Eng

French Connection:
Digital Connect Case Study

Premium Customer Service and Sales Uplift

The speed and ease at which we have been able to implement Mercaux has been remarkable. We brought the best of digital into our stores, delivering the highest standards of service to our customers - increasing both store and online sales.

Simon Donoghue
MD of Retail and Ecommerce

Project Goals & Objectives

French Connection launched Digital Connect across stores in the UK, including their Oxford Street flagship and the 2,885 sq ft concept store in Manchester. Digital Connect was launched with the following objectives:

Empower sales people with product knowledge & styling tools to provide premium customer service
Increase store sales via uplift in basket size and conversion
Streamline & simplify communications between HQ and stores
Bring omnichannel capabilites in-store, placing online orders directly from shop floor

Solutions

Sales Assist

Provides sales people with full product knowledge, inventory overview, endless aisle, alternatives, and styling suggestions. Enables sales people to be more effective and become trusted advisors

Digital Styling

Leverages marketing and social media content in-store, providing inspiration and showcasing the latest trends. Sales people and customers are able to browse looks and build styling combinations with relevant products

Omnichannel

Creates ability to place online orders from stores, as well as capture in-store interests by sending looks and baskets directly to customers’ emails. Allows customers to re-engage and complete the journey online

Communications & VM

Enables HQ and stores to exchange trainings materials, store reports and directives. Also allows them to request feedback and add comments in real time

In-Store Analytics

Gives oversight of store usage, and product and content engagement, including product and size popularity, favorite styles and lost sales information

Rollout Phases & Steps

After proving that leveraging digital technology in-store leads to superior customer experiences and increased sales, Nike proceeded with rolling out to more stores and adding new solutions to the App.

Phase 1

4 Weeks

Phase 1

4 Weeks

Sales Assist & Self-Service

Integration: 2 Weeks
Phase 2

8 Weeks

Phase 2

8 Weeks

Omnichannel

Integration: 2 Weeks
Phase 3

12 Weeks

Phase 3

12 Weeks

Store Operations

Integration: 0 Weeks