Working as trusted partner for the digital transformation of a leading designer outlet

Brick-and-mortar retailers will only retain relevance through digital transformation

The Challenge

When confronted with increasing customer expectations, developments in technology, and the rise of omnichannel commerce, this leading European retail outlet chain wanted to maintain their market position, which required a digital transformation. They were looking for a new strategy, business case, and capability design to show how digital can be used to drive increased footfall to their outlet stores.

The Solution

We designed and executed their digital strategy; this included a digital pilot, a CRM and marketing technology assessment, managing internal adoption and training, as well as implementing Salesforce Service Cloud and Salesforce Marketing Cloud.. Starting with the customer first, we helped them understand how emerging technologies coupled with rich granular customer data, could help to personalise the experience and transform the in-store experience. This enabled them to offer detailed customisation of a product or a service specific to each individual customers’ requirements.

The Results

Our initiatives had the power to unlock over 9% footfall uplift after four years. The digital pilot campaigns reduced cost per visit and drove a 60% increase in email CTR. We were able to provide clarity on the quick wins and inform long term investments. The CRM capability provided a joint-up view of data and campaign effectiveness for this leading designer outlet.