Retail chain Fenwick taps Salesforce to improve digital shopping experience

salesforce-technologyBritish department store Fenwick has selected Salesforce Commerce Cloud, Marketing Cloud and Service Cloud to enhance digital shopping experience.

The global CRM company said the new e-commerce platform and personalized experience powered by Salesforce will help the British retailer, which has nine stores in the UK, to meet the expectations of customers.

“Fenwick has always offered customers an experience that is unique and tailored to the local market,” said Kate Smyth, digital director at Fenwick. “With Salesforce, we have the tools to continue that experience through digital.”

Fenwick will use Commerce Cloud to support customers in their purchasing journeys, across multiple devices. Fenwick aims to will deliver unique content, offers and recommendations. Fenwick will use Marketing Cloud to send personalized and relevant communications for each customer, using intelligent customer journeys.

Sam O’Neill, head of Ecommerce at Fenwick, said: “Our shoppers want the opportunity to browse and shop online, and they want that experience to be as consistent and personal as when they walk into one of our iconic stores.”

Fenwick will use Service Cloud to ensure that shoppers will have access to personalized and connected customer service experiences across multiple channels including phone, email, social and webchat.

“Having that single view of the customer in one unified desktop view will help our customer service team resolve issues faster and with greater accuracy,” said Ben Parsonson, head of Customer Service at Fenwick.

Salesforce partner, eMark is implementing the Service Cloud and Marketing Cloud, while by Salesforce partner Astound Commerce is managing Commerce Cloud.

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