Implementing an omnichannel strategy to bring the in-store experience online
About Whittard of Chelsea
Whittard of Chelsea was founded in 1886 on Fleet Street, London, by Walter Whittard. Driven by his passion for sourcing the finest tea, coffee, and cocoa, Walter dedicated himself to creating bespoke blends tailored to his discerning customers.
Since these early days, the heritage British brand has brewed a reputation for excellence in every cup. Today, it has a global presence, currently operating more than 50 stores and a digital presence in over 40 countries.
Services
- NBusiness analysis
- NCustom UX & UI design
- NWebsite development & implementation
- NConversion rate optimization
- NTechnical SEO
- NOn-site delivery, support, & training
Commerce platform
Results
230%increase in mobile transactions
175%increase in revenue
48%increase in conversion rate
Salesforce Commerce Cloud
The Brief
With the existing website running on a legacy platform, making changes and improvements to the website was both costly and time consuming.
With an ambitious growth strategy, Whittard decided that upgrading it’s digital presence was critical to replicating its luxury boutique store experience online and paving the way to international growth.
In addition, the site lacked the functionality to deliver the rollout of rich content needed to enhance the customer experience.
Whittard turned to Tryzens Global to provide leading expertise and guidance as they sought to overhaul their online offering and technology stack.
The primary objectives were to bring the heritage boutique experience into the digital age, creating a functional yet engaging experience for its customers. It needed to support international trade as well as deliver the omnichannel experience that consumers have come to expect.
The Solution
Working in close partnership with the Whittard team to evaluate multiple alternatives, Tryzens Global identified Salesforce Commerce Cloud as the best solution.
This platform would support the future growth strategy of the business and its international expansion ambitions, with the ability to quickly launch new geographies, rich merchandising tools, and artificial intelligence to offer personalized recommendations and experiences.
It was crucial for Whittard to enrich their online experience with informative content, matching the high level of service offered in-store. Content ranging from recipes to insights into the craftspeople behind the products, along with product selection, has been seamlessly integrated across the site. This approach not only provides valuable advice to customers but also guides them through the path to purchase.
Key Integrations
“Our customers sit at the heart of everything that we do, and we wanted to give them the same sort of quality experience online as they can expect in our stores. I’m pleased to say that through Tryzens’ expertise, that’s precisely what we’re now beginning to deliver. Whilst we understood replicating the captivating feel of our flagship store would be a challenge, our new site is very authentic and engaging across all devices while maintaining Whittard’s traditional qualities.”
Site Features
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