Card Factory enlists Astound Commerce for digital transformation project
Card Factory has partnered with Astound Commerce UK on a new website as it looks to compete with pureplay rivals and offer greater personalisation across all devices.
First opened in 1997, Card Factory now has a store estate of over 950 outlets in the UK and Ireland and focuses on the value and mid-market segments of the UK’s £1.7 billion greeting card market, while also offering customers a range of complementary products.
Its legacy e-commerce platform lacked the basic functionality needed to deliver good on-site customer experience. At the same time, the Card Factory e-commerce team couldn’t dynamically make changes to site or create product bundles.
Astound Commerce designed and delivered a new solution, configuring and integrating Salesforce Commerce and Service Clouds and third-party technology, including Pimberley for centralised data management and Apple Pay.
With personalised products now making up approximately 60% of Card Factory’s online sales, this was also recognised as a key opportunity for the business in addition to growing out its premium offering via its Boutique range. As part of the Salesforce integration, customers can now create personalised products on any device.
Service Cloud integration enables customer service staff to deliver personalised and convenient customer service in whatever format shoppers prefer, all from a single application. Webchat with a live agent is now available online, while Chatter allows staff to share information and collaborate.
Astound Commerce will also work with POQ to deliver the integration of Card Factory’s new mobile app. David Cutts, CIO at Card Factory, comments: “Digital transformation sits at the heart of our long-term growth strategy, so it was imperative we had the right infrastructure – and the right digital commerce agency - in place to support us, both now and in the future.”
“The Astound team have worked collaboratively with us at every stage of the digital transformation project, consulting on best practice and quickly and efficiently managing any complexities that have arisen.”
