Marketing Cloud, Trailhead...
sales increase across all devices
Prénatal gives customers a next-generation shopping experience with Salesforce
If you live in the Netherlands, the chances are you can’t hear ‘baby’ without thinking of Prénatal. In fact, the iconic one-stop-shop for all things baby is so synonymous that parents-to-be plan their shopping trips to coincide with the store’s biannual sales, which can draw up to several thousand concurrent visitors to the web shop alone.
Prénatal customers don’t just have access to a wide range of baby products and fashion, they get an exceptional, omnichannel customer experience to match. And, since launching Commerce Cloud in 2017, shoppers enjoy a seamless online buying experience with smarter features that makes finding and ordering the right products a breeze.
“With Salesforce, we can give customers the fast, mobile-friendly, feature-rich ecommerce experience they’ve come to expect,” said Daniel Dunk, Prénatal’s Ecommerce Manager.
Boosting ecommerce with a whole new website
Improving the browsing experience at every touchpoint
Taking the shopping experience omnichannel
Making smarter decisions based on real insights
With better access to data, Prénatal has made smarter decisions to tailor the ecommerce experience to have maximum impact. For example, analysing returns data helped it identify where product descriptions could be improved with more comprehensive information, and it discovered that a significant number of returned packages had incomplete addresses.
To combat this, the team integrated a solution via an API to autofill the delivery address using the postcode at the checkout, which also saves the customer time. “Some other APIs we’ve integrated to add more value to the customer include a function to check the balance on a gift card and a banner displaying reviews,” said Dunk. “A third-party company prompts customers to leave a review in exchange for activating their guarantee, which also acts as a trust mark to give shoppers greater peace of mind.”
Since relaunching the website, customers are spending an average of 5% more time browsing the website, but a bigger shift has happened behind the scenes – the ecommerce team has more than doubled in size and can now focus on optimisation and cross-selling instead of maintenance.