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Creating an Unrivaled Customer Experience

 Creating an Unrivaled Customer Experience - IoT ONE Case Study
Technology Category
  • Application Infrastructure & Middleware - Database Management & Storage
  • Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
  • Construction & Infrastructure
Applicable Functions
  • Business Operation
Services
  • Cloud Planning, Design & Implementation Services
The Challenge

Wanted to harness vast amounts of data to provide customers with an unrivaled customer experience – by fully personalizing every single customer touchpoint. To do this, to improve both our understanding of customers, whether they were trade customers or DIY enthusiasts, and how to communicate with them through digital channels and branch teams. 

This need intensified during the COVID-19 pandemic as e-commerce sales rapidly increased. Recognized that artificial intelligence (AI) could empower us to deliver on strategic goals, but needed help distinguishing between diverse customer-base in SAP data, and understanding how data could be used to create AI models.

The Customer

Eurocell

About The Customer

Eurocell, is the UK’s leading manufacturer, distributor, and recycler of UPVC window, door, conservatory, and roofline systems. Eurocell’s network of 220+ branches and websites distribute our products to a wide customer base of installers, small builders, roofing contractors, independent stockists, and directly to consumers. 

The transformation of key business processes by utilizing innovative digital solutions that improve the supplier, customer, and employee experience is a key pillar of Eurocell’s growth strategy.

The Solution

Peak is helping Eurocell to become more customer-centric, unifying and preparing our data to identify and group different types of customers. Peak’s AI models then use these segments to provide frequently bought together product recommendations, as well as bespoke product recommendations based on an individual’s purchase behavior. 

Peak also integrates outputs directly into the email service provider (ESP) to send highly relevant emails about products we now know customers are interested in. The core dataset is continuously updated as new customers create accounts, and their details are automatically added to one of the smart customer segments within 24 hours. 

Operational Impact
  • [Financial Growth - Market Opportunities]

    With Peak’s platform enabling us to gain a smarter, clearer view of our customers and their behaviors, we now know who our top customers in terms of lifetime value (LTV) are

Quantitative Benefit
  •  73% increase in website recommender average order value (AOV) and a 17% uplift in recommender-driven revenue. On top of this, the email open rates are at a much higher level, up 70% compared to the previous approach.

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