Business 2.0 (which I subscribe to, yes the print version) has a great case study on how the Container Store revamped it’s online and offline strategy to reduce customer time, employee time and increase profits.
If you’re not familiar with the Container Store, they sell organizing solutions. Here’s what the article shows as the changes they made:
“The Fix: Customers can submit close measurements online and then view custom design options
Payoff: More repeat customers visit both on the Web and in brick-and-mortar stores.”
I’m not able to find the article online, so hopefully someone will know where it is and provide a link in the comments, upon closer inspection, I don’t think the article is offered online, not sure why. You can check out the online application on their site.