Going fully omnichannel: connecting digital and in-store for a leading UK electronics retailer
Connected
Digital & in-store
Zero downtime
Across full rollout
Expanded
Partnership post-delivery
The challengeA large electronics retailer sought to become fully omnichannel, connecting digital and in-store experiences through Salesforce Commerce Cloud.
Service lines
Marketing TechnologyData Engineering
The outcomeSeamless omnichannel integrations delivered; business continuity maintained; Loop Horizon continues across an expanded set of engagements.
Client Situation
- The client was seeking to transform its customer experience to become fully omnichannel, connecting digital and in-store experiences seamlessly, including online access to in-store staff for advice.
- This included migration to a new cloud-based eCommerce platform (Salesforce Commerce Cloud), which would unlock competitive advantage, driving sustained performance growth and increase customer satisfaction.
Our Contribution
- Deployed a specialised group of consultants to design and deploy a completely new digital data layer and tag management setup (Adobe).
- Managed their end-to-end digital data collection.
- Defined a build and test approach to maximise performance, including a working data layer schema and validation mechanism.
- Designed an implementation mechanism to maximise ongoing efficiency and make future implementation easy.
- Optimised digital data collection across the entire new estate, balancing page load with richness of digital data.
Results
- Seamless integrations with multiple platforms throughout the omnichannel experience.
- Business continuity as the experiences rolled out across multiple channels.
- Loop Horizon continues to support the client, now across an expanded set of engagements.
"
Loop Horizon have deep and broad experience across marketing technology and data-driven business which enables them to act as our guides in selecting the right paths to follow. We look forward to continuing to work with Loop Horizon as we build our future capabilities.Omnichannel Director