Tryzens and R.M.Williams win CX Innovation Excellence Award for redefining customer experience in omnichannel retail
Tryzens Global is thrilled to announce that its work with R.M.Williams, the iconic Australian heritage brand, has been recognized with the prestigious CX Innovation Excellence Award at the NORA Awards.
This accolade underscores the partnership’s breakthrough achievements in delivering a seamless, customer-centric experience that bridges the physical and digital worlds, with Salesforce as a technology enabler.
Leading customer-centric transformation
R.M.Williams embarked on a journey to evolve their omnichannel presence to meet the needs of today’s digitally driven consumers while maintaining their renowned brand identity.
By integrating services like click and collect, real-time inventory visibility, and a mobile-first design, Tryzens has enabled R.M.Williams to offer a unified, personalized experience across all touchpoints. This transformation ensures that every customer interaction (whether online, on mobile, or in-store) is consistent, responsive, and reflective of R.M.Williams’ quality and values.
Powering growth with composable commerce
The award-winning solution was built using Salesforce Commerce Cloud, leveraging a composable commerce approach to integrate essential systems, including point-of-sale, product information, order management, and enterprise resource planning systems. This flexible architecture positions R.M.Williams to adapt and expand its digital capabilities, setting the stage for future innovation in customer experience.
The outcome has been powerful: R.M.Williams has seen a notable increase in engagement and conversions, with a 52% rise in conversion rates and a 30% boost in customer engagement. These impressive results speak to the potential of combining traditional brand values with cutting-edge digital strategy to exceed customer expectations.
A model for heritage brands embracing digital transformation
The CX Innovation Excellence Award is a testament to R.M.Williams’ dedication to maintaining its legacy while embracing digital advancements. Together with Tryzens, R.M.Williams has become a leader in omnichannel retail, setting a new standard for brands that want to connect authentically with customers in a digital-first world.
“We are incredibly proud of this achievement with R.M.Williams, an iconic heritage brand that stands out in retail. This award is a milestone that highlights our continued shared commitment to pioneering customer experience innovation across R.M.Williams’ digital channels.”
James Lutchmaya,
Managing Director of Tryzens, ANZ
Learn more
To dive deeper into this award-winning project and discover how we redefined omnichannel retail with R.M.Williams, read the full case study here for more insights.