Transforming an iconic outback brand with omnichannel enhancements

About R.M.Williams

R.M.Williams has become one of the best-known footwear brands in the world. In its nine decades of existence, its one-piece leather boots have stepped up to iconic status. Originally built for the men and women of the rugged and unforgiving Australian outback, they have gone on to grace the feet of millions of people.

In 2020, the private investment group Tattarang acquired 100% of R.M.Williams, bringing the brand back into Australian hands for the first time since 2014. This investment ensures the Australian craftsmanship of R.M.Williams continues to be loved and worn globally.

Ingrained in the outback, the values of family, courage, determination, and character are at the core of the company. These values extend into the broad range of high quality, unique, and identifiable clothing and footwear. This ensures that at the heart of R.M.Williams is its loyal customer base.

Services

NBusiness analysis
NCustom UX & UI design
NWebsite development & implementation
NRe-platform
NOn-site delivery, support, & training
NContinuous integration & development

Commerce Platform

Results

93%increase in orders

52%increase in conversion rate

50%increase in revenue

Salesforce Commerce Cloud

Footwear

Australian

The Brief

R.M.Williams boots are made with the purpose to outlast all others. On the back of its recent digital transformation, its newly released Crafted for Life brand update forms the essence of a refreshed new mantra – it’s the first page of a new chapter for the brand. As part of its deep digital overhaul, R.M.Williams partnered with international digital commerce experts, including Tryzens Global, and cloud-based software giant, Salesforce.

The goal was to facilitate R.M.Williams’ digital transformation. With a customer-first approach and design-led strategy, we could reimagine every aspect of the customer experience across its website and broader digital presence. To begin with, the brand’s website was more than 9 years old and had built up technical debt, which had to be cleared up. Then we could introduce a new tech stack, using it to launch the Crafted for Life campaign across all touchpoints.

We identified further opportunities to deepen customer engagement, including modernizing the online store, offering enhanced capabilities, and quick and easy on-page navigation. To achieve this, we needed to overhaul the current strategy and include UX and CRO consultations. This was a central part of the project.

From a customer service perspective, it was key to include the R.M.Williams customer service team in the road to digital innovation, equipping them with new tools that were fit for modern-day retail.

The Solution

Embarking on an extensive digital transformation project, the starting point was firstly to define, then prioritize, and ultimately deliver the digital roadmap against the business objectives. Tryzens rebuilt R.M.Williams’ ecommerce site using Salesforce Commerce Cloud Storefront Reference Architecture (SFRA), with our UX and CX specialists assisting in the replatforming.

One of the strengths of SFRA is its mobile-first approach, enabling brands to develop more engaging mobile experiences. This soon became clear for R.M.Williams, as it enabled them to provide vastly improved mobile shopping experiences for its customers.

We also implemented Salesforce Marketing Cloud to power more personalized, targeted conversation with customers. In addition, the accelerated use of Salesforce Service Cloud has been adopted for case management and telephone automation.

With Service Cloud, when a customer calls or logs a service request on the website, the customer service team immediately knows who they are, their previous purchases, and whether they were online or in store. This now allows the R.M.Williams customer service team to better engage with customers and provide more relevant assistance, strengthening its ability to build brand loyalty.

Key integrations

“Working with Tryzens has been the catalyst for our digital transformation journey. With their expertise across digital commerce, they’ve empowered us with a modern tech stack that is capable of delivering on customers’ higher demands and expectations. We’re now in a position to capitalise on our new capabilities, which have already led to deeper customer engagement and higher revenue.”

Emily Anders

Head of Digital, R.M.Williams

Site Features

Innovative digital channels

Powered by the flexibility and functionality of the Salesforce Commerce Cloud platform, as well as through the ongoing partnership with Tryzens, R.M.Williams continues to innovate it’s digital channel with emerging features including click and collect and payment platforms like Ayden.

Omnichannel experiences

The NewStore platform was a fundamental part of the project that enabled omnichannel services like click and collect, ship from store, ship to store as well as improving the order management process for all integrated channels. This has resulted in improved user experience for the browser and shopper journey.

Enhanced checkout functionality

We added stick add-to-bag functionality and made updates to the checkout page that included typography, fonts, video, color and buttons. With an accessibility-friendly site, Apple Pay functionality and store locator accessibility, it customers now benefit from a more intuitive and engaging experience, with a quick path to purchase.

Product videos

We enabled product videos on the product display pages to showcase product features and benefits, helping the customers better understand the products in a more interactive way, boosting engagement. R.M.Williams has already captured the benefits of product videos, with 60% of product display page videos featured in its top 30 streamed videos.

The Results

Our work has enabled R.M.Williams to undergo a digital transformation, empowering the brand with a modern tech stack built within the Salesforce ecosystem.

The brand is now positioned to achieve deeper customer engagement and higher revenue streams. R.M.Williams has already seen boosts in orders, conversion rates, sessions, and overall revenue.