Renowned appliance retailer launches new agile eCommerce platform to serve its global market and improve customer experience
Fisher & Paykel customers in the United Kingdom now join those in the USA, Canada, Australia and New Zealand in being able to access a new and improved digital experience following the launch of its new online platform – developed in partnership with digital commerce consultancy Tryzens – spearheading the company’s digital growth strategy.
Fisher & Paykel has been designing and selling household appliances since its foundation in New Zealand in 1934, and has grown into a global business, operating in 50 countries. With a design heritage that is founded on a pioneering spirit and a culture of curiosity, they challenge conventional appliance design to deliver innovative, human-centred appliances.
In keeping with this spirit of innovation and customer focus, Fisher & Paykel wanted its online offering to elevate the customer experience with rich, engaging content. Its global footprint meant that it needed a platform that enabled the quick and easy deployment of sites in different regional markets, managed from one unified platform.
Fisher & Paykel was already leveraging Salesforce Sales Cloud, Service Cloud, Marketing Cloud and Community Cloud, so the team opted to develop the new websites on Salesforce Commerce Cloud to deliver an enhanced customer experience. Tryzens was the ideal partner to support this transition, with its deep expertise in managing multi-cloud integrations and helping retailers to roll out their online presence on an international scale, to new markets and regions.
With the launch of its new online experience and Tryzens’ guidance, Fisher & Paykel’s staff can now manage all elements of the customer experience in each of the markets they serve from one platform, ensuring a more personal and market relevant customer channel.
Rudi Khoury, EVP of Marketing and Customer Experience at Fisher & Paykel said:
“Tryzens’ ability to work in an agile wayin markets around the world aligned well with our methodology and global strategy. To date our experience has been that we have seen the smoothest launches and transition to the new sites based on the great collaboration between our teams. Tryzens was able to guide us with expert advice at critical decision points, helping us to join up all elements of the customer journey and deliver a seamless experience.”
Andy Burton, Tryzens Group CEO, said: “We’re delighted to have launched Fisher & Paykel’s new online channels, providing a premium customer experience and the flexibility to serve multiple international markets. Fisher & Paykel truly embodies the ethos of quality, excellence in service and an unwavering desire to offer innovative products that set it apart from other retailers in this competitive industry. This ethos has been carried through into the new platform, to make it more engaging for customers and further elevate the Fisher & Paykel brand.”