Harvey Nichols boosts customer engagement
Iconic luxury fashion retailer Harvey Nichols has unveiled a new platform to enhance customer engagement
The new platform from OSF Digital has previously implemented a successful Salesforce Loyalty Management system for Harvey Nichols, significantly boosting customer loyalty and spending. Building on this success, OSF Digital is now enhancing Harvey Nichols' capabilities with Salesforce Data Cloud and MuleSoft integrations, establishing a robust framework for future growth.
The retailer's goals include engaging existing customers, boosting retention, and attracting new leads through a centralised platform that empowers marketers to elevate segmentation and targeting. By unifying customer data across all channels, Harvey Nichols aims to enhance engagement, personalisation, and conversion while empowering its CRM team to increase efficiency without IT dependency.
This key project involved deploying Data Cloud and leveraging MuleSoft integration for seamless connectivity between Marketing Cloud, Loyalty, Service, and third-party APIs.
optimisation
Einstein AI also played a crucial role, offering features like engagement scoring, send-time optimisation, and next-best offer recommendations to personalise customer interactions across various channels.
“We have been working towards a greater level of insight and personalisation for some time. Working in partnership with OSF Digital and Salesforce has enabled us to achieve this goal, which will not only further personalise our customer experience but also improve efficiencies and future-proof our systems. We are already starting to leverage these capabilities as we go into peak trade thanks to the fantastic team effort throughout the project,” said Annabel Thorburn, ecommerce director of Harvey Nichols.
