Commerce to maximise international growth

Launched in the UK in 1993, the digital marketplace was ahead of the curve. Fragrance Direct was aiming to evolve its brand offering alongside consumer demands, to keep its business at the forefront in an increasingly competitive space. With goals of offering more personalised service and achieving higher customer retention, Fragrance Direct turned to DEPT® to optimise its Salesforce Commerce Cloud platform.

Fragrance Direct carries a wide range of beauty products to fulfil its diverse consumer needs of replenishing staples, experimenting with new labels, and gift-giving luxuries. We wanted to make shopping for products easier and more enjoyable for all types of shoppers. Personalisation was the answer to streamline the shopping experience while, at the same, ensuring it’s fun to explore and interact with.

A straightforward sitemap, image-led product listings and content hubs provided a great foundation to expand the capabilities within Salesforce Commerce Cloud through customised features. These include a subscription service enabling consumers to auto-replenish their favourite products and a Chatbot ready to answer queries throughout the customer journey.

The Fragrance Finder tool makes it super-easy to select the perfect signature scent, while gift wrap allows customers to virtually send presents from Fragrance Direct and improves the unboxing experience. Custom engraving adds an extra special touch when added to a bottle of perfume or aftershave. DEPT® worked with Fragrance Direct to implement and localise these services in each territory, ensuring orders are delivered to its trade partners and quality service is consistently delivered.

Fragrance Direct acknowledged payment methods were changing and the impact it was having on the younger demographics. With the immense buying power of millennials and gen z, these consumers were deemed prime target audiences. In an effort to adapt to new consumer expectations, Fragrance Direct partnered with DEPT® to implement a variety of payment methods appealing to all types of buyers, including:

Klarna to shop now and pay later

Klarna does not charge interest or fees for its standard payment options and has proven to be popular for online shoppers, giving consumers the option to try before they buy. We added its ‘Pay Later in 30 Days’ feature on Fragrance Direct and, following positive results, it strategically launched Klarna’s ‘Pay Later in 3 Instalments’ option ahead of the Christmas peak. 

ApplePay for the rise in mobile commerce

Consumers are increasingly choosing their devices to not only browse products on-the-go but also to make purchases. ApplePay adds a layer of convenience and security. With consumers increasingly storing their card details in their mobile wallet, they are used to make purchases through the device (even if it’s just via iTunes or the App Store). They don’t need to pull out any cards or enter in their delivery details to make the purchase but simply scan their face, fingerprint or enter the passcode, making checkout an easy, seamless experience.

Optimising Fragrance Direct with its existing Salesforce Comment Cloud platform has allowed the retailer to modernise its approach to selling online, reaching new customers and building loyalty. Without the need to re-platform, the business was able to save significant costs and unleash new possibilities within the robust solution. With third-party integrations, Fragrance Direct introduced new ways for its customers to purchase products. Within three months of implementing Klarna’s ‘Pay Later in 30 Days’ feature, Fragrance Direct recorded a 4.5% increase in its conversion rate and a 7.2% increase in average order value compared to three months prior without Klarna. 

Credibility and retailer reputation plays a big role in making online purchases, especially when it comes to high-end brands and luxury items. In the website design, we used official brand photos in high-resolution throughout. We also pulled in Google Customer Reviews which demonstrates a 95% positive feedback based on 65,850 previous purchases. Likewise, using Bazaarvoice, individual products have ratings and comments, instilling added confidence in the authenticity of the website.

DEPT®’s partnership with Fragrance Direct is ongoing. We provide website maintenance to ensure the site performs at its best and new product lines are launched. We’re underpinning the company’s growth, rolling out new territory websites, as well as seasonal and marketing campaigns to engage target audience personas based on buying behaviour and geographic trends. As commerce continues to evolve, Fragrance Direct will maintain its leading reputation through adapting to innovative uses of technology.