Two buyers, one store, two paths

Retail buyers need size guidance, price, and delivery. Institutional buyers need bulk pricing, a quote document, purchase-order terms, and repeat ordering. What they got was the same retail store and a generic contact form. Set-based products like multi-size packs only exist because schools buy them, but there was no bulk enquiry route, no quote flow, no account concept, and no way to tell an institutional lead apart from a retail support ticket.

The catalogue needed filtering that follows how buyers narrow their choice: sport, then age or level, then size. Almost no social proof. Clearance ran deep and constantly. Discounts were compensating for weak product pages rather than clearing stock. Distributed brands also limit content control: for third-party labels, copy and imagery depend on what the brand supplies.

The retail checkout was left untouched. The institutional buyer got a path beside it, not instead of it. Navigation was rebuilt around the real decision sequence. Reviews and specification depth were aimed at the products that carry margin, so price cutting would not have to do all the persuasion.

A bulk and institutional enquiry flow captures quantity, sport, and timeline, distinct from retail customer service. Quote requests route into HubSpot so every institutional lead is a tracked record with an owner and a stage instead of an email. Schools, academies, and clubs can be reported separately from retail revenue. The retail buyer never sees any of this.

Filtering follows sport, then age or level, then size or specification. Early Years was separated from general sport, because a nursery buying soft play has nothing in common with a cricket club buying match balls. Collection pages were rebuilt so a buyer landing from search could reach a decision without traversing the whole catalog.

Post-purchase review requests were automated, sequenced after realistic delivery and use windows, and prioritized toward best sellers and house-brand products first. Priority product content was rewritten around what buyers actually ask: sizing by age group, FIFA IMS certification where it applies, material and durability, and suitability for school versus club versus casual use. The page has to justify the price so the discount is not the only argument.

Titles, descriptions, and URLs were optimized around high-intent regional keywords in the sport and institutional space. FAQ content was added for questions like which ball size suits which age group, a query pattern that maps directly onto the catalog. MENA is the home market. The institutional cluster is where the margin sits, so other regions were sequenced behind it rather than run in parallel.

Institutional enquiries have a HubSpot quote path alongside the retail store. Navigation follows sport, age and size, while product content and review requests support purchase decisions across the catalogue.