Seamless customer experiences with omnichannel
How Sandqvist improved the customer experience and revenue with omnichannel
The pattern is clear: companies that invest in seamless shopping experiences succeed best in the industry. Omnichannel is based on the fact that the customer experience should be as consistent as possible, across all channels. It is driven by consumer demand for a seamless, comfortable and personalized interaction with the brand, throughout the customer journey. They expect each interaction to lead seamlessly to the next, even if it is on a new platform. Read about how Sandqvist, using Rule and connecting existing systems in physical stores and online improved customer experience and revenue with omnichannel.
Challenge
Sandqvist was founded in 2004 in Sweden. The Scandinavian roots are the foundation of what the company values most; sustainability and care for the environment, quality materials and carefully considered Scandinavian design. As the company, the customer club and the sales channels grew, Sandqvist realized the need for an omnichannel strategy – a seamless interaction between physical and digital commerce. Sandqvist’s vision was to deliver a consistent brand experience to customers – at every touchpoint, regardless of channel.
Solution
As omnichannel customers tend to shop more online and for larger amounts, Sandqvist realized the potential of a digitally intertwined venture. By connect to their existing e-commerce platform Centra, the end-to-end solution for smart digital communication: Rule and with Sitoo point of sale system and Unified Commerce Platform, they could start using deep customer insights. To improve the shopping experience, build customer loyalty and increase online sales, Sandqvist’s solution was to implement a sustainable omnichannel strategy.
The omnichannel vision was to create single customer viewwhere all customer interactions with the company were stored in one system. By combining product and order insights retrieved onsite with data from the physical store, Sandqvist hoped to deliver a seamless and personalized brand experience.
"We started using Rule several years ago for our digital communication. Thanks to the ready-made connection between Rule and Sitoo POS, we were able to seamlessly improve the shopping experience with an omnichannel strategy."
Antonia Enhörning, Retail Operations Manager, Sandqvist
Results
+21% in the number of new members
Since Sandqvist implemented its omnichannel strategy, the company has seen a 21% increase in new customer club members and an increase in overall digital business. Through Rule Marketing Automation tools and automated mailings, there is now an automated customer care system in place. Relevant offers and communications are sent based not only on registered purchases via the Sitoo checkout system, but also on customer insights gathered from all contact channels.
"Having a more detailed customer view and being able to better customize and tailor communications with our customers has led to increased sales, membership base and brand loyalty."
Antonia Enhörning, Retail Operations Manager, Sandqvist
A future with Unified Commerce
By connecting existing e-commerce, communication and checkout systems, Sandqvist has implemented a successful omnichannel strategy. The company now aims to further develop the omnichannel experience and deepen the interaction between the physical and digital, with a Unified Commerce initiative. By fully utilizing the possibilities of Rule, Centra and Sitoo retailers will be equipped with real-time data on product information, stock levels, personalized offers, purchase history and membership levels. With Unified Commerce, Sandqvist hopes to empower store associates to provide a competitive customer experience. With a sustainable digital communication strategy now in place, Sandqvist wants to continue improving its communication and customer loyalty. With the help of Rule’s advanced digital solutionsthe company wants to dive even deeper into its customer data and deliver ultra-customized, personalized experiences, every step of the way.