Movado uses Salesforce to create personalized shopping experience

Movado Group, a global watch company, is using Salesforce to create personalized shopping experiences for customers — in-store and online.
salesforce-technologyMovado Group has been leveraging Salesforce to create a unified global ecommerce infrastructure that can support all of the brands in their portfolio, including the digitally-native MVMT brand. This drove the need for a technology platform that could support its scalability needs and customer relationship goals.

Movado Group turned to Salesforce to meet these challenges and ultimately increase the speed, scale and global operations of its business.

Movado Group accelerated sales on its flagship  ecommerce site which delivered over 250 percent growth in the first quarter of this year compared to the same period last year. Plus, Movado Group found itself building stronger relationships and loyalty across its brands.

After Movado Group transitioned from its previous platform to Commerce Cloud, it saw a 20 percent increase in page loads and a greater ability to innovate.

Additionally, with Order Management, Movado Group has extended its commerce, service and fulfillment capabilities to customers, delivering a more personalized shopping experience with local currencies, tax calculations, 35 languages, personalized product recommendations and promotions support.

Movado Group’s customer support agents will be leveraging Service Cloud to accelerate and improve the customer service experience across all brands.

This apart, Order Management is embedded right within Service Cloud so that when a customer contacts support, each agent has a complete view of that customer’s history, including contact information, past orders, and more. Agents can even place a customer order right from Service Cloud, saving agents and customers time and effort.

Using Marketing Cloud, Movado Group tapped Journey Builder, Audience Builder, Social Studio and other features to gain cross-brand insights to better understand different shoppers across all brands, enhancing its overall digital strategy.

Marketing Cloud’s integration with Google Analytics 360 lets Movado Group combine marketing and analytics information in one platform to unify reporting, improve campaign performance, and optimize analytics.

Behzad Soltani, Commercial President and Chief Technology Officer, Movado Group, said: “Salesforce has accelerated our digital transformation and enables us to do just that. We’re able to deliver a frictionless experience at a global scale — through the entire customer lifecycle from acquisition to purchase and loyalty.”