Supporting multiple verticals
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.
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:
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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
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
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
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
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
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.
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Phase 14 Weeks
Phase 14 WeeksSales Assist & Self-ServiceIntegration: 2 Weeks -
Phase 28 Weeks
Phase 28 WeeksOmnichannelIntegration: 2 Weeks -
Phase 312 Weeks
Phase 312 WeeksStore OperationsIntegration: 0 Weeks
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