescan, Lumen, MGM Electric, Sesco, Texcan and Vallen. Sonepar Canada has over 1800 employees working out of over 100 offices between our distinctive brands.