Cotton On enriches its customer experience across all channels with Tryzens

About Cotton On

Nigel Austin founded the Cotton On Group in 1991 after a trip to the Beckley Market in Geelong with a stack of acid wash denim jackets. Customers loved the jackets, but Nigel left without making a sale.

The following week, he had an epiphany: he returned to the market, lowered the price, and the jackets sold out instantly. By the early 2000s, the brand was a staple in Aussie wardrobes. Today, it has evolved into a global powerhouse, with a portfolio of 8 brands, with 1,500 stores in 22 countries.

Services

NBusiness analysis
NCustom UX & UI design
NDedicated development & implementation team
NTryzens Shopper App
NInternational channels
NConversion rate optimization
NTechnical SEO
NOn-site delivery, support, & training

Commerce Platform

Salesforce Commerce Cloud

The Brief

Cotton On Group was looking for a partner capable of monitoring, maintaining, and enhancing their digital presence across 7 brands in 7 regions. They needed a partner to grow with them while offering industry-leading expertise and high implementation standards. This collaboration would support their aspirations of becoming a global lifestyle leader.

The Solution

Tryzens Global has been a partner of Cotton On since 2016, supporting their internal team to deliver better customer experiences. Over the span of our partnership, this has included the delivery of a multi-brand megastore, shopping apps, implementing an order management system (OMS) for omnichannel stock visibility, and digital optimization.

With excellent technical and operational knowledge of the ecommerce platform, Tryzens Global works seamlessly with the Cotton On team to deliver features as part of an overall roadmap, enhancing time-to-market for the benefit of their customers.

Key integrations

“Tryzens have worked with us for many years to help us architect and implement the right solution at the right time and ensuring that it is sustainable and suitable for our global customer base. With their own international operations and experience they provide a trusted opinion and insight to help shape our roadmap, ensure efficient delivery and monitor ongoing performance to aid fine tuning. The net result is an online presence that we can be immensely proud of.”

Pete Hutchison

Group Head of Digital, Customer Experience, Cotton On Group

“The partnership has enabled us to significantly accelerate our pace of development. We now deliver regular enhancements to our customer experience every few weeks with our efforts resulting in our websites receiving numerous industry awards.”

Pete Hutchison

Group Head of Digital, Customer Experience, Cotton On Group

Site Features

In-store lookup

Click and collect was an essential implementation to allow customers the flexibility to collect their orders in-store. It also gives staff an added opportunity to interact with customers. Since implementation, feeback has been overwhelmingly positive.

Product personalization

Product personalization has been introduced across several brands and almost 100 products, which was rolled out quickly to meet rising customer demand. Some products proved so popular that they sold out within hours of launch.

Tryzens Shopper App

To build lifetime value and create an engaging experience, Cotton On leverages the Tryzens Shopper App, an innovative hybrid app solution that allows them to manage everything from one central hub while being able to create app exclusive content, offers, and experiences.

Cotton On & Co. Perks

Cotton On’s global rewards system spans across 7 brands and rewards customers, no matter what channel they choose to shop on. Customers are rewarded with a Perks Payday voucher for every set amount they spend in-store or online.