B2C Ecommerce

Reducing operational costs, whilst raising customer service levels through SMS messaging throughout click & collect and home delivery user journeys

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The background

British retailing giant, House of Fraser, have traded since 1849. From a drapery shop in Victorian Glasgow, House of Fraser has become the leading, national premium department store group in the UK and Ireland, with 60 high street locations and a successful ecommerce store that contributes 20% to the group’s annual turnover.

Challenge

House of Fraser was looking for support in growing business, adding value to its overall customer experience, and new ways to meet specific goals and objectives with respect to communicating with its wide and diverse user base.

Solution

Through an SMS system, COMAPI and dotmailer have reduced operational costs and increased the level of customer service increasing response rates by over 40%. Click the button to read the case study on how we achieved this and more. 

 

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