08
MULTICHANNELNEWS
X In early
NEWS IN BRIEF
NUTRICIA ROLLS OUT
September,
The Body Shop
adopted the
Blue Martini’s Relationship
MULTICHANNEL CRM
Microsoft Virtual
n
Marketing Engine, a customer
Earth platform
interaction tool, is enabling Virgin
SMS, live web chat and a desktop
Wines to become the ½ rst wine
character.
website in the world with the
U
K baby food giant, Nutricia is
as its global store
replacing existing systems to
locator. Taking
provide single desktop view Sword ciboodle is providing
advantage of
capability to recommend wines of customer interactions. Nutricia with a CRM platform that
the geospatial
capabilities of
to customers based on individual
By deploying Sword ciboodle’s links the various contact channels and
Microsoft SQL
preferences. The data mining and
customer relationship management provides a consolidated, historical
Server 2005 and
contact centre tools assist with
(CRM) platform, Nutricia aims to view of each customer’s interactions
Microsoft SQL
automating emails and reports,
boost its contact centre’s performance with the company. The system is
Server 2008, the
while the product feed feature
enables Virgin Wines to send
in order to provide an improved also designed to accommodate an
locator allows
users to quickly
customised feeds of its products
experience for its customers. expected growth in the number
visualise the
to partners’ websites to stay up-
Part of Groupe Danone’s Baby of contacts over time and, through
nearest and most
to-date with real-time information.
Nutrition division, Nutricia is the UK’s improved ef½ ciency, is capable of
convenient The
leading baby feeding company and handling increasing volumes without
Body Shop store,
n The UK’s longest running
markets and distributes well-known the need to increase staff numbers.
simply by entering
interactive community their postcode and
moderation company, Tempero
baby food brands Cow & Gate and “Sword ciboodle provides us with a
country.
has won the contract to
Aptamil. much clearer view of the interactions
provide Marks & Spencer with
Nutricia runs customer mothers have with our CRM channels
specialist moderation for their relationship programmes both and our Careline, which enables us to
new ratings and reviews service
in the consumer and healthcare deliver a highly personalised service
across their website. The project
professional marketplace, supported that drives advocacy of our services
aims to optimise the online
by an expert Careline staffed by and our brands,” said Nic Yates, head
M&S customer experience and
dieticians, nutritionists, midwives of CRM at Nutricia. “The product
provide customers with a more
informed retail environment.
and experienced mothers. The will improve the level of service that
programmes are designed to provide we can offer our customers across
n Peerius, a new company
information, support and advice to all channels, while also saving costs
specialising in recommendation
their respective audiences, via a wide through ef½ ciency and we believe
technology for online fashion
range of contact channels, including that this project will set a CRM best
e-tailers, is reporting excellent
results from their ½ rst new client
phone, postal mailings, website, email, practice standard for our group.”
www.mytights.com. Mytights.
com, the online hosiery e-tailer
went live with the technology
earlier this year. Essentially, the
new patent-pending technology
captures visitor browsing
X Stylo, the UK’s
behaviour and purchase history in
second largest
order to make recommendations independent shoe
from the e-tailers catalogue retailer and its
about other products that visitors
brands, including
would also be interested in
PriceLess, Barratts,
purchasing. Average order value
Discount Shoe
has now increased by 32% on
Store, Petitfeet,
the site, when recommendations
Big Shoe Boutique
and Nineteen
are displayed using the Peerius
technology.
Global dance music, club and lifestyle brand, Ministry of Sound has just relaunched
Twentyone has
its ½ agship website to sell its entire range direct to consumers.
implemented a
n Jessops, the largest
The new site has been built on a modi¼ ed version of Trinity St’s e-commerce
new e-commerce
photographic retailer in the
platform from
platform, with front-end design by East London agency, Delete. A back-end data
UK, has implemented a new
e-commerce
warehousing and e-customer relationship management (eCRM) system developed
technology platform from
specialist,
in-house enables Ministry of Sound to track and pro¼ le customers preferences and
Salmon for more
Motive Technology to power its
cross-sell relevant music, events, merchandise and licensed products from across its
sophisticated
e-commerce activities, ensuring
brand portfolio, which includes HedKandi, Global Underground and Euphoria. marketing
accurate messaging across all
Rudy Tambala, Ministry of Sound head of internet and innovation told Retail
campaigns, as
channels in terms of product
Technology the site would also no longer feature third-party advertising. “We felt
well as better
information, availability, price,
there was cannibalisation of our own brand or ads with no relevance. The relaunch
merchandising,
product delivery and returns.
is central to our strategy to establish direct relationships with our customers.”
content and order
management.
RETAIL TECHNOLOGY NOVEMBER 2008
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